专利名称：SYSTEM FOR AND METHOD OF
AUTOMATED QUALITY MONITORING
发明人：MARK, LAWRENCE,GIORDANO, GEOFFREY,
J.,SCARANO, ROBERT,LAMBERT, KORI
申请号：EP04781960申请日：20040823公开号：EP1656662A4公开日：20080806
摘要：A system and method according to the present invention automates callmonitoring activities to evaluate and directly improve agent-customer interactions.Rather than listening to an entire call or monitoring only a small fraction of all the callsmade in the contact center, the system performs highly accurate, automated evaluationsof all customer interactions. By automating the time-consuming aspect of monitoringcalls, the system empowers contact center operators to address quality issues, moreaccurately measure, coach and reward agents, and identify business-critical trends.
申请人：SER SOLUTIONS, INC.
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