- 专利标题： Methods and systems for determining segments of a telephonic communication between a customer and a contact center to classify each segment of the communication, assess negotiations, and automate setup time calculation
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申请号： US12286168申请日： 2008-09-29
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公开(公告)号： US08611523B2公开(公告)日： 2013-12-17
- 发明人: Kelly Conway , Douglas Brown , Roger Warford , David Gustafson , Christopher Danson
- 申请人： Kelly Conway , Douglas Brown , Roger Warford , David Gustafson , Christopher Danson
- 申请人地址： US IL Chicago
- 专利权人： Mattersight Corporation
- 当前专利权人： Mattersight Corporation
- 当前专利权人地址： US IL Chicago
- 代理机构： Haynes and Boone, LLP
- 主分类号： H04M3/00
- IPC分类号： H04M3/00
摘要：
The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine communication objects, forming segments of like communication objects, determining strength of negotiations between the contact center and the customer from the segments, and automate setup time calculation.
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