专利检索 ap:"Paul W. Popp" 第 1 页

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发明授权
Method and apparatus of analyzing customer call data to monitor customer call behavior 有权

公开(公告)号：US08971499B1

公开(公告)日：2015-03-03

申请号：US12985925

申请日：2011-01-06

申请人： Michael J. Moore , Erika Nelson Kessenger , Denise Ann Mallory , Paul W. Popp

发明人： Michael J. Moore , Erika Nelson Kessenger , Denise Ann Mallory , Paul W. Popp

IPC分类号： H04M1/24

CPC分类号： H04M3/5166 , H04M3/42221 , H04M3/4936 , H04M3/5175 , H04M3/5183

摘要： A method and apparatus of processing a customer call is disclosed. The customer call may be initiated for an interactive voice response (IVR) type call system. One example method may include processing an interactive voice response (IVR) customer call. The method may include receiving customer call input to IVR call menu prompts, evaluating customer call interactions with the IVR call menu prompts, and calculating at least one usability score of the customer's interactions with the IVR call menu prompts. The method may also include displaying the results of the at least one usability scores on a user interface.