Method and system for analyzing voice data

Details Method and system for analyzing voice data Method and system for analyzing voice data

G - Physics

06

F

G06F 15/173 (2006.01)

Patent

CA 2646835

A computer readable medium for analyzing a telephone call between a customer and a call center is provided. The computer readable medium comprises a code segment for analyzing a telephonic communication by applying a pre-determined retention attrition criteria to the telephonic communication to calculate an attrition probability, a code segment for receiving customer value data associated with the customer, a code segment for comparing the attrition probability with the customer value data, and a code segment for generating a retention strategy based on comparing the attrition probability with the customer value data.

Cette invention concerne un support lisible par ordinateur permettant d'analyser un appel téléphonique entre un client et un centre d'appels. Le support lisible par ordinateur comprend un segment de code qui permet d'analyser une communication téléphonique en appliquant un critère d'attrition et de rétention prédéterminé à la communication téléphonique afin de calculer une probabilité d'attrition, un segment de code qui permet de recevoir des données de valeur client associées au client, un segment de code qui permet de comparer la probabilité d'attrition aux données de valeur client, et un segment de code qui permet de générer une stratégie de rétention sur la base de la comparaison de la probabilité d'attrition aux données de valeur client.

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