Recorded customer interactions and training system, method...

Details Recorded customer interactions and training system, method... Recorded customer interactions and training system, method...

G - Physics

06

F

G06F 9/46 (2006.01)

Patent

CA 2620046

A system, method and computer program product for recording customer interactions, analyzing recordings and/or providing quality assessment and/or training is set forth. In an exemplary embodiment of the present invention, a system may include a customer interaction recordation application service provider system, which may include, in an exemplary embodiment, an ambulatory capture device adapted to record at least one audio (and/or video) face-to- face interaction between two parties such as, e.g., between an employee and a customer; an aggregation device which may include a cradle adapted to receive said capture device; an application service provider (ASP) server system adapted for user interactive access and analysis of the at least one captured interaction; and a network coupling the aggregation device to the ASP server system adapted to transmit the at least one captured interaction to the ASP server system upon receipt of the capture device in the cradle.

L'invention concerne un système, un procédé et un produit-programme informatique pour l'enregistrement d'interactions clients, pour l'analyse d'enregistrements et/ou la fourniture d'une évaluation de qualité et/ou pour l'apprentissage. Dans un mode de réalisation de la présente invention, un système peut comprendre un système fournisseur de service d'application d'enregistrement d'interactions clients, lequel peut comprendre, dans un mode de réalisation, un dispositif de capture ambulatoire conçu pour enregistrer au moins une interaction en face-à-face audio (et/ou vidéo) entre deux parties comme, par ex., entre un employé et un client ; un dispositif d'agrégation qui peut comprendre une station d'accueil conçue pour recevoir ledit dispositif de capture ; un système serveur fournisseur de services d'applications (ASP) conçu pour l'accès interactif de l'utilisateur et l'analyse de l'interaction ou des interactions capturées ; et un réseau couplant le dispositif d'agrégation au système serveur ASP conçu pour transmettre l'interaction ou les interactions capturées au système serveur ASP lors de la réception du dispositif de capture dans la station d'accueil.

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