Patents Assigned to ScanSoft, Inc., a Delaware corporation
  • Call analysis
    Publication number: 20030154072
    Abstract: A method of analyzing a collection of calls at one or more call center stations. The method includes receiving lexical content of a telephone call handled by a call center agent and identifying one or more features of the telephone call based on the received lexical content. The method also includes collectively analyzing the stored features along with the stored features of other telephone calls and reporting results of the analyzing.
    Type: Application
    Filed: January 16, 2003
    Publication date: August 14, 2003
    Applicant: ScanSoft, Inc., a Delaware corporation
    Inventors: Jonathan Hood Young, Sean D. True, David Meyer Ray, Jakob Wahlberg, Bradley Ray Howes, Megan M. McA'nulty, John A. Morse, Mark Jackson