Patents by Inventor Catherine Rivier

Catherine Rivier has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Method and apparatus of analyzing customer call data and related call information to determine call characteristics
    Patent number: 8989368
    Abstract: A method and apparatus of processing a customer call is disclosed. The customer call may be initiated for an IVR type system or a live agent. An example method of processing the call may include receiving customer call data and recording the customer call data in a database server. The method may also include performing speech analytics on the recorded customer call data to determine instances of predefined information that occurred during the customer call, and displaying the results of the speech analytics on a user interface. The call analytics may populate a dashboard interface that provides a data analyst with an opportunity to understand the positive and negative portions of the call for future call improvement.
    Type: Grant
    Filed: November 19, 2013
    Date of Patent: March 24, 2015
    Assignee: West Corporation
    Inventors: Catherine Rivier, Michael J. Moore, Erika Nelson Kessenger
  • Method and apparatus of analyzing customer call data and related call information to determine call characteristics
    Patent number: 8615074
    Abstract: A method and apparatus of processing a customer call is disclosed. The customer call may be initiated for an IVR type system or a live agent. An example method of processing the call may include receiving customer call data and recording the customer call data in a database server. The method may also include performing speech analytics on the recorded customer call data to determine instances of predefined information that occurred during the customer call, and displaying the results of the speech analytics on a user interface. The call analytics may populate a dashboard interface that provides a data analyst with an opportunity to understand the positive and negative portions of the call for future call improvement.
    Type: Grant
    Filed: January 5, 2011
    Date of Patent: December 24, 2013
    Assignee: West Corporation
    Inventors: Catherine Rivier, Michael J. Moore, Erika Nelson Kessenger
  • Open framework definition for speech application design
    Patent number: 8595013
    Abstract: A method, a system, and computer readable medium comprising instructions for an open framework for speech application design are provided. The method comprises defining at least one element of a speech application, creating a design for a first step in designing the speech application using a data presentation element, storing the design in a repository using a data repository element, generating a design for a second step in designing the speech application using a data generation element, and presenting the design for the second step using the data presentation element.
    Type: Grant
    Filed: February 8, 2008
    Date of Patent: November 26, 2013
    Assignee: West Corporation
    Inventors: Edgar J. Leon, Summer Limbo, Shipra Gupta, Catherine Rivier