Abstract: A speech analytics system (“SAS”) monitors speech from a remote party and agent to determine when text-based guidance information (“TBGI”) and a script control icon is to be provided to the agent. The agent may respond to a particular context with certain information, either by verbally informing the remote party or causing a prerecorded script to be played to the remote party. In one embodiment, the SAS monitors the agent's speech to ascertain if an expected speech response is provided by the agent within a first time period. If not, the SAS may cause another TBGI and script control icon to be presented to the agent, and again monitor the agent's speech to ascertain if an expected speech response is provided by the agent within a second time period. If the agent again fails to respond properly, then data may be written indicating a compliance failure.

Abstract: A speech analytics system (“SAS”) monitors speech from a remote party and agent to determine when text-based guidance information (“TBGI”) and a script control icon is to be provided to the agent. The agent may respond to a particular context with certain information, either by verbally informing the remote party or causing a prerecorded script to be played to the remote party. In one embodiment, the SAS monitors the agent's speech to ascertain if an expected speech response is provided by the agent within a first time period. If not, the SAS may cause another TBGI and script control icon to be presented to the agent, and again monitor the agent's speech to ascertain if an expected speech response is provided by the agent within a second time period. If the agent again fails to respond properly, then data may be written indicating a compliance failure.

Abstract: A speech analytics system (“SAS”) monitors speech from a remote party and agent to determine when text-based guidance information (“TBGI”) and a script control icon is to be provided to the agent. The agent may respond to a particular context with certain information, either by verbally informing the remote party or causing a prerecorded script to be played to the remote party. In one embodiment, the SAS monitors the agent's speech to ascertain if an expected speech response is provided by the agent within a first time period. If not, the SAS may cause another TBGI and script control icon to be presented to the agent, and again monitor the agent's speech to ascertain if an expected speech response is provided by the agent within a second time period. If the agent again fails to respond properly, then data may be written indicating a compliance failure.

Abstract: A call center compliance system is used to ensure that agents adhere to call center policies and applicable regulations when handling calls. A call handler processing a call between an agent and a remote party bridges on a speech analytics component. A keyword set is used by the speech analytics component to analyze the remote party's or the agent's speech. If a keyword is detected, an event notification is provided from the speech analytics component to the call handler. A logic script executing in the call handler defines what actions are to occur in response to receiving the event notification. The call handler can provide information to the agent, record a violation, or await further event notifications. In one embodiment, detection of a first keyword in a first keyword set spoken by a remote party causes the agent's speech to be monitored using a second keyword set.