Abstract: An operator supporting apparatus displays information for supporting an operator who talks over a telephone with a client in a call center on an operator terminal, and records a call between the operator and the client. A cooperation-control-information storing unit stores a call content identifier that is to be added to a call recording to specify a spot to be played when the call recorded is partially played, in association with an operation performed by the operator. An identifier specifying unit specifies, when the operator operates the operator terminal, the call content identifier corresponding to the operation performed by the operator. An identifier adding unit adds the call content identifier specified to the call recording.

Abstract: A voice response apparatus and method in which narrative text contained in a database is presented to a user through a telephone. Based on user responses, the voice response apparatus selects only the appropriate text which matches the user's selection. The user has the option of listening to a human voice synthesized by the system reciting the text or having the text and corresponding graphics faxed to him. At any point during the recitation of text, the user may select certain options made available by the system. These options include among many: increasing the speed of the voice reciting the text; decreasing the speed of the voice reciting the text; listening to a summary of the text rather than the full text; discontinuing recitation of the text; and switching to a different text. The system, upon detection of a user option selection, marks a position in the text and continues the recitation from that point when appropriate depending on the option selected.