Abstract: A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.

Abstract: Systems and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a method may include a voice interaction, wherein the agent follows the script via a plurality of panels. The voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.

Abstract: Systems and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a method may include a voice interaction, wherein the agent follows the script via a plurality of panels. The voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.

Abstract: Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In still other aspects of the invention, respective data for specific interactions, including voice records or panels, transcribed text equivalents to such voice records or panels, and/or script text governing such voice records or panels, can be forwarded to one or more respective clients.

Abstract: A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.

Abstract: Systems and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a method may include a voice interaction, wherein the agent follows the script via a plurality of panels. The voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.

Abstract: A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.

Abstract: Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In still other aspects of the invention, respective data for specific interactions, including voice records or panels, transcribed text equivalents to such voice records or panels, and/or script text governing such voice records or panels, can be forwarded to one or more respective clients.

Abstract: Systems and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a method may include conducting the voice interaction between the agent and a client, wherein the agent follows the script via a plurality of panels. From there, the voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.

Abstract: Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script.

Abstract: Systems and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a method may include conducting the voice interaction between the agent and a client, wherein the agent follows the script via a plurality of panels. From there, the voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.

Abstract: A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, performing a field-by-field comparison of the converted one of the first address information and the second address information to the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.

Abstract: Systems and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a method may include conducting the voice interaction between the agent and a client, wherein the agent follows the script via a plurality of panels. From there, the voice interaction is evaluated via the plurality of panels employing panel-by-panel playback with an automatic speech recognition component adapted to analyze the voice interaction. As such, it may be determined, via generating a score using confidence level thresholds of an automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against at least one of a static standard and a varying standard, whether the agent has adequately followed the script.

Abstract: Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script.

Abstract: Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In still other aspects of the invention, respective data for specific interactions, including voice records or panels, transcribed text equivalents to such voice records or panels, and/or script text governing such voice records or panels, can be forwarded to one or more respective clients.

Abstract: Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script.

Abstract: A system, method, and computer readable medium for confirmation and verification of shipping address data associated with a transaction. The invention provides a method of verifying first and at least second shipping address information associated with transactions conducted over a telecommunications network. The first and second shipping address information can be stored respectively in a first format and a second format, such as respective speech and text formats. The method functions by accessing address information pertaining to a specific transaction by extracting the respective address information as stored in both formats. The address information is then compared to each other to ensure that they are consistent. If the address information as stored in the two respective formats are sufficiently inconsistent, the underlying transaction may be dispositioned in various ways according to the difference.

Abstract: Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In yet still further aspects of the invention, feedback in the form of voice records of portions of interactions that the agent handled deficiently, voice records containing recommended improvements to such interactions, as well as supplemental information can be transmitted to the agent.

Abstract: Methods, apparatus, and computer readable media for confirmation and verification of shipping address data associated with a transaction. The invention as described herein provides a method of verifying first and at least second shipping address information associated with transactions conducted over a telecommunications network. The first and second shipping address information can be stored respectively in a first format and a second format, such as respective speech and text formats. The method functions by accessing address information pertaining to a specific transaction by extracting the respective address information as stored in both formats. The address information is then compared to each other to ensure that they are consistent. If the address information as stored in the two respective formats are sufficiently inconsistent, the underlying transaction may be dispositioned in various ways according to the difference.

Abstract: Method, apparatus, and computer-readable media for minimizing the risk of fraudulent access to call center resources. The invention described herein provides a method of minimizing fraudulent access to call center resources, with the method including at least the following. One or more authenticated biometric samples are associated with at least one person. The person then submits at least one test biometric sample during a login process to obtain authorization to access to call center resources, for example, to process telephone calls or to receive training. This test biometric sample is captured and the differences between the test biometric sample and the one or more authenticated biometric samples is quantified. Depending on the degree of difference between the at least one authenticated biometric sample and the test biometric sample, the person's request for authorization to access call center resources is dispositioned.