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A method for enabling a customer of a call center to obtain a voice recording of his interaction with a call centers's

IP.com Disclosure Number: IPCOM000020387D
Original Publication Date: 2003-Nov-19
Included in the Prior Art Database: 2003-Nov-19

Publishing Venue

IBM

Abstract

A method for enabling a customer of a call center to obtain a voice recording of his interaction with a call center's agent. The key idea of this invention is to take advantage of the callback function initiated from a web page, to provide the customer with the ability to request, and receive by E-mail the recording of his interaction as an audio file. Although the novelty of this idea is within the premises of the callback function, the case where the call is initiated by the customer over the phone is also covered. In this case a regular voice mail box technique to handle the conversation's recording may be deployed.