Patent ID: 8019074
Filing Date: 2011-09-13
Classification: G10L,H04M

Abstract:
1. An automated, computer-based system for tracking, reconciling, and reporting on data representing at least one Dual Tone Multi-Frequency (DTMF) tone and at least one voice signal that are communicated between at least one call center and at least one user during at least one interaction therebetween, the system comprising: at least one data store adapted to store at least first data representing the at least one DTMF tone; at least one transcription process adapted to receive data representing the at least one voice signal and to convert it into corresponding text, wherein the at least one transcription process operates as at least one of a third-party relative to the at least one call center and the at least one user, and an in-house entity relative to the at least one call center; at least one report generation process adapted at least to: obtain at least the first data and the corresponding text, transmit at least one report to at least one client, the report containing at least the first data, the at least one voice signal and the corresponding text, and update the at least one data store, wherein the data store allocates a space for and stores at least one of a plurality of records, in response to transmission of the at least one report; and at least one reconciliation process communicating with the at least one data store to receive data enabling reconciliation of data as tracked by the at least one call center, and as tracked by at least one entity other than the at least one call center, and being adapted to calculate and display reconciliation data at least to the at least one call center.