Patent ID: 7728870

Claim:
An apparatus for capturing, storing and retrieving face-to-face interactions between an agent and at least one customer in walk-in environments for the purpose of further analysis and quality management, the apparatus comprising: a device for capturing and storing substantially fully a face to face interaction in the presence of the agent and the at least one customer parties; a database for storing data and metadata information associated with the captured face-to-face interaction, thus obtaining a stored face-to-face interaction; and a quality management system comprising an application for receiving input from a human team-leader or a supervisor filling an evaluation form, for evaluating the performance of the agent by the team-leader or the supervisor, from the stored face-to-face interaction for enhancing an at least one service suggested to the at least one customer, or for getting information about the at least one customer's satisfaction, or for proposing a quality management solution.