Patent ID: 8117064

Claim:
An integrated contact center comprising: at least one computing device; a content recorder configured to record content of a plurality of customer-agent interactions through a network; an analytics component of the at least one computing device configured to perform speech analysis using: an unstructured data analysis to extract context and identification of words/phrases; a conversion of audio of the customer-agent interactions to a phonetic representation to tag the customer-agent interactions; a plurality of patterns of at least a portion of the customer-agent interactions to determine patterns that match the customer-agent interactions, wherein each pattern has a weight and an associated bucket from a plurality of buckets; and a classification of the analyzed interactions into one of the plurality of buckets by matching the analyzed interactions with a predetermined number of patterns in the one of the plurality of buckets, and wherein it is determined if a sum of the weights of the predetermined number patterns associated with the one of the plurality of buckets that match the customer-agent interactions exceed a threshold for that bucket, the threshold being associated with an intent of a customer associated with the customer-agent interactions, and producing an evaluation based on the classification; a quality monitor of the at least one computing device configured to determine a quality score for one of the interactions, based at least in part on the evaluation produced by the analytics component; a learning component of the at least one computing device to deliver a targeted learning session to an agent through the network based at least in part on the quality score or the evaluation, wherein the lesson includes a lesson completion date; and an adherence component that determines if a lesson has been completed by the lesson completion date, and if not, notes an exception to adherence for the agent.