Patent Document ID: 8600756
Application ID: 12999899
Patent Status: 1

Claim One:
1. A computer-implemented method of handling a telephone call, the method comprising: monitoring a conversation between an agent and a customer on a telephone line as part of said telephone call to extract the audio signal therefrom; performing real-time voice analytics on the extracted audio signal while the telephone call is in progress, and passing results from the voice analytics to a computer-telephony integration system responsible for the call, wherein the computer-telephony system is located in a telephony carrier service provider equipment (SPE) environment located remotely from a customer service center where a plurality of agents that serve customers for an enterprise are located, and wherein the computer-telephony system provides a bridge for the telephone call between the agent and the customer, wherein the audio signal is extracted at the bridge, and wherein the real-time voice analytics is performed by a speech analytics server computer located in the service provider environment proximate to the bridge; and using the results by the computer-telephony integration system for determining future handling of the call in respect of compliance testing in order to confirm that the agent has made one or more predetermined statements relating to a transaction during the telephone conversation; and if the voice analytics system does not confirm that the agent has made said the one or more predetermined statements, automatically preventing by the computer-telephony integration system the agent from completing the transaction with the caller.