An automated third party verification system and method for verifying a customer's authorization to switch long distance service providers. The system broadly comprises a customer database manager, a third party verification (TPV) interactive voice response (IVR) system, and a TPV management system. The customer database manager contacts the customer and, responsive to the customer's authorization to switch long distance carriers, creates a text file of the customer's responses to a series of questions supporting the authorization. The text file is sent to the TPV IVR system. The TPV IVR system directs a series of scripted questions, corresponding to those already asked by the customer database manager, to the customer and records the responses as voice clips. The TPV management system presents the voice clips and the corresponding text file to a verifier through a voice data verification module. Verifications made by the verifier through the voice data verification module are monitored by a quality assurance processor within the TPV management system. The quality assurance processor targets suspect verifications and accelerates the input of test entries to the voice data verification module to confirm invalid verifications. Final verification status, when determined, is sent by the quality assurance processor to the customer database manager.
This patent stems from a continuation application of a patent application entitled, THIRD PARTY VERIFICATION SYSTEM AND METHOD, having Ser. No. 08/803,409, and filing date Feb. 20, 1997, now U.S. Pat. No. 5,819,029. The benefit of the earlier filing date of the parent patent application is claimed pursuant to 35 U.S.C. .sctn. 120.
A system establishes a session with a voice response unit. The system receives a pause signal and pauses the session, and receives a resume signal and resumes the session. A message interrupted by the pause may be continued or replayed.
An automated third party verification system and method for verifying a customer's authorization to switch long distance service providers. The system broadly comprises a customer database manager, a third party verification (TPV) interactive voice response (IVR) system, and a TPV management system. The customer database manager contacts the customer and, responsive to the customer's authorization to switch long distance carriers, creates a text file of the customer's responses to a series of questions supporting the authorization. The text file is sent to the TPV IVR system. The TPV IVR system directs a series of scripted questions, corresponding to those already asked by the customer database manager, to the customer and records the responses as voice clips. The TPV management system presents the voice clips and the corresponding text file to a verifier through a voice data verification module. Verifications made by the verifier through the voice data verification module are monitored by a quality assurance processor within the TPV management system. The quality assurance processor targets suspect verifications and accelerates the input of test entries to the voice data verification module to confirm invalid verifications. Final verification status, when determined, is sent by the quality assurance processor to the customer database manager.
A system and method for monitoring a telephone switching environment. In a preferred embodiment the system and method construct a call record for each telephone call; receive data regarding telephony events; match a received telephony event with a call record; update the matching call record based on the received telephony event data; and combine the updated call record with data indicating the location of recorded audio data for the segment of the call, to generate a master call record representing the lifetime of the telephone call. Additionally, the system and method are capable of assembling and playing back segments of telephone calls using the recorder locations described in the master call record for each telephone call, and of using the master call record to display a graphical representation of the telephone call.
A verification system for obtaining, storing and providing access to information regarding a commitment or position of an individual or entity. In one embodiment the verification system comprises an interactive voice response system or computer program interface capable of obtaining and recording information regarding any of a number of commitments from an individual or entity, such as a commitment to change long distance telephone service providers. The verification system comprises a voice response unit configured to query pertinent information from an individual and record the responses to the queries in a digital format. Upon completion of a successful session, the voice response unit forwards the recorded responses confirming consent, to a storage device, such as a computer server. As desired, the recorded responses can be retrieved from the server by telephone or computer for verification of the consent, commitment, or position of the individual or entity.
A verification system for obtaining, storing and providing access to information regarding a commitment or position of an individual or entity is provided. In one embodiment the verification system comprises an interactive voice response system or computer program interface capable of obtaining and recording information regarding any of a number of commitments from an individual or entity, such as a commitment to change long distance telephone service providers. The verification system comprises a voice response unit configured to query pertinent information from an individual and record the responses to the queries in a digital format. Upon completion of a successful session, the voice response unit forwards the recorded responses confirming consent, to a storage device, such as a computer server. As desired, the recorded responses can be retrieved from the server by telephone or computer for verification of the consent, commitment, or position of the individual or entity.
