Customer Interaction Recording and Distribution System
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Solution Overview
Problem
Existing call recording systems are often device or infrastructure-centric, making it difficult for organizations to record and distribute customer interactions in a customer-centric manner, particularly when customers need access to their own recorded calls.
Innovation Solution
A system that allows organizations to record and manage customer interactions internally, using a recording and distribution management unit to associate calls with customer records, determine if recordings should be made, and deliver them to customers securely through methods like email or web uploads, based on customer preferences.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If calls are recorded by an organization using internal devices, then organizational control over recording and storage is maintained, but recorded information is only readily available to personnel of the organization and not to external customers
Solution Approach 1:
The patent introduces an intermediary mechanism (recording distribution System 150, gateway 115, and management unit 156) that mediates between the organization's internal recording system and external customer access requirements. This intermediary enables secure customer access to their own recorded calls through authorized channels (email, web portal, IVR) while maintaining organizational control over the recording infrastructure and distribution policies.
2Ease of operation
If customer-centric call recording is implemented, then customers can access their own recorded calls, but additional hardware or software installation is required
Solution Approach 1:
The patent implements a copying mechanism where the organization's internal recording system creates copies of customer calls that can be distributed to customers through multiple channels (email attachments, web portal uploads, IVR playback). This copying approach enables customer access without requiring customers to have their own recording hardware or software, as they receive access to copies of the recordings through various delivery mechanisms.
3Reliability
If recorded calls are stored on internal organization devices, then security and control are maintained, but distribution to external entities is limited
Solution Approach 1:
The patent adds a new dimension to the recording system by implementing a distribution management layer that operates alongside the traditional storage function. This layer enables recordings to be accessed and distributed through multiple dimensions or channels (electronic mail system 160, web portal 125, IVR system 120) while the recordings themselves remain stored on secure internal devices. This dimensional addition resolves the contradiction by maintaining security in the storage dimension while enabling versatile distribution through access dimension.
Data Source
AI summary
A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed.