Robert L Zacher

US Patent:

20120215538, Aug 23, 2012

Filed:

Feb 17, 2011

Appl. No.:

12/932102

Inventors:

Andrew Cleasby - Haverhill MA, US
Robert Zacher - Arlington MA, US

Assignee:

CISCO TECHNOLOGY, INC. - San Jose CA

International Classification:

G10L 15/04
H04M 3/00

US Classification:

704251, 3792661, 704E15005

Abstract:

In one embodiment, a method includes identifying a first communication from a customer, identifying a second communication from the customer following a response to the first communication from a contact center, and analyzing the first and second communications at a contact center network device to determine a change in sentiment from the first communication to the second communication. An apparatus for contact center performance measurement is also disclosed.