| 20110125498 | METHOD AND APPARATUS FOR HANDLING A TELEPHONE CALL - One embodiment of the invention provides a computer-implemented method of handling a telephone call. The method comprises monitoring a conversation between an agent and a customer on a telephone line as part of the telephone call to extract the audio signal therefrom. Real-time voice analytics are performed on the extracted audio signal while the telephone call is in progress. The results from the voice analytics are then passed to a computer-telephony integration system responsible for the call for use by the computer-telephony integration system for determining future handling of the call. | 05-26-2011 |
