Stephen N Bittner

US Patent:

8160211, Apr 17, 2012

Filed:

Jul 12, 2010

Appl. No.:

12/834120

Inventors:

Stephen Nicholas Bittner - Clifton VA, US

Assignee:

Convergys Customer Management Group, Inc. - Cincinnati OH

International Classification:

H04M 1/64

US Classification:

379 72, 379 8818, 37920112

Abstract:

An IVR signature detection and event management system facilitates real-time discovery and notification of abnormal behavior within an IVR system. The system collects metrics associated with usage of the IVR system. The system uses the collected metrics to define a baseline. Having defined a baseline, the system collects evaluation metrics for comparison to the baseline. Where the evaluation metrics deviate from the baseline beyond a threshold deviation, the system detects aberrance. The system triggers an event in response to the detected aberrance. The event may be a message, one or more corrective actions, or the like.

US Patent:

20050201526, Sep 15, 2005

Filed:

Mar 10, 2005

Appl. No.:

11/076602

Inventors:

Stephen Bittner - Clifton VA, US

International Classification:

H04M001/24

US Classification:

379032010

Abstract:

An IVR signature detection and event management system facilitates real-time discovery and notification of abnormal behavior within an IVR system. The system collects metrics associated with usage of the IVR system. The system uses the collected metrics to define a baseline. Having defined a baseline, the system collects evaluation metrics for comparison to the baseline. Where the evaluation metrics deviate from the baseline beyond a threshold deviation, the system detects aberrance. The system triggers an event in response to the detected aberrance. The event may be a message, one or more corrective actions, or the like.