Abstract: Included are embodiments for detecting presence in a call control protocol environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.

Abstract: The invention is directed to methods for identification of users communicating with web servers by replacing or creating browser information associated with a user. In one embodiment, a local object store containing cookie values or URL data on the user's computer is accessed when a web page is rendered. The values stored in the local object store are used to recreate cookies that have been deleted from the computer's web browser or the URL data is used to identify web pages that the user has downloaded. Once recreated, the cookies may be placed back in the web browser or the URL data may be used by the web-server in targeting the user for advertisements, personalization, etc.

Abstract: Data exchanged between at least one server and at least one user is intercepted in a capturing module that operates independently from the server and the user. A copy of the intercepted data is stored in a database. The intercepted data that is destined for the server is forwarded to the server, or the intercepted data that is destined for the user is forwarded to the user. The intercepting and storing are performed transparently to the user. Interception of data may be performed continuously, and storing of data may be performed during a predetermined time window or at predetermined time intervals. The intercepted data may include events, attributes, images, user identifications, requests, and/or responses. Only a predetermined portion of the data and/or data that satisfies predefined rules is stored. The user may be a web server or a web browser, and the server may be a web server. The data may be exchanged in the form of an Internet protocol and assembled into a web page view for the user.

Abstract: The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional “suite” approach to a true single workforce optimization platform.

Abstract: To provide human forecasters with monitoring and verification tools to know when a machine-generated forecast may already be good enough for public use or to know when to intervene to improve a forecast. Performance support systems and methods that deliver real-time feedback of previous forecasts and forecast accuracy in order to optimize the human forecaster's effectiveness. The systems and methods allow human forecasters to receive feedback from an array of different comparison products, including verification information, forecast discussions and forecast tools, in order to learn from previous forecast performance during similar situations so that human forecasters can focus their energies and resources to those tasks that they can add value to or over machine-generated forecasts. As such, the systems and methods of the present invention allow human forecasters to improve machine-generated forecasts and provide improved operational results.

Abstract: The present invention provides for a system, and related method, for use in the monitoring of communications traffic, comprising the step of recording the said traffic and storing the recorded traffic in an encrypted data format such that the data can be decrypted only by means of keys that exhibit restricted availability.

Abstract: Systems and methods for monitoring information corresponding to communication sessions are provided. A representative method includes: receiving information corresponding to the communication session; storing the information in long term storage; extracting a first portion of the information from the long term storage; populating a database with the first portion of the information such that the portion of the information is stored in the database in addition to being stored in the long term storage; determining that additional information corresponding to the communication session is required for use; and extracting an additional portion of the information from the long term storage.

Abstract: Systems and methods for providing recording of communications are provided. A representative method incorporates: providing recording as a service on a network such that: the network determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a communication that is to be recorded and the network directs information corresponding to the IP packets associated with the communication to a long term storage device.

Abstract: Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.

Abstract: Systems and methods for analyzing communications of a contact center are provided. A representative system incorporates a first computer application operative to reconstruct progress of a communication through the contact center such that information corresponding to the progress of the communication is presented to a user.

Abstract: Systems and methods for analyzing communication sessions are provided. A representative method includes: recording the communication session; identifying those portions of the communication session not containing speech of at least one of the agent and the customer; and performing post-recording processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of the agent and the customer.

Abstract: Systems and methods for analyzing communication sessions using fragments are provided. In this regard, a representative method includes: delineating fragments of an audio component of a communication session, each of the fragments being attributable to a party of the communication session and representing a contiguous period of time during which that party was speaking; and automatically assessing quality of at least some of the fragments such that a quality assessment of the communication session is determined.

Abstract: Systems and methods for recording an encrypted contact center interaction.

Abstract: A computer-implemented method for communication analysis includes monitoring communication sessions, which are conducted by entities in a communication network. Identifiers that identify the entities are extracted from the monitored sessions. The identifiers extracted from the sessions are grouped in respective identity clusters, each identity cluster identifying a respective entity. A subset of the identity clusters, which includes identifiers that identify a target entity, is merged to form a merged identity cluster that identifies the target entity. An activity of the target entity in the communication network is tracked using the merged identity cluster.

Abstract: At least one contact between at least one server and at least one user is archived. The contact includes a recorded interaction between the user and the server, e.g., a recorded interaction between a customer and a customer service agent via the server. The contact is associated with a contact folder in a local storage. A portion of the contact is selected to be archived, and the time to archive the selected portion is determined. The selected portion of the contact is archived in an extended storage at the determined time. Archiving includes copying at least the content from the associated contact folder in the local storage and forwarding at least the copied content to an extended storage. A portion of the archived contact or the entire archived contact may be restored by determining that the contact is archived and retrieving the contact or the portion of the contact from the extended storage.

Abstract: Systems and methods for recording audio are provided. In this regard, an representative method comprises: receiving audio information corresponding to an audio communication; receiving parameter information corresponding to a manner in which the audio communication is to be provided to a user in audible form; providing the audio information and the parameter information in the form of Internet Protocol (IP) packets; and recording the audio information and the parameter information provided by the IP packets.

Abstract: Included are systems and methods for distributive network control. Also embodiment of a method includes receiving an indication related to recording data stored on a local cache and determining whether to remotely store at least a portion of the data. Some embodiments include sending a request for the stored data.

Abstract: Systems and methods are disclosed for retrieving and playing back a secure, captured data in a customer center. In another embodiment, the method comprises: transmitting a request by a retrieval component to retrieve stored, encrypted data from a recording subsystem; establishing a secure communication between the retrieval component and the recording subsystem to retrieve the stored, encrypted data; receiving the stored, encrypted data by the retrieval component; transmitting a request to retrieve electronic keys for decrypting the stored, encrypted data; receiving the electronic keys by the retrieval component; decrypting the stored, encrypted data using the electronic keys; and playing back the decrypted data.

Abstract: Systems and methods are disclosed for providing electronic keys that are used to encrypt and decrypt secure, captured data in a customer center. In one embodiment, the method comprises the steps of: establishing a secure communication over a network between the key management system and a retrieval component; transmitting a duplicate copy of at least one electronic key to a cache that is electrically coupled to the retrieval component; receiving a request to retrieve the electronic keys; and transmitting the retrieved electronic keys for decrypting the stored data.

Abstract: A method for monitoring communication includes intercepting one or more communication links, which are part of a communication system that includes a plurality of the communication links. Data content that is carried by the one or more communication links is decoded. First and second mathematical fingerprints related to the one or more intercepted communication links are computed by evaluating statistical characteristics of the data content decoded from the one or more communication links. The first and second fingerprints are compared to produce a matching result, and a predefined action is performed with respect to the one or more communication links responsively to the matching result.