Abstract: Aspects of the present disclosure relate to systems and methods for detecting emerging events. In various examples, a method for detecting emerging events includes obtaining communication data associated with communication between multiple sources, segmenting communication data into multiple segments, determining whether a data segment belongs to a familiar topic or none, and generating a notification when a familiar topic is mentioned for more or less than a mention prediction. Additionally, or alternatively, a notification may be generated when an unfamiliar topic emerges from a set of unfamiliar data segments if an associated segment count exceeds a critical mass threshold. To determine whether a data segment belongs to a familiar topic, the data segment may be transformed into a feature vector and mapped onto a feature space, where a distance-based similarity score may be determined.

Abstract: Aspects of the present disclosure relate to evaluating a contact center agent using an automated evaluation process that employs aspects of machine learning to review pieces of content, identify context within a piece of content where a compliance statement is required, and determine if a compliance statement was given by the agent. In some embodiments, a compliance model is trained and utilized to recognize context within the customer-agent interaction indicating that a compliance statement should be given by the agent. The presence or absence of a compliance statement in the piece of content may then be evaluated by the model and reported to the contact center supervisor. The automated nature of the invention efficiently and effectively reduces the unnecessary randomness introduced by a manual review process while providing improved assurance that compliance requirements are consistently provided during customer interactions.

Abstract: A system and method for monitoring call quality for calling centers using packet based call technology. A distributed system manages packet flow between a caller and a call center agent and storage servers. The distributed system is used to monitor, record and analyze real time communications between the caller and the agent and to identify whether certain predetermined parameters are occurring in any particular call. In the event that such a predetermined parameter does exist, a message can be sent to a supervisory station or dialog guidance messages may be sent to the agent.

Abstract: Systems and methods of improving speech recognition accuracy using statistical analysis of word or phrase-based search terms are disclosed. An illustrative system for statistically analyzing search terms includes an interface adapted to receive a text-based search term, a textual-linguistic analysis module that detects textual features within the search term and generates a first score, a phonetic conversion module that converts the search term into a phoneme string, a phonetic-linguistic analysis module that detects phonemic features within the phoneme string and generates a second score, and a score normalization module that normalizes the first and second scores and outputs a search term score to a user or process.

Abstract: Devices, systems, and methods for recording call sessions over a VoIP network using a distributed record server architecture are disclosed. An example recording device for recording segments of a call session includes a record server configured to receive an agent voice data stream and an external caller voice data stream from an agent telephone station, and a file repository configured to store voice data and call data associated with each recorded segment of the call session. The recording device is configured to tag recorded segments of each call session, which can be later used by a third-party application or database to check the status and/or integrity of the recorded call session.

Abstract: Systems and methods for recording call sessions over a telephony network using a desktop recording architecture are disclosed. An illustrative system for recording call sessions over a telephony network includes one or more user telephone stations equipped with a telephone and computer desktop, and one or more additional record services or record servers. A desktop recording service associated with the computer desktop is configured to operate as either a primary or secondary recording service for recording inbound or outbound calls conducted over the user telephone station.

Abstract: Systems and methods for monitoring call sessions over an IP telephony network are disclosed. An illustrative system for monitoring call sessions over an IP telephony network includes a number of user telephone stations, a communications manager configured to direct call session data streams to the user telephone stations, and an application configured to receive the call session data streams and direct those streams to one or more monitoring stations for monitoring. The call session data streams can be sent directly to the monitoring stations or can be sent to the monitoring stations via a monitoring server that forwards the call session data streams to a record service or record server.

Abstract: Systems and methods for recording call sessions over a telephony network using a desktop recording architecture are disclosed. An illustrative system for recording call sessions over a telephony network includes one or more user telephone stations equipped with a telephone and computer desktop, and one or more additional record services or record servers. A desktop recording service associated with the computer desktop is configured to operate as either a primary or secondary recording service for recording inbound or outbound calls conducted over the user telephone station.

Abstract: Devices, systems, and methods for recording call sessions over a VoIP network using a distributed record server architecture are disclosed. An example recording device for recording segments of a call session includes a record server configured to receive an agent voice data stream and an external caller voice data stream from an agent telephone station, and a file repository configured to store voice data and call data associated with each recorded segment of the call session. The recording device is configured to tag recorded segments of each call session, which can be later used by a third-party application or database to check the status and/or integrity of the recorded call session.

Abstract: Systems and methods of improving speech recognition accuracy using statistical analysis of word or phrase-based search terms are disclosed. An illustrative system for statistically analyzing search terms includes an interface adapted to receive a text-based search term, a textual-linguistic analysis module that detects textual features within the search term and generates a first score, a phonetic conversion module that converts the search term into a phoneme string, a phonetic-linguistic analysis module that detects phonemic features within the phoneme string and generates a second score, and a score normalization module that normalizes the first and second scores and outputs a search term score to a user or process.

Abstract: A system and method for monitoring call quality for calling centers using packet based call technology. A distributed system manages packet flow between a caller and a call center agent and storage servers. The distributed system is used to monitor, record and analyze real time communications between the caller and the agent and to identify whether certain predetermined parameters are occurring in any particular call. In the event that such a predetermined parameter does exist, a message can be sent to a supervisory station or dialog guidance messages may be sent to the agent.