Abstract: Method and system for configuring a model and deploying it on a target. The method may include using a processing unit, automatically generating a plugin based on a statistical model, the plugin including variables and issue definitions extracted from the model; and deploying the plugin on a target platform.

Abstract: A recording server and method for recording and modifying a video dataset, the recording server including a memory storing a code, and at least one processor configured to execute the code, wherein the code includes instructions for receiving a video dataset including an initial fully-coded frame and subsequent plurality of partially-coded frames, selecting at least one of the plurality of partially-coded frames, for replacement of each of the selected frames with a corresponding fully-coded frame, and for each selected partially-coded frame, calculating the corresponding fully-coded frame and replacing the selected partially-coded frame with the calculated corresponding fully-coded frame.

Abstract: The subject matter discloses a method for detection and analysis of first contact resolution failures comprising: obtaining a first plurality of digital representations, each digital representation of the first plurality is associated with a contact center interaction; determining a pair of digital representations that represent a pair of contact center interactions determined from the first plurality of digital representations according to metadata associated with the pair of contact center interactions; determining topics of each interaction of the determined pair of contact center interactions represented by the pair of digital representations; classifying the pair of contact center interactions as first contact resolution failure or first contact resolution interactions pair.

Abstract: Responsive to concurrently recording on a plurality of recorders a telephonic interaction constructing a plurality of playlists, and according to faults identified while recording the plurality of playlists evaluating a quantitative quality score for each playlist in the plurality of playlists and presenting the playlists in a prioritized order according to the scores thereof.

Abstract: A system and method for analysis of interactions with a customer service center, comprising receiving a plurality of customer service interactions, receiving a word cloud computed for the plurality of customer service interactions, consolidating similar or synonymous words into word sets, constructing a weighted graph of the word sets, generating a query for the interaction topic based on a corresponding subset of word sets, selecting at least one representative interaction from the retrieved customer service interactions, and displaying at least a portion of the representative interaction for the selected identified topic.

Abstract: Systems and methods for sentiment lexicon expansion receive at least a domain specific corpus comprising a plurality of words, and a generic sentiment lexicon; parse the plurality of words in the domain specific corpus into a plurality of dependency relations; identify, using one or more syntactic dependency rules and at least one of the plurality of dependency relations, a set of one or more sentiment candidates in the domain specific corpus; filter from the set of one or more sentiment candidates any sentiment candidate having an expected performance below a predefined threshold; sample the filtered set of one or more sentiment candidates to be used in a qualitative evaluation; and, for each sentiment candidate that passes the qualitative evaluation, add the sentiment candidate to the generic sentiment lexicon.

Abstract: A method for adapting a speech recognition system for out-of-vocabulary, comprising, decoding by a hybrid speech recognition a speech including out-of-vocabulary terms, thereby generating graphemic transcriptions of the speech with a mixture of recognized in-vocabulary words and unrecognized sub-words, while keeping a track of the decoded segments of the speech, determining in the transcription sequences of sub-words as candidate out-of-vocabulary words based on a first condition with respect to lengths of the sequences of sub-words and a second condition with respect to the number of repetitions of the sequences, audibly presenting to a user the candidate out-of-vocabulary words from the corresponding segments of the speech according to the track, and receiving from the user indications of valid words corresponding to audible presentations of the sequences of sub-words in the candidate out-of-vocabulary words, and training a speech recognition to additionally recognize the candidate out-of-vocabulary words,

Abstract: Systems and methods for text normalization in a plurality of noisy channels receive a text entry and channel origin data of the text entry; determine whether the text entry matches an in-vocabulary (IV) entry or whether the text entry is an out-of-vocabulary (OOV) entry; if the text entry is determined to have a matching IV entry, output the matching IV entry, and if the text entry is determined to be an OOV entry, implement a channel-specific error-type adapter framework based on the channel origin data, wherein the channel-specific error-type adapter framework is optimized for a specific channel from which the text entry originated; normalize the text entry using the channel-specific error-type adapter framework; and output one or more candidate normalized forms of the text entry.

Abstract: System and method for enabling interoperability between a Flex application included in a web page and an external application. A method includes substituting the Flex application included in the web page with a container application, the container application including an external interface; loading the Flex application into the container application; generating, by the container application, a representation for at least one object in the Flex application; and facilitating a communication between the Flex application and the external application based on the representation of the object.

Abstract: A generic categorization method may include receiving interaction data on a distributed computing system operating on a plurality of computing nodes. The distributed computing system may distribute the received interaction data across the plurality of nodes. On each node, categorization rules may be applied to the interaction data via parallel processing. The results, which may include a category associated with each interaction, may be written to a distributed storage system. A user interface may allow a user to define the categorization rules and schemas of interaction data.

Abstract: Methods and systems are described for recording screen data and audio data relating to a call. The screen recording session is initiated and terminated within the controller, based on correlation between audio data and screen data from the call, without requiring involvement with a controller or Computer Telephony Integration (CTI) layer.

Abstract: The subject matter discloses a method for trade interaction chain reconstruction comprising: identifying a swap deal, the swap deal includes two or more of the received interactions and involves two or more participants; selecting a first interaction of the received interactions, said first interaction involves at least two participants of the two or more participants, said first interaction is stored on a computerized device; obtaining a first plurality of interactions of the received interactions that involve the at least two participants of the two or more participants; determining a first plurality of relevance scores between the first plurality of interactions and the first interaction; and associating interactions of the first plurality of interactions to be relevant to the swap deal according to the determined first plurality of relevance scores.

Abstract: A method for responding to calls in an Interactive Voice Response system (IVR) of an organization, the method comprising receiving in an IVR a call from a customer of the organization, activating a response in the IVR based at least on former interactions with the organization, and wherein the IVR is a computerized system comprising at least one processor, and an apparatus for performing the same.

Abstract: A system and method for receiving an initial search entry to search text data. The text data may be, for example, an N word lattice, transcribed by a text to speech engine. The difference between the initial search entry and one or more entries in the dictionary may be measured. One or more similar entries may be selected from the dictionary that have the smallest measures of difference to the initial search entry. The text data may be searched for the one or more selected similar entries. Each of the searched similar entries found in the text data may be displayed as a search result.

Abstract: A system and method for database flow management may include a rule engine which may examine information related to an interaction; select an action queue from the plurality of action queues; and store, in the selected action queue, archiving information related to the interaction. A recorder may select an action queue from the plurality of action queues; extract archiving information from the selected action queue and perform an archiving operation based on the extracted archiving information. The recorder may update an archiving information queue according to a result of the archiving operation. A unit may examine the plurality of archiving information queues to identify completed archiving operations and update a global table to include completed archiving operations. Other embodiments are described and claimed.

Abstract: A system, device and method is provided for handling customer-agent interactions. An unsuccessful interaction may be detected between a customer and a first agent unable to resolve a problem. A successful interaction may be detected between the customer and a second agent that resolves the problem. The first agent may be sent a report summarizing the successful interaction by the second agent.

Abstract: A system or method may receive, on a distributed computing system comprising a plurality of computing nodes, raw interaction data describing at least one interaction between two or more parties. The distributed computing may implement a map-reduce algorithm to map the raw interaction data into one or more entities, wherein each entity describes an attribute of an interaction. The distributed computing system my further update an interaction table to include each of the entities, wherein entities describing attributes of the same interaction are correlated.

Abstract: A computing system comprising multiple computing resources in which one resource assumes spare status using a spare election algorithm. According to the algorithm each computing resource on initialization requests permission to assume spare state from the other computing resources. Then if all of the other computing resources grant the permission the requesting computing resource assumes spare state. If one of the other computing resources does not grant the permission to the requesting resource then the requesting resource assumes normal state.

Abstract: A method comprising that in response to a beginning of a telephonic interaction in a local telephony system concurrently activating recordations of the telephonic interaction in a plurality of recorders operative parallelly and independently to obtain a plurality of recordings of the interaction corresponding to the plurality of recorders, and further in response to an ending of the telephonic interaction in the local telephony system concurrently terminating the recordations of the telephonic interaction in the plurality of the recorders, thereby providing the plurality of recordings of the interaction corresponding to the plurality of recorders, and subsequently selecting at least one recording among the plurality of the recordings of the interaction based on acquired data related to the quality of recordings associated the recordations, and an apparatus for performing the same.

Abstract: The subject matter discloses a method two phase phonetic indexing and search comprising: receiving a digital representation of an audio signal; producing a phonetic index of the audio signal; producing phonetic N-gram sequence from the phonetic index by segmenting the phonetic index into a plurality of phonetic N-grams; and producing an inverted index of the plurality of phonetic N-grams.