Patents Assigned to Nice Systems Ltd.
  • Publication number: 20150189078
    Abstract: Methods and systems are described for call recording, e.g. in a VoIP system. At least one endpoint may be configured to terminate a call. A recording system may be configured to record call content data from multiple endpointsA the controller may receive, from a call exchange, interaction metadata relating to calls starting and terminating at the endpoint; receive notifications relating to call content from the recording system; and match the interaction metadata to the notifications.
    Type: Application
    Filed: December 31, 2013
    Publication date: July 2, 2015
    Applicant: Nice-Systems Ltd.
    Inventors: Yuval SITTIN, Efim Kolodizner, Tal Zur, Shlomi Levi, Omer Kochba, Tal Obsfeld, Dorit Youda, Roni Krivoshey
  • Publication number: 20150163532
    Abstract: A system and method for managing video storage in a network including continuously receiving in real time, at a recording server, from an edge device having a local storage, a plurality of incoming packets pertaining to a video stream, determining that at least one packet of the video stream is missing, and retrieving from the edge device the missing packets stored in the local storage, while continuing receiving additional incoming packets pertaining to the video stream in real time.
    Type: Application
    Filed: December 5, 2013
    Publication date: June 11, 2015
    Applicant: Nice-Systems Ltd.
    Inventor: Yaron SHMUELI
  • Patent number: 9020033
    Abstract: A method, apparatus and a computer readable medium for skipping macro blocks of a compressed video. The method includes, for at least one INTER frame, saving a set of macro blocks including at least one of a macro block having a motion vector greater than a predetermined motion vector threshold, a macro block having positional correspondence to at least one macro block having a motion vector, a macro block having a size greater than a predetermined macro block size threshold, and a macro block having positional correspondence to a second macro block in a previous group of pictures, the second macro block having a motion vector. The method deletes and marks as skipped one or more remaining macro blocks, and merges the set in an order to create a compressed frame including a skipped macro block. The processor implements the method, and the computer readable medium contains processor instructions.
    Type: Grant
    Filed: November 4, 2010
    Date of Patent: April 28, 2015
    Assignee: Nice-Systems Ltd.
    Inventors: Yaron Shmueli, Eran Gonen
  • Patent number: 9015046
    Abstract: A method and system for indicating in real time that an interaction is associated with a problem or issue, comprising: receiving a segment of an interaction in which a representative of the organization participates; extracting a feature from the segment; extracting a global feature associated with the interaction; aggregating the feature and the global feature; and classifying the segment or the interaction in association with the problem or issue by applying a model to the feature and the global feature. The method and system may also use features extracted from earlier segments within the interaction. The method and system can also evaluate the model based on features extracted from training interactions and manual tagging assigned to the interactions or segments thereof.
    Type: Grant
    Filed: June 10, 2010
    Date of Patent: April 21, 2015
    Assignee: Nice-Systems Ltd.
    Inventors: Oren Pereg, Moshe Wasserblat, Yuval Lubowich, Ronen Laperdon, Dori Shapira, Vladislav Feigin, Oz Fox-Kahana
  • Patent number: 9015677
    Abstract: A system and method is provided for generating logic to automate target applications. The logic may be programmed in a virtual environment using mock-up screen elements that mimic the behavior of real screen elements in the target applications environments. The programmed logic may be executed in a computer system using the real screen elements in the target applications environments. The operating environment may be switched between the virtual environment in a mock-up mode and the target applications environment in a real mode.
    Type: Grant
    Filed: December 6, 2011
    Date of Patent: April 21, 2015
    Assignee: Nice Systems Ltd.
    Inventors: Ariel Tunik, Dan Eylon
  • Patent number: 9002378
    Abstract: A system and method for estimating velocity of a mobile station in a wireless communication system using time-frequency signal processing and a geographical database. The geographical database is used for prediction of ray trajectory and ray power to provide an estimate of propagation delay associated with database points.
    Type: Grant
    Filed: October 8, 2013
    Date of Patent: April 7, 2015
    Assignee: Nice-Systems Ltd.
    Inventors: Moshe Levin, Avraham Freedman
  • Patent number: 8996371
    Abstract: A system and method for adapting a language model to a specific environment by receiving interactions captured the specific environment, generating a collection of documents from documents retrieved from external resources, detecting in the collection of documents terms related to the environment that are not included in an initial language model and adapting the initial language model to include the terms detected.
    Type: Grant
    Filed: March 29, 2012
    Date of Patent: March 31, 2015
    Assignee: Nice-Systems Ltd.
    Inventors: Eyal Hurvitz, Ezra Daya, Oren Pereg, Moshe Wasserblat
  • Patent number: 8984427
    Abstract: A computer-implemented method for assessing the quality of performance of agents engaged in customer-representative interaction-related sessions is provided. The method includes capturing screen events of a computational representative to form a captured event, wherein the screen event is a graphical user interface (GUI) element shown on a screen coupled to the computational device; parsing the captured event according to one or more criteria to obtain screen event data that contains text; triggering recording of screen data associated with the computational device, if the screen event data matches a user defined text search criterion; and performing computer-based automated quality measurement analysis based on the screen event data.
    Type: Grant
    Filed: December 30, 2010
    Date of Patent: March 17, 2015
    Assignee: Nice-Systems Ltd.
    Inventors: Omri Hayner, Itay Grushka
  • Patent number: 8977573
    Abstract: A system and method for identifying an author of a social media interaction. A social media profile may be received for a user interacting in a social media interaction in a social media environment. The social media profile may include identification parameter(s) defining personal information registered to the user in the social media environment and content parameter(s) defining content of the user's social media interaction. For each of a plurality of customers registered in a contact center environment, a contact center profile may be received for the customer including identification parameter(s) defining personal information registered to the customer in the contact center environment and content parameter(s) defining content of the customer's past contact center interactions. The user's social media profile and customer's contact center profile may be compared to determine if the social media user and contact center customer have the same identity.
    Type: Grant
    Filed: March 1, 2012
    Date of Patent: March 10, 2015
    Assignee: Nice-Systems Ltd.
    Inventors: Ezra Daya, Dimitri Volsky
  • Patent number: 8976955
    Abstract: A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.
    Type: Grant
    Filed: November 28, 2011
    Date of Patent: March 10, 2015
    Assignee: Nice-Systems Ltd.
    Inventors: Hadas Liberman Ben-Ami, Leon Portman, Yuval Marco, Yosef Golan, Shlomi Haba, Iftach Smith, Yizhar Ronen, Yohay Etsion, Igor Cher, Naama Damty, Assaf Frenkel, Uzi Baruch
  • Patent number: 8948565
    Abstract: The subject matter discloses a method, comprising obtaining a current retention time of storage associated with a digital recorder; obtaining current bitrates of channels used to transmit video captured by edge devices communicating with the digital recorder. The method then determines change in compression rates to be allocated to at least a portion of the channels according to the current retention time and the current bitrates and transmits the change in compression rates to be allocated to the channels to edge devices communicating with the digital recorder. The method can be implemented in a system in which several digital recorders use the same storage.
    Type: Grant
    Filed: August 27, 2013
    Date of Patent: February 3, 2015
    Assignee: Nice-Systems Ltd
    Inventors: Sergey Pashkevich, Doron Girmonsky, Yaron Shmueli, Meir Bechor
  • Patent number: 8914285
    Abstract: A computerized method for sales optimization including receiving at a computer server a digital representation of a portion of an interaction between a customer and an organization representative, the portion of an interaction comprises a speech signal of the customer and a speech signal of the organization representative; analyzing the speech signal of the organization representative; analyzing the speech signal of the customer; determining a distance vector between the speech signal of the organization representative and the speech signal of the customer; and predicting a sale success probability score for the captured speech signal portion.
    Type: Grant
    Filed: July 17, 2012
    Date of Patent: December 16, 2014
    Assignee: Nice-Systems Ltd
    Inventors: Moshe Wasserblat, Dan Eylon, Ezra Daya, Tzach Ashkenazi, Oren Pereg, Ohad Pollak, Moshe Avlagon
  • Patent number: 8913880
    Abstract: Some embodiments of the present invention refer to an apparatus and method for managing video storages. The method may include periodically receiving parameters indicative of a level of performance of video storage units and detecting up-down states of the video storage units upon receipt of an instruction to record video data. The method may further include detecting writing rates and reading rates of video data associated with the storage units and selecting one of the video storage units to record the video data, based on the parameters received, the detected up-down states, the detected writing rates and the detected reading rates.
    Type: Grant
    Filed: June 23, 2013
    Date of Patent: December 16, 2014
    Assignee: Nice-Systems Ltd.
    Inventors: Dan Eidelman, Yelena Krak, Eyal Nissani, Doron Girmonski, Oren Deri
  • Patent number: 8909811
    Abstract: System and method for recording communication sessions in a peer-to-peer communication networks. A conference call may be established between an external end-device, a target agent end-device of a call center and a recorder over a peer-to-peer communication network. After the conference call is established, the recorder may receive media transferred between the external end-device and the target agent end-device and record that media.
    Type: Grant
    Filed: January 24, 2013
    Date of Patent: December 9, 2014
    Assignee: Nice-Systems Ltd.
    Inventors: Stas Margolis, Leon Portman, Mordehai Cory
  • Patent number: 8854474
    Abstract: Systems and methods for identifying an appearance of an object in a video stream, include receiving, in real-time, an indication of an area of interest, from a user, within a frame of a video stream. The area of interest may include an image of an object. Automatically analyzing the characteristics of the area of interest, finding a frame in which the object first appears in time in the video stream and displaying to the user the video stream starting from the frame in which the object first appears.
    Type: Grant
    Filed: March 8, 2011
    Date of Patent: October 7, 2014
    Assignee: Nice Systems Ltd.
    Inventors: Guy Blumstein-Koren, Raanan Yonatan Yehezkel
  • Patent number: 8842162
    Abstract: The subject matter discloses a method, comprising obtaining a scene from a video camera and defining at least one point of the scene; creating a first scene terrain model of the scene, said first scene terrain model comprises a typical human object size in pixels in said at least one point of the scene; creating a second scene model of the scene, said second model defines a false positive determination that said at least one point comprises a human object; wherein said second scene model is created when the scene does not contain a human object; obtaining an image of the scene, said image is captured by a video camera; determining whether the human object is detected at the at least one point of said captured image by applying said first scene terrain model and said second scene model on the least one point.
    Type: Grant
    Filed: August 16, 2012
    Date of Patent: September 23, 2014
    Assignee: Nice-Systems Ltd
    Inventors: Vladimir Goldner, Guy Boudoukh
  • Patent number: 8831947
    Abstract: A method and apparatus combining the advantages of phonetic search such as the rapid implementation and deployment and medium accuracy, comprising steps and components for receiving the audio signal captured in the call center environment, extracting a multiplicity of feature vectors from the audio signal, creating a phoneme lattice from the multiplicity of feature vectors wherein the phoneme lattice comprising one or more allophone and each allophone comprising two or more phonemes, creating a hybrid phoneme-word lattice from the phoneme lattice and extracting the word by analyzing the hybrid phoneme-Word lattice.
    Type: Grant
    Filed: November 7, 2010
    Date of Patent: September 9, 2014
    Assignee: Nice Systems Ltd.
    Inventors: Moshe Wasserblat, Ronen Laperdon, Dori Shapira
  • Patent number: 8811590
    Abstract: A call center system optimizing rules enforced over interactions with customers, including: an infrastructure including a module for handling interactions with customers, and hardware for at least maintaining the communication with said customers; management rules comprising one or more rule parameters, enforcing interaction behavior during all interactions with customers; and an adaptive, self learning module, for: monitoring interactions with customers; upon completion of each interaction, recording a corresponding set of full interaction details, which includes rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and using an adaptive engine, periodically analyzing said sets of recorded full interaction details, and producing one or more modified rules having modified rule, parameters, and enforcing said modified rules over future interactions with customers.
    Type: Grant
    Filed: May 2, 2012
    Date of Patent: August 19, 2014
    Assignee: Nice-Systems Ltd.
    Inventors: Dror Zernik, Itai Gordon, Hovav Lapidot, Eshay Livne
  • Patent number: 8798254
    Abstract: A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed.
    Type: Grant
    Filed: July 25, 2012
    Date of Patent: August 5, 2014
    Assignee: Nice Systems Ltd.
    Inventors: Jacob Naparstek, Leon Portman
  • Patent number: 8798255
    Abstract: A method and apparatus for automatically sectioning an interaction into sections, in order to get more insight into interactions. The method and apparatus include training, in which a model is generated upon training interactions and available tagging information, and run-time in which the model is used towards sectioning further interactions. The method and apparatus operate on context units within the interaction, wherein each context unit is characterized by a feature vector relate to textual, acoustic or other characteristics of the context unit.
    Type: Grant
    Filed: March 31, 2009
    Date of Patent: August 5, 2014
    Assignee: Nice Systems Ltd
    Inventors: Yuval Lubowich, Oren Pereg, Ezra Daya