Abstract: A method and apparatus for analyzing and segmenting a vocal interaction captured in a test audio source, the test audio source captured within an environment. The method and apparatus first use text and acoustic features extracted from the interaction with tagging information, for constructing a model. Then, at production time, text and acoustic features are extracted from the interactions, and by applying the model, tagging information is retrieved for the interaction, enabling analysis, flow visualization or further processing of the interaction.

Abstract: A system and method for scalably monitoring and/or recording video data, preferably through a distributed network such as a computer network for example. The system and method of the present invention are characterized by the separation of functions, preferably into separate modules, for accessing the monitored and/or recorded data, and/or for accessing different hardware and/or software components of the system. This separation optionally and preferably is performed by restricting access to each of a plurality of layers or hierarchical levels in succession, such that access to the next layer or level is more preferably not permitted until access to a previous layer or level is approved. The system and method of the present invention also preferably provides security through this separation of functions.

Abstract: A system and method for data management according to the content of the data. The present invention enables data to be stored in one of a plurality of different storage options according to at least one characteristic of the data, in which the at least one characteristic is related to the content of the data. The present invention comprises a rule-based storage management mechanism for the processes of archiving and/or retrieving data. It should be noted that at least one storage option according to the present invention is optionally deletion and/or destruction of the data, such that the data may optionally be removed from storage media or may optionally not be stored initially on the storage media. Optionally and more preferably, the data is stored for a time interval according to the at least one characteristic of the data. Most preferably, the data is moved to a different type of storage option after an event occurs, for example the time interval has elapsed.

Abstract: A system for forwarding packed-based media in a network, the system comprising: a) at least one forwarder, configured to extract at least one packet of media from at least one media source accessible to the forwarder, and to forward the extracted packet of media to at least one capture device, and b) a forwarding manager, communicating with the forwarder, using a predefined protocol, the communicating comprising receiving media accessibility information relating to the forwarder and the at least one media source accessible to the forwarder and receiving a request identifying a media source, and configured to list at least one of the forwarders, wherein the listed forwarders are usable for forwarding the at least one packet of media from the identified media source according to the media accessibility information.

Abstract: A method and apparatus for web based mail lawful interception. The method and apparatus enable the detection and automatic analysis of web based mail interactions out of all intercepted web pages. The method and apparatus use and possibly generate scripts for identifying a web page as comprising a web mail message, and scripts for analyzing the web mail messages.

Abstract: Methods and apparatus for the enhancement of speech to text engines, by providing indications to the correctness of the found words, based on additional sources besides the internal indication provided by the STT engine. The enhanced indications comprise sources of data such as acoustic features, CTI features, phonetic search and others. The apparatus and methods also enable the detection of important or significant keywords found in audio files, thus enabling more efficient usages, such as further processing or transfer of interactions to relevant agents, escalation of issues, or the like. The methods and apparatus employ a training phase in which word model and key phrase model are generated for determining an enhanced correctness indication for a word and an enhanced importance indication for a key phrase, based on the additional features.

Abstract: A method and apparatus for predicting customer churn from an organization. The method and apparatus determine an interaction churn score based on analyzing an interaction between the customer and the organization and related data. Optionally, the method and apparatus determine also a transactional churn score based on additional data related to the customer or the organization, and a combined churn score based on the interaction churn score and the transactional churn score. The interaction churn score is determined by assessing a categorization score for the interaction in association with one or more categories, and combining the categorization scores. Of further use is a retention offer mechanism for making a retention offer to the customer.

Abstract: A method and apparatus for revealing business or organizational aspects of an organization in audio signals captured from interactions, broadcasts or other sources. The method and apparatus activate an efficient process to detect events within the audio signal, and then activate a more resource-consuming additional process around the detected events, thus enhancing efficiency of the process. The detected events and the output of the additional process are analyzed by an analysis process to reveal business aspects, terms, or other events in the audio signal. The analysis results, and possibly the events and output of the additional processing are optionally presented to a user.

Abstract: A data streaming system comprises: one or more streaming sources, one or more streaming clients, a network connecting said streaming sources and said clients, and a level of service selector able for each data stream to monitor the network, the respective streaming source and the respective streaming client to control streaming to the respective streaming client to define a level of service of the data stream. For a video stream the level of service may define the frame rate, the resolution, the overall quality or a level of masking used.

Abstract: A method and apparatus for automatic quality evaluation of an activity related to an organization, such as an agent of an organization which interacts with a calling party, a product, a campaign or the like, based on any combination of one or more of the following: the interaction itself and particularly its vocal part; meta data related to the call, to the call parties or to the environment; information extracted from the call or general information. The method may be activated off-line or on-line, in which case all alert can be generated for one or more calls.

Abstract: The video rate processor (10) is made up of an Input Video Stream input (11), at least one Input Processor/Input Devices (12), at least one Most Recent Frame Buffer (14), and at least one Output Processes/Output Device (16). The video rate processor (10) is dynamically tuned to the specific requirements of a user and the capabilities of the user's device. Further, the video rate processor (10) enables to receipt of video images in real time or from archived files while substantially maintaining the integrity of the video information.

Abstract: A method or apparatus for managing monitoring of packet data traffic of a packet switched telephony trunk connection, such as an IP trunk, wherein the data packets identify ports but monitoring is based on extension lines and the like. A mapping unit is used for obtaining mapping data that relates ports to respective individual connections or extension lines. A packet duplication unit copies data traffic from the trunk, and an associative access unit either stores or allows direct use of the data via the mapping information.

Abstract: An apparatus and method for the analysis, marking and summing of audio channel content and control data, the apparatus and method generating a summed signal carrying combined audio content, marking and summing data in the summed signal.

Abstract: The present invention is directed to various methods and systems for analysis and processing of video and audio signals from a plurality of sources in real-time or off-line. According to some embodiments of the present invention, analysis and processing applications are dynamically installed in the processing units.

Abstract: A method and apparatus for identifying a speaker within a captured audio signal from a collection of known speakers. The method and apparatus receive or generate voice representations for each known speakers and tag the representations according to meta data related to the known speaker or to the voice. The representations are grouped into one or more groups according to the indices. When a voice to be recognized is introduced, characteristics are determined according to which the groups are prioritized, so that the representations participating only in part of the groups are matched against the o voice to be identified, thus reducing identification time and improving the statistical significance.

Abstract: A method and apparatus for revealing business or organizational aspects of an organization from interactions, broadcasts or other sources. The method and apparatus classify the interactions into predefined categories. Then additional processing is performed on interactions in one or more categories, and analysis is executed for revealing insights, trends, problems, causes for problems, and other characteristics within the one or more categories.

Abstract: A system and method for recording and/or monitoring data by forwarding it, with or without analyzing or otherwise filtering the data itself. According to preferred embodiments of the present invention, the system and method are operative over IP networks. According to a preferred embodiment of the present invention, there is provided a system and method for forwarding data according to at least one characteristic of the data, such as the session's metadata for example, without analyzing or otherwise filtering the data itself. According to another preferred embodiment of the present invention, before the data is forwarded to the recording device, pre-processing algorithms are performed according to a system preset or according to one or more rules.

Abstract: A method and apparatus for integrating intercepted information with information obtained from an at least one data retention source, the method comprising receiving intercepted information from an interception source, receiving information from a data retention source, and analyzing the information received from the data retention source, in association with the intercepted information. The intercepted information can comprise meta data related to the intercepted communications, and/or the contents of the communication themselves. This enables a user such as a law enforcement agency to reveal possibly indirect connections between target entities s wherein the connections involve non-target entities. The method and apparatus combine interception and content analysis methodologies with traffic analysis techniques.

Abstract: A method and apparatus for revealing business or organizational aspects of an organization in audio signals captured from interactions, broadcasts or other sources. The method and apparatus activate an efficient process to detect events within the audio signal, and then activate a more resource-consuming additional process around the detected events, thus enhancing efficiency of the process. The detected events and the output of the additional process are analyzed by an analysis process to reveal business aspects, terms, or other events in the audio signal. The analysis results, and possibly the events and output of the additional processing are optionally presented to a user.

Abstract: A method and apparatus for laughter detection. Laughter is detected through the presence of a sequence of at least a predetermined number such as three consecutive bursts, each burst comprising a voiced portion and an unvoiced portion. After detecting bursts, n-tuples such as triplets are detected, and a likelihood of each burst N-tuple to represent laughter is provided by comparison to predetermined thresholds. Finally, a total score is assigned to the signal based on the grades associated with the triplets and parameters such as the distance between the N-tuples, the total score representing the probability that the audio signal comprises a laughter episode. The method and apparatus preferably comprise a training step and module for determining the thresholds according to manually marked audio signals.