Abstract: The subject matter discloses a computerized method for real time emotion detection in audio interactions comprising: receiving at a computer server a portion of an audio interaction between a customer and an organization representative, the portion of the audio interaction comprises a speech signal; extracting feature vectors from the speech signal; obtaining a statistical model; producing adapted statistical data by adapting the statistical model according to the speech signal using the feature vectors extracted from the speech signal; obtaining an emotion classification model; and producing an emotion score based on the adapted statistical data and the emotion classification model, said emotion score represents the probability that the speaker that produced the speech signal is in an emotional state.

Abstract: System and method for compressing and decompressing of differentially encoded video streams. I-frames of the encoded video stream may be relatively compressed and decompressed, thereby reducing video data size of an already encoded video stream. Compression and decompression may be lossless processes and may typically require relatively low processing power and small memory sizes.

Abstract: System and method for management of location based video services may allow a management server to receive information such as geographical location, from one or more mobile devices and to transfer data, such as video data or other multi-media data, from a plurality of cameras or other media sources to the mobile devices based on the received information.

Abstract: A system and method for detecting an object of interest. An embodiment of a system or method may include receiving an indication an object of interest is present in a first area; obtaining, at the first area, a first set of unique characteristics of a respective set of mobile communication devices; receiving an indication the object of interest is present in a second area; obtaining, at the second area, a second set of characteristics of a respective second set of mobile communication devices; and associating a unique characteristic of a mobile communication device with the object of interest based on the first and second sets of characteristics.

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.

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.

Abstract: An apparatus and method for the analysis of a sequence of captured images covering a scene for detecting and tracking of moving and static objects (86) and for matching (88) the patterns of object behavior in the captured images to object behavior in predetermined scenarios.

Abstract: A method for externally configuring a device, wherein the device is devised for configuring, comprising positioning in a sufficient proximity external to the device a portable object provided with a representation of a configuration data for the device, wherein the representation is according to a standard non-custom industrial practice, further obtaining by the device the representation from the portable object, deciphering the representation into the configuration data by the device, and responsively configuring the device according to the configuration data by the device, and an apparatus for performing the same.

Abstract: A system and method for monitoring Internet Protocol (IP) data traffic may include receiving IP data generated by a target device interacting on the Internet, determining at least one activity performed by the target device based on the IP data, wherein an activity describes an interaction on the Internet, and aggregating data describing the at least one activity into one or more chunks, each chunk corresponding to a portion of time and at least one activity performed by the targets.

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.

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 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.

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.

Abstract: A system and method is provided for monitoring a contact center in real-time. An overview page may be displayed providing information associated with a plurality of agents in a contact center including real-time status information indicating that one or more of the plurality of agents are currently involved in customer interactions and indicating progress of the interactions. An interaction page may be displayed for a selected one of the customer interactions providing computer-generated information summarizing the customer interaction in real-time. A user may be connected to the customer or agent to intervene in the selected interaction.

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.

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.

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.

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 method for externally configuring a device, wherein the device is devised for configuring, comprising positioning in a sufficient proximity external to the device a portable object provided with a representation of a configuration data for the device, wherein the representation is according to a standard non-custom industrial practice, further obtaining by the device the representation from the portable object, deciphering the representation into the configuration data by the device, and responsively configuring the device according to the configuration data by the device, and an apparatus for performing the same.

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.