Abstract: A method and apparatus for visualization of call categorization, comprising steps and components for: defining or receiving a definition for one or more categories and criteria for each category; receiving or capturing interactions; categorizing the interactions into the categories; determining relations between the categories; determining layout for the categories and relations; and visualizing the layout. The method and apparatus can further comprise steps and components for extracting key-phrases, determining connections between key-phrases, connections between categories based on key-phrases, and connections between categories and key-phrases, and visualizing the categories, key-phrases and connections. The method and apparatus can further comprise steps and components for training models upon which the relations between categories and relations between key-phrases are determined.

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: System and method for transmitting interaction metadata messages, for example, computer telephony integration (CTI) messages, from one or more network end points and/ox from a central network device to a recording system using a light-weight interaction metadata protocol, for example, a light-weight CTI protocol, over one or more communication services.

Abstract: Embodiments of the invention may include generating a description of a monitored scene and creating a plurality of rules related to the monitored scene by using common language. The description of the monitored scene and the plurality of rules may be converted into system parameters and an analysis of the video data may be performed based on the system parameters. The results of the analysis may be converted into one or more output terms from the plurality of predefined terms and may be displayed to a user in a common language.

Abstract: A system and method for real-time process management. An attribute of a process currently performed may be related to a key performance indicator (KPI) threshold. A system may determine, in real-time, the KPI threshold was breached. An indication may be provided to, for example, a mobile device. Feedback related to an intervention of an expert may be received on the mobile device.

Abstract: A system and method for engaging a mobile device. An event related to an application may be captured on a mobile device by code embedded in the application. Information related to the event may be sent to a server. A server may compute a next best action to take. A communication channel may be selected based on the event and based on a set of rules. A session may be established according to the selected communication channel.

Abstract: An apparatus and method for detection of abnormal motion in video stream, having a training phase for defining normal motion and a detection phase for detecting abnormal motions in the video stream is provided. Motion is detected according to motion vectors and motion features extracted from video frames.

Abstract: A system for providing automatic quality management regarding a level of conformity to a specific accent, including, a recording system, a statistical model database with statistical models representing speech data of different levels of conformity to a specific accent, a speech analysis system, a quality management system. Wherein the recording system is adapted to record one or more samples of a speakers speech and provide it to the speech analysis system for analysis, and wherein the speech analysis system is adapted to provide a score of the speakers speech samples to the quality management system by analyzing the recorded speech samples relative to the statistical models in the statistical model database.

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: 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: A system and method for determining a risk root cause are provided. A first and second fraud related risk scores respectively associated with a first and second nodes may be determined. A relation strength value related to at least one relation between the first and second nodes may be determined. A relation strength value and a first and second node risk scores may be used to calculate a cluster risk score for a cluster including the first and second nodes. Other embodiments are described and claimed.

Abstract: In one embodiment, first weight information indicating a first set of delta values is obtained, where the first set of delta values includes a first delta value for each weight in a set of weights, the set of weights including a weight for each of a set of one or more parameters of a model. In addition, second weight information indicating a second set of delta values is obtained, where the second set of delta values includes a second delta value for each weight in the set of weights. Combined weight information including a combined set of delta values or a combined set of weights is generated based, at least in part, upon the first weight information and the second weight information.

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 method for verifying the authenticity and integrity of an ordered sequence of digital video frames, without having access to the original recording, by embedding therein a respective series of digital signatures based on a secret key, or keys, and on the video content of respective frames. Signatures are camouflaged by embedding in transform coefficients of a transformed representation of the video data in parts of the frame corresponding to motion. If there is sufficient motion to contain all of the signature bits, a supplementary technique embeds in high-texture areas of a frame. A final fall-back is to embed in a pre-defined default zone. A method of predicting when supplementary embedding is needed enables the process to be applied in a single pass allowing real-time operation. Verification is done during decoding by comparing, for identity, embedded signatures with signatures calculated anew using the method employed to embed.

Abstract: Embodiments of the invention are directed to a method of providing a service to a user of a mobile communication device. A selection a service may be received. An optimal option for providing a selected service may be determined and displayed on a mobile communication device. A session including a voice communication channel and a data communication channel may be established and used to provide a selected service.

Abstract: A method and apparatus for speech analysis, comprising detecting an at least one temporal characteristic of an at least one speech of an at least one speaker, and deducing an at least one quantitative score from the at least one temporal characteristic, where the at least one quantitative score indicates an at least one extent of an at least one behavioral aspect of the at least one speaker.

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: 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.

Abstract: A system and method for determining a risk root cause are provided. A first and second fraud related risk scores respectively associated with a first and second nodes may be determined. A relation strength value related to at least one relation between the first and second nodes may be determined. A relation strength value and a first and second node risk scores may be used to calculate a cluster risk score for a cluster including the first and second nodes. 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.