Abstract: A transaction verification system and method may include receiving an interaction record describing communications between parties regarding a transaction event. The interaction record may include interactions having multiple communication formats. Transaction data describing transaction parameters input into a trading system during the transaction even may be compared to the interaction record. A matching score may be calculated that indicates a level of similarity between the interaction record and the transaction data. The matching score may be calculated for multiple of transaction events in an interaction log, and an interaction log score may be calculated.

Abstract: A method for automatically detecting sentiments in an audio signal of an interaction held in a call center, including, receiving the audio signal from a logging and capturing unit. Performing audio analysis on the audio signal to obtain text spoken within the interaction. Segmenting the text into context units according to acoustic information acquired from the audio signal to identify units of speech bound by non-speech segments, wherein each context unit includes one or more words. Extracting a sentiment candidate context unit from the context units using a phonetic based search. Extracting linguistic features from the text of the sentiment candidate context unit and acoustic features from a segment of the audio signal associated with the sentiment candidate context unit. Determining in accordance with the linguistic features and acoustic features whether the sentiment candidate context unit is valid or erroneous, and determining sentiment polarity and intensity.

Abstract: Embodiments of the invention are directed to a system and method for controlling visual parameters of a capturing device. The method includes analyzing a current frame of a received video signal captured by a capturing device and automatically adjusting visual parameters of the capturing device for a subsequent frame in a feedback process based on analysis of the current frame. The adjustment may reduce clipping and saturation in the subsequent frame.

Abstract: System and method for recording communication sessions in a peer-to-peer communication networks. End-devices of the peer to peer communication network may register with a selected super-node that may fork media to a recording system for recording. Communication sessions arriving at a call center may be transferred between the external end-device and the target agent end-device via a recorder and the communication session media may be recorded. Alternatively, 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.

Abstract: A system and method for central recording of telephone calls are provided. The method may include transferring a telephone call from a session border controller (SBC) to a contact center and to a central recording unit, transferring of CTI information from the contact center to the central recording unit, associating the CTI information to the telephone call and determining by the central recording unit whether to record the call.

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: In a multi-lingual environment, a method and apparatus for determining a language spoken in a speech utterance. The method and apparatus test acoustic feature vectors extracted from the utterances against acoustic models associated with one or more of the languages. Speech to text is then performed for the language indicated by the acoustic testing, followed by textual verification of the resulting text. During verification, the resulting text is processed by language specific NLP and verified against textual models associated with the language. The system is self-learning, i.e., once a language is verified or rejected, the relevant feature vectors are used for enhancing one or more acoustic models associated with one or more languages, so that acoustic determination may improve.

Abstract: A method for classifying a pair of audio signals into an agent audio signal and a customer audio signal. One embodiment relates to unsupervised training, in which the training corpus comprises a multiplicity of audio signal pairs, wherein each pair comprises an agent signal and a customer signal, and wherein it is unknown for each signal if it is by the agent or by the customer. Training is based on the agent signals being more similar to one another than the customer signals. An agent cluster and a customer cluster are determined. The input signals are associated with the agent or the customer according to the higher score combination of the input signals and the clusters. Another embodiment relates to supervised training, wherein an agent model is generated, and the input signal that yields higher score against the model is the agent signal, while the other is the customer signal.

Abstract: Embodiments of the invention are directed to a system and method for controlling visual parameters of a capturing device to minimize clipping and saturation according to predefined parameters. The method may include processing pixel values of a current input frame of a received video signal captured by a capturing device; accumulating processing results of the current input frame to processing results of one or more previous input frames and calculating a desired dynamic range based on pre-determined user parameters. The processing may further include checking if the accumulated results are within the desired dynamic range and determining if adjustment is desired. If the accumulated results are not within the desired dynamic range, adjusting visual parameters for a subsequent input frame, by controlling the capturing device and if the accumulated results are within the desired dynamic range maintaining current visual parameters of the current input frame for the subsequent input frame.

Abstract: The present invention relates to a method and system for monitoring and evaluating multimedia telephonic and computer-communication interactions. The multimedia quality monitoring system may include an event manager, which may receive a notification associated with a VoIP communication between an agent and a customer and recording servers, which record data associated with the VoIP communication.

Abstract: A system and method for reconstructing a session. A method may include receiving audio and metadata packets related to a session. Audio data may be recorded and metadata information may be extracted from the metadata packets and stored in association with the audio data. A session may be reconstructed by simultaneously replaying the audio data and presenting a visual representation of the metadata.

Abstract: A method and apparatus for multi-channel categorization, comprising capturing a vocal interaction and a non-vocal interaction, using logging or capturing devices; retrieving a first word from the vocal interaction and a second word from the non-vocal interaction; assigning the vocal interaction into a first category using the first word; assigning the non-vocal interaction into a second category using the second word; and associating the first category and the second category into a multi-channel category, thus aggregating the vocal interaction and the non-vocal interaction.

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.

Abstract: Retrieving data from audio interactions associated with an organization. Retrieving the data comprises: receiving a corpus containing interactions; performing natural language processing on a text document representing an interaction from the corpus; extracting at least one keyphrase from the text document; assigning a rank to the at least one keyphrase; modeling relations between at least two keyphrases using the rank; and identifying topics relevant for the organization from the relations.

Abstract: Obtaining information from audio interactions associated with an organization. The information may comprise entities, relations or events. The method comprises: receiving a corpus comprising audio interactions; performing audio analysis on audio interactions of the corpus to obtain text documents; performing linguistic analysis of the text documents; matching the text documents with one or more rules to obtain one or more matches; and unifying or filtering the matches.

Abstract: A system and method for forwarding a session based on a recording capacity. A recording sub-system may inform a session forwarding component of a recording capacity associated with agents. A forwarding component may select an agent to handle a session based on a recording capacity associated with the agent. A session may be interrupted if the recording capacity associated with the session is reduced below a predefined level.

Abstract: System and method for central managing of network and storage resources by dynamically receiving over a network bit rate parameters related to video processing units of one or more edge devices and dynamically adjusting a bit rate of one of the processing units based on required bit rates of the processing units and bandwidth limitations of the network. The system and method may further include dynamically receiving storage parameters related to internal storage units of the edge devices and to external storage units coupled to the edge devices and instructing one of the edge devices where to store the video data based on the storage parameters and bandwidth limitations of the network.

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 voice to be identified, thus reducing identification time and improving the statistical significance.

Abstract: A method for spotting an interaction in which a target speaker associated with a current index or current interaction speaks, the method comprising: receiving an interaction and an index associated with the interaction, the index associated with additional data; receiving the current interaction or current index associated with the target speaker; obtaining current data associated with the current interaction or current index; filtering the index using the additional data, in accordance with the current data associated with the current interaction or current index, and obtaining a matching index; and comparing the current index or a representation of the current interaction with the matching index to obtain a target speaker index.

Abstract: A system and method for locating mobile stations in a wireless communication system such as a cellular system based on at least one received wireless signal and a database of geographical information.