Abstract: Embodiments of the invention include a method for handling communication sessions by a central gateway, such as session border controller. The method may include receiving an indication that the interaction between a customer and an agent has ended and automatically routing by the session border controller the customer to an automated feedback application.

Abstract: Embodiments of the invention are directed to a system and method for data management according to the content of the data. The system may enable 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 system may comprise a rule-based storage management mechanism for the processes of archiving and/or retrieving data. Optionally, the data is stored for a time interval according to the at least one characteristic of the data and may be moved to a different type of storage option after an event occurs, for example the time interval has elapsed.

Abstract: The invention relates to a call center system having automatic means for optimizing those rules that are enforced over interactions with customers, said system comprises: (a) an infrastructure which comprises a CRM module for at least handling the interactions with customers, and hardware means for at least maintaining the communication with said customers; (b) management rules, each rule comprising one or more rule parameters, said rules parameters enforcing interaction behavior during all interactions with customers; and (c) an adaptive, self learning module, for: (c.1) monitoring all interactions with customers; (c.2) upon completion of each interaction, recording a corresponding set of full interaction details, said set of full interaction details includes those rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and (c.

Abstract: A method and apparatus combining the advantages of phonetic search such as the rapid implementation and deployment and medium accuracy, with the advantages of speech to text, including providing the full text of the audio and rapid search. The method and apparatus comprise steps or 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, the phoneme lattice comprising one or more allophone, 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.

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.

Abstract: An apparatus for Voice over IP capturing in a network, comprising: a data receiver, tapping the network and configured to receive at least one data packet transmitted in the network, a VoIP identifier, associated with the data receiver, configured to determine if the received data packet is a VoIP data packet qualifying for forwarding to a capture device, and a forwarder, associated with the VoIP identifier, configured to forward a copy of the qualifying VoIP data packet to at least one capture device, and to forward the received data packets back to the network.

Abstract: System for enhancing existing quality monitoring tools for monitoring and guiding agent performance within call centers, each of which provided with a plurality of agent terminals, a plurality of agent audio interfaces, and a plurality of software applications. The proposed system comprises a module for quality evaluation of agents skills and/or of compliance with business processes; a database for storing the results of the evaluation module, in the form of a plurality of profiles of performance; a Call Analysis System (CAS) connected to the database and with the software applications, for retrieving the profile of performance associated with an agent and for generating and transmitting a visual or textual or audio input regarding corrective and/or preventive action(s) required during the current interaction, to an agent terminal, based on the performance profile, and/or on acquired real-time call-based information, as defined by predetermined criteria.

Abstract: A system and method for constructing a signal propagation model in a wireless communication system such as a cellular system based on at least one received wireless signal correlated to a geographic location.

Abstract: A computerized method of predicting customer churn from an organization, including: receiving at a computer server a recorded customer interaction with an agent of the organization; analyzing the received customer interaction to extract basic features that provide an indication regarding the churn probability of the customer; extracting the entity information of the customer from the recorded interaction; retrieving from a database accessible by the server previous interactions for the same entity and extracting advanced features that provide an indication regarding the churn probability of the customer by comparing multiple interactions of the same entity; predicting a churn probability for the received interaction by applying a statistical customer churn model to the extracted basic features and extracted advanced features; and wherein the interaction and the previous interactions are recordable from more than one type of communication channel by which the customer can communicate with the organization.

Abstract: A system and method for recording and/or monitoring data by forwarding it, with or without analyzing or otherwise filtering the data itself are provided. According to embodiments of the invention, the system and method are operative over IP networks. According to an embodiment of the 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 embodiment of the 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: System and method for recording telephone calls comprising receiving computer telephony integration fields from first and second sources, identifying which of the CTI fields are physical CTI fields to be used for locating audio to be recorded, identifying which of the CTI fields are logical CTI fields, identifying one of the physical CTI fields received from the first source and one of the logical CTI fields received from the second source as being related to a specific telephone call and recording said telephone call based on audio location information from the physical CTI field associated with the call.

Abstract: Some embodiments of the present invention are directed to a method and system for monitoring and recording voice from circuit-switched switches via a packet-switched network. A circuit-switched or VoIP recording system may record and/or live-monitor telephone calls by trunk and/or extension tapping over a packet-switched network. Alternatively, a circuit-switched or VoIP recording system may record and/or live-monitor telephone calls over a packet-switched network by activating the service observation feature of the circuit-switched switch either by feature code dialing or a computer telephony integration (CTI) link command.

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 method and apparatus for providing real-time assistance related to an interaction associated with a contact center, comprising steps or components for: receiving at least a part of an audio signal of an interaction captured by a capturing device associated with an organization, and metadata information associated with the interaction; performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information; categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress to obtain audio information; and taking an action associated with the category.

Abstract: A method and apparatus for spotting a target speaker within a call interaction by generating speaker models based on one or more speaker's speech; and by searching for speaker models associated with one or more target speaker speech files.

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: An apparatus and method for the event-driven analysis of media contents derived from customer interactions is disclosed. Content analysis is executed exclusively on those segments of the interaction media that are relevant in a given context. The steps of the analysis are carried out either in a static or dynamic manner where less demanding on resources analysis type is performed prior to more demanding analysis type.

Abstract: A method and apparatus for automatically detecting sentiment in interactions. The method and apparatus include training, in which a model is generated upon features extracted from training interactions and tagging information. and run-time in which the model is used towards detecting sentiment in further interactions. The method and apparatus train and use models for classifying context units as containing sentiment or not, the models generated upon tagging data for indicating whether the context units indeed contain sentiment, and the sentiment polarity and intensity within the context unit. A further, upper level model is generated for providing a total score for the interaction, based on the sentiment detected and the classification scores of context units within the interaction.

Abstract: An apparatus and methods for capturing and analyzing customer interactions the apparatus comprising interaction information units, interaction meta-data information units associated with each of the interaction information units, a rule based analysis engine component for receiving the interaction information, an adaptive database, an interaction capture and storage component for capturing interaction information, a multi segment interaction capture device, an initial set up and calibration device and a pre processing and content extraction device.

Abstract: An apparatus and method for an improved audio analysis process is disclosed. The improvement concerns the accuracy level of the results and the rate of false alarms produced by the audio analysis process. The proposed apparatus and method provides a three-stage audio analysis route. The three-stage analysis process includes a pre-analysis stage, a main analysis stage and a post analysis stage.