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 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 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.

Abstract: A method of providing robust call center operation for an organization, based on a first data center with computerized components that provide service to the call center, including, receiving at a failover manager having a processor and memory, notification from a user to shut down components of the first data center providing service to the call center, shutting down or verifying non-functionality of the components of the first data center providing service to the call center, activating similar components from a second data center to replace functionality of the first data center, wherein the components of the first data center and the second data center are connected over a network, and updating references of the call center to access the components from the second data center instead of the components from the first data center.

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 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 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.

Abstract: Embodiments of the invention are directed to a computer-implemented method of performing a quality evaluation. The method may include selecting from a plurality of interaction recordings at least one interaction recording according to at least one KPI. The method may include associating a selected interaction recording with a predefined evaluation form, presenting interactions selected for evaluation to an evaluator and performing a predefined action based on a result of the evaluation.

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: Embodiments of the invention are directed to a system and method for assisting a service representative an enterprise. A device operated by an agent and a mobile communication device operated by an expert may be associated by a registration at a server. An indication of required assistance may be provided to the mobile communication device. The mobile communication device may included in a session already including a device operated by the agent and a device operated by a customer.

Abstract: A data provider generates a data encryption key and an identifier, uses the data encryption key to encrypt data, sends the encrypted data and the identifier to a data requestor, and sends the data encryption key and the identifier to a crypto information server. The data requestor sends the identifier to the crypto information server to request the encryption key. The crypto information server authenticates the data requestor and, contingent on that authentication, sends the data encryption key to the data requestor. If a plurality of data instances are captured, then for each instance, a respective data encryption key and identifier are generated.

Abstract: A system and a computer-implemented method for monitoring and guiding agents of call centers are described. The method includes receiving during an interaction call between an agent and a and a customer, real-time data associated with the interaction; retrieving by the call analysis system, a performance profile of the agent; using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent and generating and transmitting the alert to a terminal of the agent during the interaction if so determined.

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: 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.

Abstract: Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected destination.

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: A method/system considers the phenomenon of slowly changing dimensions in the process of reporting on facts of a collection of facts organized as, or otherwise accessible according to, a dimensionally-modeled fact collection. A report query specifies a temporal mode, and the specified temporal mode is processed to determine a time extent descriptor (e.g., in view of at least one of a context, in which the report query is made, and at least one dimension coordinate constraint). A processed result of querying the dimensionally-modeled fact collection includes appropriate indications of dimension coordinates in view of the time information from the time extent descriptor.

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.