Abstract: A method and apparatus for web based mail lawful interception. The method and apparatus enable the detection and automatic analysis of web based mail interactions out of all intercepted web pages. The method and apparatus use and possibly generate scripts for identifying a web page as comprising a web mail message, and scripts for analyzing the web mail messages.

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: Methods and apparatus for the enhancement of speech to text engines, by providing indications to the correctness of the found words, based on additional sources besides the internal indication provided by the STT engine. The enhanced indications comprise sources of data such as acoustic features, CTI features, phonetic search and others. The apparatus and methods also enable the detection of important or significant keywords found in audio files, thus enabling more efficient usages, such as further processing or transfer of interactions to relevant agents, escalation of issues, or the like. The methods and apparatus employ a training phase in which word model and key phrase model are generated for determining an enhanced correctness indication for a word and an enhanced importance indication for a key phrase, based on the additional features.

Abstract: A method and apparatus for revealing business or organizational aspects of an organization in audio signals captured from interactions, broadcasts or other sources. The method and apparatus activate an efficient process to detect events within the audio signal, and then activate a more resource-consuming additional process around the detected events, thus enhancing efficiency of the process. The detected events and the output of the additional process are analyzed by an analysis process to reveal business aspects, terms, or other events in the audio signal. The analysis results, and possibly the events and output of the additional processing are optionally presented to a user.

Abstract: A data streaming system comprises: one or more streaming sources, one or more streaming clients, a network connecting said streaming sources and said clients, and a level of service selector able for each data stream to monitor the network, the respective streaming source and the respective streaming client to control streaming to the respective streaming client to define a level of service of the data stream. For a video stream the level of service may define the frame rate, the resolution, the overall quality or a level of masking used.

Abstract: A method and apparatus for automatic quality evaluation of an activity related to an organization, such as an agent of an organization which interacts with a calling party, a product, a campaign or the like, based on any combination of one or more of the following: the interaction itself and particularly its vocal part; meta data related to the call, to the call parties or to the environment; information extracted from the call or general information. The method may be activated off-line or on-line, in which case all alert can be generated for one or more calls.

Abstract: The video rate processor (10) is made up of an Input Video Stream input (11), at least one Input Processor/Input Devices (12), at least one Most Recent Frame Buffer (14), and at least one Output Processes/Output Device (16). The video rate processor (10) is dynamically tuned to the specific requirements of a user and the capabilities of the user's device. Further, the video rate processor (10) enables to receipt of video images in real time or from archived files while substantially maintaining the integrity of the video information.

Abstract: A method and apparatus for indexing one or more audio signals using a speech to text engine and a phoneme detection engine, and generating a combined lattice comprising a text part and a phoneme part. A word to be searched is searched for in the text part, and if not found, or is found with low certainty is divided into phonemes and searched for in the phoneme parts of the lattice.

Abstract: An apparatus and method for the analysis, marking and summing of audio channel content and control data, the apparatus and method generating a summed signal carrying combined audio content, marking and summing data in the summed signal.

Abstract: A method or apparatus for managing monitoring of packet data traffic of a packet switched telephony trunk connection, such as an IP trunk, wherein the data packets identify ports but monitoring is based on extension lines and the like. A mapping unit is used for obtaining mapping data that relates ports to respective individual connections or extension lines. A packet duplication unit copies data traffic from the trunk, and an associative access unit either stores or allows direct use of the data via the mapping information.

Abstract: The present invention is directed to various methods and systems for analysis and processing of video and audio signals from a plurality of sources in real-time or off-line. According to some embodiments of the present invention, analysis and processing applications are dynamically installed in the processing units.

Abstract: A system and method for recording and/or monitoring data by forwarding it, with or without analyzing or otherwise filtering the data itself. According to preferred embodiments of the present invention, the system and method are operative over IP networks. According to a preferred embodiment of the present 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 preferred embodiment of the present 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: A method and apparatus for integrating intercepted information with information obtained from an at least one data retention source, the method comprising receiving intercepted information from an interception source, receiving information from a data retention source, and analyzing the information received from the data retention source, in association with the intercepted information. The intercepted information can comprise meta data related to the intercepted communications, and/or the contents of the communication themselves. This enables a user such as a law enforcement agency to reveal possibly indirect connections between target entities s wherein the connections involve non-target entities. The method and apparatus combine interception and content analysis methodologies with traffic analysis techniques.

Abstract: A method and apparatus for revealing business or organizational aspects of an organization in audio signals captured from interactions, broadcasts or other sources. The method and apparatus activate an efficient process to detect events within the audio signal, and then activate a more resource-consuming additional process around the detected events, thus enhancing efficiency of the process. The detected events and the output of the additional process are analyzed by an analysis process to reveal business aspects, terms, or other events in the audio signal. The analysis results, and possibly the events and output of the additional processing are optionally presented to a user.

Abstract: A method and apparatus for automated categorization of an interaction between a member of an organization and a second party. The method comprises defining one or more criteria and one or more categories, wherein each category relates to a combination of one or more criteria. The criteria involve data extracted from the interactions as well as external data. Each interaction is checked against the criteria, and is then assigned to one or more categories according to the met criteria. An optional evaluation of the categorization step, and improvement of the categorization if the evaluation results fall below a threshold are disclosed.

Abstract: A fraud detection method for generating a first fraud or fraud attempt probability, within an at least one captured or recorded interaction, is provided. The method comprises a scoring step for scoring an at least one voice belonging to an at least one tested speaker in the at least one captured or recorded interaction against an at least one voice print within an at least one entry in a voice print collection, the scoring step generating an at least one probability that the at least one voice in the captured or recorded interaction belongs to an at least one second speaker associated with the at least one voice print, said at least one probability represents the probability that the at least one captured or recorded interaction is fraudulent; and an auditing step for auditing the at least one probability and the at least one captured or recorded interaction.

Abstract: An apparatus and method for detecting a fraud or fraud attempt in a captured interaction. The method comprising a selection step in which interactions suspected as capturing fraud attempts are selected for further analysis, and assigned a first fraud probability, and a fraud detection step in which the voice is scored against one or more voice prints, of the same alleged customer or of known fraudsters. The first fraud or fraud attempt probability is combined with the result of the scoring of the fraud detection step, to generate a total fraud or fraud attempt probability. If the total fraud or fraud attempt probability exceeds a threshold, a notification is issued. The selection, scoring and combination thereof are performed using user-defined rules and thresholds.

Abstract: The present invention is directed to various methods and systems for analysis and processing of video and audio signals from a plurality of sources in real-time or off-line. According to some embodiments of the present invention, analysis and processing applications are dynamically installed ill the processing units.

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: 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 communication between an agent and a customer and recording servers, which record data associated with the communication.