Abstract: A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.

Abstract: A system and method according to the present invention automates call monitoring activities to evaluate and directly improve agent-customer interactions. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, the system performs highly accurate, automated evaluations of all customer interactions. By automating the time-consuming aspect of monitoring calls, the system empowers contact center operators to address quality issues, more accurately measure, coach and reward agents, and identify business-critical trends.

Abstract: The present invention provides an audio analysis intelligence tool that provides ad-hoc search capabilities using spoken words as an organized data form. The present invention provides an SQL like interface to process and search audio data and combine it with other traditional data forms.

Abstract: The present invention relates to audio data monitoring using speech recognition technology. In particular, the present invention uses business rules combined with unrestricted, natural speech recognition to monitor conversations in a customer interaction environment, literally transforming the spoken word to a retrievable data form. Implemented using the VorTecs Integration Platform (VIP), a flexible Computer Telephony Integration base, the present invention enhances quality monitoring by effectively evaluating conversations and initiating actionable events while observing for script adherence, compliance and/or order validation.

Abstract: A computer-implemented method of realizing an associative memory capable of storing a set of documents and retrieving one or more stored documents similar to an inputted query document, said method comprising: coding each document or a part of it through a corresponding feature vector consisting of a series of bits which respectively code for the presence or absence of certain features in said document; arranging the feature vectors in a matrix; generating a query feature vector based on the query document and according to the rules used for generating the feature vectors corresponding to the stored documents such that the query vector corresponds in its length to the width of the matrix; storing the matrix column-wise; for those columns of the matrix where the query vector indicates the presence of a feature, bitwise performing one or more of preferably hardware supported logical operations between the columns of the matrix to obtain one or more additional result columns coding for a similarity measure betwe

Abstract: A method for building a classification model for classifying unclassified documents based on the classification of a plurality of documents which respectively have been classified as belonging to one of a plurality of classes, said documents being digitally represented in a computer, said documents respectively comprising a plurality of terms which respectively comprise one or more symbols of a finite set of symbols, and said method comprising the following steps: representing each of said plurality of documents by a vector of n dimensions, said n dimensions forming a vector space, whereas the value of each dimension of said vector corresponds to the frequency of occurrence of a certain term in the document corresponding to said vector, so that said n dimensions span up a vector space; representing the classification of said already classified documents into classes by separating said vector space into a plurality of subspaces by one or more hyperplanes, such that each subspace comprises one or more documents

Abstract: Method for performing operations in a database system in which a plurality of data sets are stored into a storage of a computer, characterized by each data set consisting of an arbitrary number of fields, each consisting of a field description as metadata and an arbitrary number of field contents, and during each storage of a data set in a storage of a computer the field contents together with the corresponding metadata being stored as a data set.

Abstract: A process for reassignment of agents based on their performance in the last performance interval; if the performance of an agent is superior, then he/she is moved to a higher campaign. “Higher” refers to a campaign for which the call center receives a greater remuneration whether or not the call center in turn increases the rate of pay of the agent. Similarly, if the performance is inferior, then the agent is moved to a lower campaign, i.e., one for which the call center receives less remuneration. If the performance just meets the objective, then the agent's assignment stays the same. There can be many levels of superior or inferior performance but the basic principle remains the same.

Abstract: A call center blending system in which the look ahead interval is variable and is equal to the average time an agent is engaged in an outbound call, including after call wrap-up work.

Abstract: An inbound/outbound balancing system transfers agents based on a predicted future inbound average call waiting time. In one embodiment of the invention, the future average call waiting time is predicted to be the then sampled average call waiting time times the slope (i.e. rate of change) in average call waiting time between the current sample and the next previous sample. Based upon the predicted call waiting time, a determination is made whether or not agents should be added or deleted to maintain the inbound performance parameter within an acceptable range. The direction of change in call waiting time (i.e. increasing or decreasing); the rate at which it is changing, and the duration of the predicted average call waiting time relative to the boundaries of a range area used to determine whether or not to reassign blend agents and if reassigned, how many to reassign.

Abstract: A system in which agents are transferred based on the future performance parameter of a call center predicted from the trend of current samples. In a multi-media call center, the performance parameter may be any defined variable, such as profit per contact, incoming call wait time, etc. The agents being transferred come from any agent activity such as web chat, e-mail, another incoming call campaign, an outgoing call campaign, etc.