Abstract: Systems and methods for analyzing communication sessions using fragments are provided. In this regard, a representative method includes: delineating fragments of an audio component of a communication session, each of the fragments being attributable to a party of the communication session and representing a contiguous period of time during which that party was speaking; and automatically assessing quality of at least some of the fragments such that a quality assessment of the communication session is determined.

Abstract: A computer-implemented method for communication analysis includes monitoring communication sessions, which are conducted by entities in a communication network. Identifiers that identify the entities are extracted from the monitored sessions. The identifiers extracted from the sessions are grouped in respective identity clusters, each identity cluster identifying a respective entity. A subset of the identity clusters, which includes identifiers that identify a target entity, is merged to form a merged identity cluster that identifies the target entity. An activity of the target entity in the communication network is tracked using the merged identity cluster.

Abstract: A system and method for the capture and storage of data relating to the movements of objects, in a specified area and enables this data to be displayed in a graphically meaningful and useful manner. Video data is collected and video metadata is generated relating to objects (persons) appearing in the video data and their movements over time. The movements of the objects are then analyzed to detect the movements within a region of interest. This detection of movement allows a user, such as a manager of a store, to make informed decisions as to the infrastructure and operation of the store. One detection method relates to the number of people that are present in a region of interest for a specified time period. A second detection method relates to the number of people that remain or dwell in a particular area for a particular time period. A third detection method determines the flow of people and the direction they take within a region of interest.

Abstract: A quality monitoring system is implemented within a communications contact center. All electronic data associated with incoming and outgoing communications is monitored and can selectively be recorded. The recording of the communications data is controlled by a set of recording rules. Environmental data associated with the operation of the contact center is also stored. Periodically, and on demand by contact center personnel and others, the recorded communications data and the stored environmental data are analyzed. The recording rules that are actively controlling the recording of the communications data and the environmental data can be dynamically changed in real time, based on the analysis. The system can also display various results of the analysis on a contact center-wide display, on individual contact center agents' workstation screens, and on supervisors' workstation screens.

Abstract: Non-deterministic text with average word recognition precision below 50% is processed utilizing non-textual differences between words or sequences of words in the text to provide more useful information to users by resolving more than two decision options. One or more indexes that indicate non-textual differences between n-word sequences, where n is a positive integer, may be generated for use in data mining that considers the non-textual differences. Alternatively, multiple indexes may be generated using different data mining techniques that may or may not utilize non-textual differences and then the results produced by the different data mining techniques may be merged to identify non-textual differences. These techniques may be used in classifying, labeling, categorizing, filtering, clustering, or retrieving documents, or in discovering salient terms in a set of documents.

Abstract: Outputs of an automatic probabilistic event detection system, such as a fact extraction system, a speech-to-text engine or an automatic character recognition system, are matched with comparable results produced manually or by a different system. This comparison allows statistical modeling of the run-time behavior of the event detection system. This model can subsequently be used to give supplemental or replacement data for an output sequence of the system. In particular, the model can effectively calibrate the system for use with data of a particular statistical nature.

Abstract: A contact center records and analyzes customer communications. The contact center includes a monitoring system which records customer communications and a customer experience analyzing unit which reviews the customer communications. The customer experience analyzing unit identifies at least one parameter of the customer communications and automatically determines whether the identified parameter of the customer communications indicates a negative or unsatisfactory experience. This customer experience analyzing unit can perform a stress analysis on audio telephone calls to determine a stress parameter by processing the audio portions of the telephone calls. It can then be determined whether the customer experience of the caller was satisfactory or unsatisfactory.