Abstract: A system for zero-footprint screen capture, comprising a communication server software module, a screen capture server software module, a web server software module, and a media upload server software module, wherein the web server, on receiving a request for a specific web page from a client application whose screen is to be captured, uploads a persistent screen capture software application to the client, and further wherein, upon receiving a connection request from the screen capture application, establishes a persistent connection to the screen capture application and, on receiving a notification from the communication server pertaining to an interaction involving a user of the client application, sends instructions via the persistent connection to the screen capture application, and wherein the media upload server receives via the established connection to the uploaded screen capture application one or more data packets containing screen capture graphics data.

Abstract: A system and method for multi-language phrase identification within spoken interaction audio capable of adjusting for regional pronunciation (accents), cadence differences, and homologs. In this system, a spoken interaction audio data store supplies spoken audio data such as contact center call recordings to be analyzed for a specific phrase or set of phrases. Phrases are entered as natural language text and converted to the phonemes representative of the phrase audio using the invention's language packs and stored in a data store. Spoken interaction and phrase audio are converted to a digital format allowing comparison using multiple characteristics. Phrase matches are stored for subsequent post analysis display and analytics generation.

Abstract: A method for language-independent, non-semantic speech analytics that may analyze spoken utterances without regard for the language or speakers, comprising the steps of receiving an audio input containing human speech, analyzing the audio to identify the waveform pattern, and analyzing the waveform to identify periods of silence, and additional methods for alternative non-speech-based speech analysis, and a system for non-speech-based analysis comprising a media server that receives audio input, an analytics server that processes the audio input, and a management server that configures operation of the analytics server.

Abstract: A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

Abstract: A system for automatically scheduling contact center agents using real-time analytics, comprising an analytics server that receives and analyzes interaction information, a scheduling server that produces scheduling events based on the analysis, and a queuing server that modifies a current state of agent workstations based on the scheduling events, and a method for system for automatically scheduling contact center agents using real-time analytics.

Abstract: A system for enhanced quality monitoring, comprising a call record server operating on a network-connected computing device, a quality monitoring analysis server operating on a network-connected computing device that receives and analyzes call records from the call record server, a quality monitoring database that stores analysis results, and a monitoring station operating on a network-connected computing device that allows a human user to monitor call records, and a method for enhancing quality monitoring.

Abstract: A system for complex interaction recording, comprising a recording management server that operates on a network-connected computing device and records communications, a record server that operates on a network-connected computing device and presents records for review and interaction by a human user, and an interaction evaluation server that operates on a network-connected computing device and identifies interactions segments and groups them into complex interactions, and a method for recording complex interactions comprising the steps of loading an interaction, identifying segments within the interaction, grouping segments into a complex interaction, and sending the resulting complex interaction as output.

Abstract: A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

Abstract: A system for zero-footprint screen capture, comprising a communication server software module, a screen capture server software module, a web server software module, and a media upload server software module, wherein the web server, on receiving a request for a specific web page from a client application whose screen is to be captured, uploads a persistent screen capture software application to the client, and further wherein, upon receiving a connection request from the screen capture application, establishes a persistent connection to the screen capture application and, on receiving a notification from the communication server pertaining to an interaction involving a user of the client application, sends instructions via the persistent connection to the screen capture application, and wherein the media upload server receives via the established connection to the uploaded screen capture application one or more data packets containing screen capture graphics data.

Abstract: A system for data aggregation and representation, comprising a data aggregator that may request or receive input from a plurality of data sources, a visualization engine that may generate representations of data, and an interaction manager that may handle interactions from an analyst, and a method for multidimensional representation of data.

Abstract: A system for complex interaction recording, comprising a recording management server that operates on a network-connected computing device and records communications, a record server that operates on a network-connected computing device and presents records for review and interaction by a human user, and an interaction evaluation server that operates on a network-connected computing device and identifies interactions segments and groups them into complex interactions, and a method for recording complex interactions comprising the steps of loading an interaction, identifying segments within the interaction, grouping segments into a complex interaction, and sending the resulting complex interaction as output.

Abstract: A system for enhanced quality monitoring, comprising a call record server operating on a network-connected computing device, a quality monitoring analysis server operating on a network-connected computing device that receives and analyzes call records from the call record server, a quality monitoring database that stores analysis results, and a monitoring station operating on a network-connected computing device that allows a human user to monitor call records, and a method for enhancing quality monitoring.

Abstract: A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

Abstract: A method for language-independent, non-semantic speech analytics that may analyze spoken utterances without regard for the language or speakers, comprising the steps of receiving an audio input containing human speech, analyzing the audio to identify the waveform pattern, and analyzing the waveform to identify periods of silence, and additional methods for alternative non-speech-based speech analysis, and a system for non-speech-based analysis comprising a media server that receives audio input, an analytics server that processes the audio input, and a management server that configures operation of the analytics server.

Abstract: A system for data aggregation and representation, comprising a data aggregator that may request or receive input from a plurality of data sources, a visualization engine that may generate representations of data, and an interaction manager that may handle interactions from an analyst, and a method for multidimensional representation of data.

Abstract: A system for zero-footprint screen capture, comprising a communication server software module, a screen capture server software module, a web server software module, and a media upload server software module, wherein the web server, on receiving a request for a specific web page from a client application whose screen is to be captured, uploads a persistent screen capture software application to the client, and further wherein, upon receiving a connection request from the screen capture application, establishes a persistent connection to the screen capture application and, on receiving a notification from the communication server pertaining to an interaction involving a user of the client application, sends instructions via the persistent connection to the screen capture application, and wherein the media upload server receives via the established connection to the uploaded screen capture application one or more data packets containing screen capture graphics data.

Abstract: A method for language-independent, non-semantic speech analytics that may analyze spoken utterances without regard for the language or speakers, comprising the steps of receiving an audio input containing human speech, analyzing the audio to identify the waveform pattern, and analyzing the waveform to identify periods of silence, and additional methods for alternative non-speech-based speech analysis, and a system for non-speech-based analysis comprising a media server that receives audio input, an analytics server that processes the audio input, and a management server that configures operation of the analytics server.

Abstract: A system for adaptive workforce hiring and analytics, comprising a network-connected web server, an application server, an analysis server, and a database, wherein the web server receives data communications across a network, the application server provides interactive management of system components, the analysis server performs analysis operations on received data, and the database stores data and analysis results, and a method for providing modular workforce management.

Abstract: A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

Abstract: A system for data aggregation and representation, comprising a data aggregator that may request or receive input from a plurality of data sources, a visualization engine that may generate representations of data, and an interaction manager that may handle interactions from an analyst, and a method for multidimensional representation of data.