Abstract: A system for augmenting media utilizing context-based metadata, comprising a context monitoring engine that determines relevant context information and a media annotation service that annotated media content with context information, and a method for providing metadata-enhanced media content to users.

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 semi automated review of contact center agent performance, comprising a data manager, an evaluator user interface, a speech analytics engine, an automated evaluator software module, a database, and a call recording system. The call recording system records customer calls and stores the resulting call recordings in the database. The data manager collects and preprocesses a plurality of data elements pertaining to a plurality of specific call recordings and stores them in the database as metadata associated with the respective call recordings. The speech analysis engine conducts automated speech analysis of call recording, tags the call recording with a metadata element, and stores the metadata element in the database. The automated evaluator software module performs analysis of a call recording and prioritizes at least a subset of the call recordings for review by a human reviewer.

Abstract: A system for media lifecycle management for recorded media in a contact center environment, comprising a plurality of recording servers operating on network-attached computers and adapted to record interactions in a contact center, a media lifecycle management service operating on a plurality of network-attached server computers and comprising software modules adapted to carry out relocation, archive, backup, restore, delete, and synchronize processes, a configuration service operating on a plurality of network-attached server computers, and a plurality of data storage devices attached to a network and each accessible to at least one recording server and to the media lifecycle management service and configuration service.

Abstract: A system for passive communication recording, comprising a plurality of record servers and a recording management server. Upon receiving a recording request for a specific communication, the recording management server extracts identification information, generates recording rules, and sends target information and recording rules to a record server capable of intercepting packets arriving at or sent from the target. The record server creates a hashtable entry for the target and associates the hashtable entry with the recording rules. On detecting a new data packet, the packet sniffer passes the new packet to a cyclic buffer. A recorder software module pulls a second data packet from the cyclic buffer, determines if a hashtable entry exists that corresponds to the second data packet, and if a corresponding hashtable entry exists and any recording rules associated with the corresponding hashtable entry are satisfied, sends the second data packet to the local packet storage.

Abstract: A system for zero-footprint screen capture, comprising a communication server, a screen capture server, a web server, and a media upload server, 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 application to the client. Upon receiving a connection request from the screen capture application uploaded to the client, the screen capture server establishes a persistent connection to the uploaded 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. The media upload server receives one or more data packets containing screen capture graphics data.