Abstract: A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal.

Abstract: The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions.

Abstract: A direction controlled service apparatus may include a mounting assembly, a housing assembly configured to operably connect to the mounting assembly, the housing assembly being movable with respect to the mounting assembly, and a plurality of actuators connected between the mounting assembly and the housing assembly, each actuator of the plurality of actuators being configured to contract upon a current being applied to the actuator to rotate the housing assembly with respect to the mounting assembly.

Abstract: A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.

Abstract: A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal.

Abstract: Optimizing the execution of a query in a multi-database system includes identifying a region within a table, the table being referenced in the query. The region is stored on data-storage devices on first and second system databases in the multi-database system. A first access plan for the query is developed, the first access plan comprising accessing the version of the region stored on the first system database. A second access plan for the query is developed, the second access plan comprising accessing the version of the region stored on the second system database. A selection is made between the first access plan and the second access plan to execute the query. The query is executed using the selected access plan to produce a result.

Abstract: A method of reducing the volume of oil required by a transformer is described. The sides of a transformer are embossed by use of a metal roller press causing indentations into the metal sides of the transformer.

Abstract: A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center.

Abstract: A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center.

Abstract: The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions.

Abstract: A method for customer-based outcome prediction that includes receiving recordings of interactions with customers in a customer group, analyzing the recordings of the interactions to generate interaction data, and building a predictive model using the interaction data, the predictive model identifying a variable relevant to predicting a likelihood of an identified outcome occurring in association with future interactions with customers in the customer group. The method also includes receiving a recording of a current interaction with a first customer, the first customer being in the customer group and analyzing the recording of the current interaction with the first customer to generate current interaction data. Further, the method includes adding the current interaction data to a first customer profile associated with the first customer and applying the predictive model to the first customer profile to predict the likelihood of the identified outcome occurring in association with the current interaction.

Abstract: A method for customer-based outcome prediction that includes receiving recordings of interactions with customers in a customer group, analyzing the recordings of the interactions to generate interaction data, and building a predictive model using the interaction data, the predictive model identifying a variable relevant to predicting a likelihood of an identified outcome occurring in association with future interactions with customers in the customer group. The method also includes receiving a recording of a current interaction with a first customer, the first customer being in the customer group and analyzing the recording of the current interaction with the first customer to generate current interaction data. Further, the method includes adding the current interaction data to a first customer profile associated with the first customer and applying the predictive model to the first customer profile to predict the likelihood of the identified outcome occurring in association with the current interaction.

Abstract: A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.

Abstract: A system, method, and computer-readable medium that facilitate efficient use of cache memory in a massively parallel processing system are provided. A residency time of a data block to be stored in cache memory or a disk drive is estimated. A metric is calculated for the data block as a function of the residency time. The metric may further be calculated as a function of the data block size. One or more data blocks stored in cache memory are evaluated by comparing a respective metric of the one or more data blocks with the metric of the data block to be stored. A determination is then made to either store the data block on the disk drive or flush the one or more data blocks from the cache memory and store the data block in the cache memory. In this manner, the cache memory may be more efficiently utilized by storing smaller data blocks with lesser residency times by flushing larger data blocks with significant residency times from the cache memory.

Abstract: A computer-implemented method, apparatus and article of manufacture for optimizing a database query. A query execution plan for the database query is generated using estimated cost information; one or more steps of the query execution plan are executed to retrieve data from a database stored on the computer system. Actual cost information is generated for each of the executed steps, and the estimated cost information is re-calculated using the actual cost information. One or more resource allocation rules defined on one or more steps of the query execution plan are executed, based on the estimated cost information, wherein the resource allocation rules include one or more defined actions. The estimated cost information may be re-calculated using the actual cost information when confidence in the estimated cost information is low, but the estimated cost information may not be re-calculated when confidence in the estimated cost information is high.

Abstract: The methods, apparatus, and systems described herein are designed to identify fraudulent callers. A voice print of a call is created and compared to known voice prints to determine if it matches one or more of the known voice prints. The methods include a pre-processing step to separate speech from non-speech, selecting a number of elements that affect the voice print the most, and/or computing an adjustment factor based on the scores of each received voice print against known voice prints.

Abstract: A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal.

Abstract: A system, method, and computer-readable medium that facilitate classification of database requests as problematic based on estimated processing characteristics of the request are provided. Estimated processing characteristics may include estimated skew including central processing unit skew and input/output operation skew, central processing unit duration per input/output operation, and estimated memory usage. The estimated processing characteristics are made on a request step basis. The request is classified as problematic responsive to determining one or more of the estimated characteristics of a request step exceed a corresponding threshold. In this manner, mechanisms for predicting bad query behavior are provided. Workload management of those requests may then be more successfully provided through workload throttles, filters, or even a more confident exception detection that correlates with the estimated bad behavior.

Abstract: A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.

Abstract: A method, system, and computer program product is disclosed. A purchase data computer receives a customer identifier obtained from a scanner at a point of sale. The customer identifier is associated with a customer in a retail location. The purchase data computer determines a targeted research invitation associated with the customer identifier, the targeted research invitation including contact information to be used by the customer to participate in a marketing research program. Next, the purchase data controller causes a printer to print the targeted research invitation. According to another aspect of the invention, a current purchase of the customer sets off a trigger in the purchase data computer, causing the purchase data computer to print a targeted research invitation at the printer, based on the current purchase. According to another aspect of the invention, a host computer uses prior purchase history of consumers to determine targeted research invitations to be delivered to the consumers.