Abstract: According to an aspect of some embodiments of the present invention there is provided a computerized method for generating a system which can be used either as a control system or as a simulator, of an agile organization of scale (more than a single Agile team). The method may comprise of receiving a training dataset having records, describing a combination of organization structure, and business goals. Each business goal-record may be split into smaller activities comprising tasks which are added to the simulation backlog. The method may further include records for specific events which may occur during the following time-box period. The users of the computerized method may choose from a variety of responses which reflect managerial decisions in a Scaled Agile organization, such as prioritizing activities, or slight modifications to the organization structure, or altering existing processes.

Abstract: The present invention relates to a corporation call center system having real time capabilities, which comprises: (a) storage for at least a portion of the operational database of the corporation; (b) analysis module for analyzing the data of said storage, and forming model tables describing some selling and purchasing pattern of behavior as realized from prior knowledge, and model engine programs for operating with said model tables; (c) model engine programs for: (c.1.) initially, and in real time during a specific interaction with a customer, substituting real values relating to said specific interaction in said model tables, and determining respectively a most valuable parameter for the corporation or a ranking list of most valuable parameters which has to be obtained from said customer, and providing the same to a real time engine for introduction in real time to said customer; and (c.2.

Abstract: A call center system optimizing rules enforced over interactions with customers, including: an infrastructure including a module for handling interactions with customers, and hardware for at least maintaining the communication with said customers; management rules comprising one or more rule parameters, enforcing interaction behavior during all interactions with customers; and an adaptive, self learning module, for: monitoring interactions with customers; upon completion of each interaction, recording a corresponding set of full interaction details, which includes rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and using an adaptive engine, periodically analyzing said sets of recorded full interaction details, and producing one or more modified rules having modified rule, parameters, and enforcing said modified rules over future interactions with customers.

Abstract: A system and a computer-implemented method for monitoring and guiding agents of call centers are described. The method includes receiving during an interaction call between an agent and a and a customer, real-time data associated with the interaction; retrieving by the call analysis system, a performance profile of the agent; using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent and generating and transmitting the alert to a terminal of the agent during the interaction if so determined.

Abstract: A method of monitoring a plurality of user generated interaction sessions. The method comprises providing a list of a plurality of defined users, where each defined user is associated with at least one response to a user-application interaction of a respective defined user with one of a plurality of defined applications accessible via a client terminal, identifying a current user of the client terminal from the plurality of defined users and at least one current interacted application from the plurality of defined applications, selecting a at least one respective response according to the at least one current interacted application and the current user, and triggering the at least one respective response.

Abstract: A call center system optimizing rules enforced over interactions with customers, including: an infrastructure including a module for handling interactions with customers, and hardware for at least maintaining the communication with said customers; management rules comprising one or more rule parameters, enforcing interaction behavior during all interactions with customers; and an adaptive, self learning module, for: monitoring interactions with customers; upon completion of each interaction, recording a corresponding set of full interaction details, which includes rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and using an adaptive engine, periodically analyzing said sets of recorded full interaction details, and producing one or more modified rules having modified rule, parameters, and enforcing said modified rules over future interactions with customers.

Abstract: A system and a computer-implemented method for monitoring and guiding agents of call centers are described. The method includes receiving during an interaction call between an agent and a and a customer, real-time data associated with the interaction; retrieving by the call analysis system, a performance profile of the agent; using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent and generating and transmitting the alert to a terminal of the agent during the interaction if so determined.

Abstract: The invention relates to a call center system having automatic means for optimizing those rules that are enforced over interactions with customers, said system comprises: (a) an infrastructure which comprises a CRM module for at least handling the interactions with customers, and hardware means for at least maintaining the communication with said customers; (b) management rules, each rule comprising one or more rule parameters, said rules parameters enforcing interaction behavior during all interactions with customers; and (c) an adaptive, self learning module, for: (c.1) monitoring all interactions with customers; (c.2) upon completion of each interaction, recording a corresponding set of full interaction details, said set of full interaction details includes those rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and (c.

Abstract: A method of classifying an examined user monitoring communication in at least one virtual environment. The method comprises providing a plurality of multisessions each held in a plurality of occasions between the examined user and another one of plurality of users, indentifying at least one communication pattern of the examined user by contextual data extracted from the plurality of multisessions, classifying at least one of said plurality of multisessions and the examined user according to the at least one communication pattern, and outputting a notification indicative of said classification.

Abstract: System for enhancing existing quality monitoring tools for monitoring and guiding agent performance within call centers, each of which provided with a plurality of agent terminals, a plurality of agent audio interfaces, and a plurality of software applications. The proposed system comprises a module for quality evaluation of agents skills and/or of compliance with business processes; a database for storing the results of the evaluation module, in the form of a plurality of profiles of performance; a Call Analysis System (CAS) connected to the database and with the software applications, for retrieving the profile of performance associated with an agent and for generating and transmitting a visual or textual or audio input regarding corrective and/or preventive action(s) required during the current interaction, to an agent terminal, based on the performance profile, and/or on acquired real-time call-based information, as defined by predetermined criteria.

Abstract: The present invention discloses methods and systems for managing and maintaining identities over time within the practically anonymous Internet environment. Said system and methods provide protection by tracking identities of partners over time, within multiple relations and over-riding common practices for identity switching.

Abstract: The present invention relates to a system for the preparation of an extended, two layer document, said extended document forms a single package which comprises a text document and a meta-data layer program attached to it, said system comprises a meta-data layer editor, which in turn comprises: (a) a document connector module for receiving a text document, and for parsing the document to document elements; (b) rules editor for defining rules concerning the content of each meta-data layer element, rules concerning to the form of appearance of each meta-data layer element, and action rules concerning conditions for activation of meta-data layer elements, wherein meta-data layer elements correspond to selected document elements of said locked text document; (c) program generator for generating from said rules an intermediate meta-data layer program; and wherein said system further comprises at least one converter for receiving a copy of said locked document and also receiving said intermediate program from said p

Abstract: A method for correcting a short text message comprising the steps of: creating a table of common words and misspellings; identifying keypad used for sending the message, examining message for comprehensibility; identifying most likely error, substituting symbols based on a hierarchical system of shared keys followed by adjacent keys to hypothesize correction of the most likely error; examining hypothesized correction for comprehensibility, and repeating steps (c) to (f) until an understandable message is generated.

Abstract: The present invention relates to a corporation call center system having real time capabilities, which comprises: (a) storage for at least a portion of the operational database of the corporation; (b) analysis module for analyzing the data of said storage, and forming model tables describing some selling and purchasing pattern of behavior as realized from prior knowledge, and model engine programs for operating with said model tables; (c) model engine programs for: (c.1.) initially, and in real time during a specific interaction with a customer, substituting real values relating to said specific interaction in said model tables, and determining respectively a most valuable parameter for the corporation or a ranking list of most valuable parameters which has to be obtained from said customer, and providing the same to a real time engine for introduction in real time to said customer; and (c.2.

Abstract: The invention relates to a call center system having automatic means for optimizing those rules that are enforced over interactions with customers, said system comprises: (a) an infrastructure which comprises a CRM module for at least handling the interactions with customers, and hardware means for at least maintaining the communication with said customers; (b) management rules, each rule comprising one or more rule parameters, said rules parameters enforcing interaction behavior during all interactions with customers; and (c) an adaptive, self learning module, for: (c.1) monitoring all interactions with customers; (c.2) upon completion of each interaction, recording a corresponding set of full interaction details, said set of full interaction details includes those rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and (c.

Abstract: The invention relates to a method for enforcing corporate rules in real time at a user end within a business web application operated from the corporate site server, wherein said web application conveys to a user browser a form to fill in, and wherein said form includes one or more pages, each page comprises one or more fields for receiving user entries, the method comprising: (a) providing a monitoring server at the corporate side; (b) providing a corporate rule base accessible by said monitoring server, wherein each rule within the base comprises at least: (i) a scenario definition, each scenario definition comprises at least one condition depending on a user behavior within a form; and (ii) a predefined action to be activated in real-time when said scenario definition is met; (c) upon accessing the corporate server to receive a form, sending to a user terminal a first page of the form, including an RT monitoring program for monitoring the meeting of one or more rule scenarios at the user terminal and at le

Abstract: Method for allowing invariant identification of selected objects displayed during the execution of an object oriented application, by another application. According to the proposed method, a tag generator is determined, for uniquely tagging each of the selected objects and then the tag generator generates a plurality of different and unique tags. Access of object generating functions in the source code of the application, to a collection of different and unique tags is established. A unique tag from that collection is automatically attached to the object, such that the attached tag is added to the attributes of the selected object, whenever a selected object that should be invariantly identified is generated during the execution of the application. This way, the another application is allowed to identify and access one or more objects through an interface of the application, according to their corresponding unique tags, which are invariant across all application invocations and updates.

Abstract: System for enhancing existing quality monitoring tools for monitoring and guiding agent performance within call centers, each of which provided with a plurality of agent terminals, a plurality of agent audio interfaces, and a plurality of software applications. The proposed system comprises a module for quality evaluation of agents skills and/or of compliance with business processes; a database for storing the results of the evaluation module, in the form of a plurality of profiles of performance; a Call Analysis System (CAS) connected to the database and with the software applications, for retrieving the profile of performance associated with an agent and for generating and transmitting a visual or textual or audio input regarding corrective and/or preventive action(s) required during the current interaction, to an agent terminal, based on the performance profile, and/or on acquired real-time call-based information, as defined by predetermined criteria.

Abstract: A smart card device is provided which may be directly hooked to a network or Internet via a phone or other communication interfaces. The smart card device includes a smart card reader and a communications interface, such as a MODEM, (54) an infra-red interface, RF, tone, or an Ethernet interface, and a minimal device controller. (52) A system and method for remotely verifying the identification (authentication) of the user of a smart card are also provided, and for completing the remote transaction. The invention supports two key functions (remote authentication and remote secure transaction) which can be carried out while the communication is not interrupted, and specifically (in the case of the telephone) while the call is in progress.

Abstract: A securely identifiable network device is provided. The device may be directly hooked to a network or Internet via a phone or other communication interfaces. The device includes a smart card reader and a communications interface, such as a MODEM, RS-232, infra-red interface, RF, tone, or an Ethernet interface, and a minimal device controller. The combination of these components allows for generating a fully authenticated access to a networked data server (e.g. mail, SMS, phone switch), for personalizing the access point behavior, and for notifying the data provider about the current location of the cardholder. This allows for re-routing the required data messages to the current location. The service data messages are typically SMS, MMS, e-mail and phone calls.