Abstract: A computer-implemented system and method for protecting sensitive information within a call center in real time is provided. A call from a caller is received within a call center. The call is assigned to an agent and a determination is made as to when the caller is to provide sensitive information. The user is transferred to an automated voice response system to which the sensitive information is provided, while maintaining the call with the agent. The caller is returned to the agent upon providing the sensitive information. A notification regarding a status of the sensitive information is sent and the call is terminated.

Abstract: A computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention is provided. Calls conducted between an agent and a caller are monitored. A need for assistance by an expert agent in one such call based on an inquiry by the caller is identified. Expert selection criteria to a predetermined group of expert agents with expertise in subject matter relating to the caller's inquiry is applied. One of the expert agents that matches with the expert selection criteria is selected and a notification to the agent that the selected expert agent will assist with the call is transmitted. The expert agent is then patched into the call.

Abstract: A computer-implemented system and method for masking special data is provided. Speakers of a call recording are identified. The call recording is separated into strands corresponding to each of the speakers. A prompt list of elements that prompt the speaker of the other strand to utter special information is applied to one of the strands. At least one of the elements of the prompt list is identified in the one strand. A special information candidate is identified in the other strand and is located after a location in time where the element was found in the voice recording of the one strand. A confidence score is assigned to the element located in the one strand and to the special information candidate in the other strand. The confidence scores are combined and a threshold is applied. The special information candidate is rendered unintelligible when the combined confidence scores satisfy the threshold.

Abstract: A computer-implemented system and method for masking special data is provided. Speakers of a call recording are identified. The call recording is separated into strands corresponding to each of the speakers. A prompt list of elements that prompt the speaker of the other strand to utter special information is applied to one of the strands. At least one of the elements of the prompt list is identified in the one strand. A special information candidate is identified in the other strand and is located after a location in time where the element was found in the voice recording of the one strand. A confidence score is assigned to the element located in the one strand and to the special information candidate in the other strand. The confidence scores are combined and a threshold is applied. The special information candidate is rendered unintelligible when the combined confidence scores satisfy the threshold.

Abstract: Apparatuses and methods are described to secure information contained within voice recordings. A voice recording is loaded into a data processing system, wherein the voice recording results from an utterance of a human during an interaction between the human and an interface of a business entity. The voice recording is processed to recognize at least one element of text in the voice recording. The data processing system determines if the at least one element of text represents special information that pertains to the human. A segment in the voice recording is rendered unintelligible if the at least one element of text represents special information that pertains to the human.

Abstract: A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a threshold. Further interactions are provided to at least one of the analysts when the deviation falls below the threshold. A further performance score for the interaction is received from the analyst and provided to the agent associated with the interaction.

Abstract: A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a threshold. Further interactions are provided to at least one of the analysts when the deviation falls below the threshold. A further performance score for the interaction is received from the analyst and provided to the agent associated with the interaction.

Abstract: An apparatus includes a plurality of storable representations of interactions between an agent of a business and customers, wherein the business is located in a first geographic area. A storage device in communication with the first geographic area is configured to receive and store the storable representations wherein the storable representations are capable of being analyzed at high frequency for service quality in the second geographic area by an analyst. The second geographic area is subject to a geographic wage attenuator. Report data is generated and fed back to the agent; the report data represents the quality of service rendered by the agent to the customers. An agent can be informed of at least one agent performance element that was well performed and at least one agent performance element that could be performed even better.

Abstract: MRA data is acquired from a large region of interest by translating the patient to successive stations at which successive portions of the three-dimensional MRA data set are acquired. Patient movement is chosen to track a bolus of contrast agent as it passes through the region of interest and a 3D acquisition is performed at a succession of stations. The order and shape in which k-space is sampled differs from station-to-station to achieve maximum image contrast.

Abstract: MRA data is acquired from a large region of interest by translating the patient to successive stations at which successive portions of the MRA data set are acquired. Patient movement is chosen to track a bolus of contrast agent as it passes through the region of interest to achieve maximum image contrast. In one embodiment a stationary local coil is supported adjacent the patient to acquire the MRA data and in another embodiment a multi-segment local coil moves with the patient and its segments are sequentially switched into operation.

Abstract: Conjugates of monoclonal antibodies specific to human melanoma and the A chain of a toxic lectin such as ricin or an equivalent ribosomal inhibiting protein. The conjugate is synthesized by a novel process employing anti-toxic lectin B chain antibodies to remove lectin B chain impurities and provide a highly purified conjugate that is non-toxic to cells other than melanoma. The conjugates are used to treat human melanoma.The hybridomas XMMME-001 and XMMME-002 were deposited with the American Type Culture Collection (A.T.C.C.) on Mar. 26, 1985, and given A.T.C.C. Accession Nos. HB8759 and HB8760, respectively.