Abstract: An apparatus and method apparatus and/or computer software to automate testing of a voice self service platform. In its software embodiment, the present invention comprises software that runs on the windows platform to simulate all the components of an Interactive Voice Recognition Unit (VRU). In addition this embodiment can also be used as a helper unit to test individual components of an interactive voice recognition (IVR).

Abstract: A hammer system and method thereof for monitoring an organization platform to detect system level problems of one or more applications. The hammer system may include a hammer device, an enhanced trunk group poller, and a client-specific application hammer. The client-specific application hammer may be structured as a simulator that is operable to periodically place calls into the organization platform and emulate real call scenarios. The simulator may include D-channel polling logic.

Abstract: A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.

Abstract: An apparatus and method apparatus and/or computer software to automate testing of a voice self service platform. In its software embodiment, the present invention comprises software that runs on the windows platform to simulate all the components of an Interactive Voice Recognition Unit (VRU). In addition this embodiment can also be used as a helper unit to test individual components of an interactive voice recognition (IVR).

Abstract: A call calculator and method thereof used to automate testing of a voice self service platform. The call calculator may have functional logic to calculate an estimated call load. The type of load may be least one of cyclic, peak, burst, choppy, and sustained. The call calculator may use a set of input parameters of an algorithm to calculate the estimated call load, wherein the algorithm may be based on an integral calculus model.

Abstract: A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.

Abstract: A hammer system and method thereof for monitoring an organization platform to detect system level problems of one or more applications. The hammer system may include a hammer device, an enhanced trunk group poller, and a client-specific application hammer. The client-specific application hammer may be structured as a simulator that is operable to periodically place calls into the organization platform and emulate real call scenarios. The simulator may include D-channel polling logic.

Abstract: A call calculator and method thereof used to automate testing of a voice self service platform. The call calculator may have functional logic to calculate an estimated call load. The type of load may be least one of cyclic, peak, burst, choppy, and sustained. The call calculator may use a set of input parameters of an algorithm to calculate the estimated call load, wherein the algorithm may be based on an integral calculus model.

Abstract: A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.

Abstract: An apparatus and method apparatus and/or computer software to automate testing of a voice self service platform. In its software embodiment, the present invention comprises software that runs on the windows platform to simulate all the components of an Interactive Voice Recognition Unit (VRU). In addition this embodiment can also be used as a helper unit to test individual components of an interactive voice recognition (IVR).

Abstract: A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, performing a field-by-field comparison of the converted one of the first address information and the second address information to the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.

Abstract: A system, method, and computer readable medium for confirmation and verification of shipping address data associated with a transaction. The invention provides a method of verifying first and at least second shipping address information associated with transactions conducted over a telecommunications network. The first and second shipping address information can be stored respectively in a first format and a second format, such as respective speech and text formats. The method functions by accessing address information pertaining to a specific transaction by extracting the respective address information as stored in both formats. The address information is then compared to each other to ensure that they are consistent. If the address information as stored in the two respective formats are sufficiently inconsistent, the underlying transaction may be dispositioned in various ways according to the difference.

Abstract: Methods, apparatus, and computer readable media for confirmation and verification of shipping address data associated with a transaction. The invention as described herein provides a method of verifying first and at least second shipping address information associated with transactions conducted over a telecommunications network. The first and second shipping address information can be stored respectively in a first format and a second format, such as respective speech and text formats. The method functions by accessing address information pertaining to a specific transaction by extracting the respective address information as stored in both formats. The address information is then compared to each other to ensure that they are consistent. If the address information as stored in the two respective formats are sufficiently inconsistent, the underlying transaction may be dispositioned in various ways according to the difference.

Abstract: Method, apparatus, and computer-readable media for minimizing the risk of fraudulent access to call center resources. The invention described herein provides a method of minimizing fraudulent access to call center resources, with the method including at least the following. One or more authenticated biometric samples are associated with at least one person. The person then submits at least one test biometric sample during a login process to obtain authorization to access to call center resources, for example, to process telephone calls or to receive training. This test biometric sample is captured and the differences between the test biometric sample and the one or more authenticated biometric samples is quantified. Depending on the degree of difference between the at least one authenticated biometric sample and the test biometric sample, the person's request for authorization to access call center resources is dispositioned.

Abstract: Methods, apparatus, scripts, and computer readable media for facilitating secure capture of sensitive data during a voice-based transaction with a caller conducted over a telecommunications network. In an illustrative embodiment, the method comprises executing a script controlling a flow for the voice-based transaction, during which transaction at least one of sensitive and non-sensitive data may be obtained. The caller is transferred to an automated system in real time in response to the script to capture sensitive data from the caller and to store the sensitive data in a transaction record. The caller is transferred to a live operator in real time in response to the script to capture non-sensitive data from the caller and to store the non-sensitive data in the transaction record. Apparatus, scripts, and computer readable media for realizing the above method and other embodiments of the same are also provided.

Abstract: Method, apparatus, and computer-readable media for minimizing the risk of fraudulent receipt of telephone calls. The invention described herein provides a method of minimizing fraudulent receipt of telephone calls, with the method including at least the following. One or more authenticated voice samples are associated with at least one person. The person then submits at least one test voice sample during a login process to obtain authorization to receive telephone calls. This test voice samples is captured and the differences between the test voice sample and the one or more authenticated voice samples is quantified. Depending on the degree difference between the at least one authenticated voice sample and the test voice sample, the person's request for authorization to receive telephone calls or training is dispositioned. Apparatus and computer-readable media to realize the above function are also provided herein.