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 surface plasmon resonance coupler and disperser system is provided. A sensor element includes a diffraction grating having a periodically modulated surface. A light source faces the sensor element and emits an optical wave through a collimating element, which is provided in optical alignment with the light source. The optical wave is projected directly onto the periodically modulated surface of the diffraction grating. A detector faces the diffracting grating and is in receipt of the optical wave that is diffracted off the sensor element.