Abstract: A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

Abstract: A system for automatically scheduling contact center agents using real-time analytics, comprising an analytics server that receives and analyzes interaction information, a scheduling server that produces scheduling events based on the analysis, and a queueing server that modifies a current state of agent workstations based on the scheduling events, and a method for system for automatically scheduling contact center agents using real-time analytics.

Abstract: A system and method for multi-language phrase identification within spoken interaction audio capable of adjusting for regional pronunciation (accents), cadence differences, and homologs. In this system, a spoken interaction audio data store supplies spoken audio data such as contact center call recordings to be analyzed for a specific phrase or set of phrases. Phrases are entered as natural language text and converted to the phonemes representative of the phrase audio using the invention's language packs and stored in a data store. Spoken interaction and phrase audio are converted to a digital format allowing comparison using multiple characteristics. Phrase matches are stored for subsequent post analysis display and analytics generation.

Abstract: A system for augmenting media utilizing context-based meta data, comprising a context monitoring engine that determines relevant context information and a media annotation service that annotated media content with context information, and a method for providing metadata-enhanced media content to users.

Abstract: A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

Abstract: A system for automatically scheduling contact center agents using real-time analytics, comprising an analytics server that receives and analyzes interaction information, a scheduling server that produces scheduling events based on the analysis, and a queuing server that modifies a current state of agent workstations based on the scheduling events, and a method for system for automatically scheduling contact center agents using real-time analytics.

Abstract: A system and method for multi-language phrase identification within spoken interaction audio capable of adjusting for regional pronunciation (accents), cadence differences, and homologues. In this system, a spoken interaction audio data store supplies spoken audio data such as contact center call recordings to be analyzed for a specific phrase or set of phrases. Phrases are entered as natural language text and converted to the phonemes representative of the phrase audio using the invention's language packs and stored in a data store. Spoken interaction and phrase audio are converted to a digital format allowing comparison using multiple characteristics. Phrase matches are stored for subsequent post analysis display and analytics generation.

Abstract: A system for enhanced quality monitoring, comprising a call record server operating on a network-connected computing device, a quality monitoring analysis server operating on a network-connected computing device that receives and analyzes call records from the call record server, a quality monitoring database that stores analysis results, and a monitoring station operating on a network-connected computing device that allows a human user to monitor call records, and a method for enhancing quality monitoring.

Abstract: A system for complex interaction recording, comprising a recording management server that operates on a network-connected computing device and records communications, a record server that operates on a network-connected computing device and presents records for review and interaction by a human user, and an interaction evaluation server that operates on a network-connected computing device and identifies interactions segments and groups them into complex interactions, and a method for recording complex interactions comprising the steps of loading an interaction, identifying segments within the interaction, grouping segments into a complex interaction, and sending the resulting complex interaction as output.

Abstract: A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

Abstract: A system for automatically automatic workflow triggering using real-time speech analytics, comprising an analytics server that receives and analyzes interaction information and a workflow server that produces workflow events based on the analysis, sends workflow events to handlers for processing, retrieves workflow-related data, and produces workflow reports for review, and a method for automatically automatic workflow triggering using real-time analytics.

Abstract: A system for automatically scheduling contact center agents using real-time analytics, comprising an analytics server that receives and analyzes interaction information, a scheduling server that produces scheduling events based on the analysis, and a queueing server that modifies a current state of agent workstations based on the scheduling events, and a method for system for automatically scheduling contact center agents using real-time analytics.

Abstract: A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

Abstract: A system for complex interaction recording, comprising a recording management server that operates on a network-connected computing device and records communications, a record server that operates on a network-connected computing device and presents records for review and interaction by a human user, and an interaction evaluation server that operates on a network-connected computing device and identifies interactions segments and groups them into complex interactions, and a method for recording complex interactions comprising the steps of loading an interaction, identifying segments within the interaction, grouping segments into a complex interaction, and sending the resulting complex interaction as output.

Abstract: A system for enhanced quality monitoring, comprising a call record server operating on a network-connected computing device, a quality monitoring analysis server operating on a network-connected computing device that receives and analyzes call records from the call record server, a quality monitoring database that stores analysis results, and a monitoring station operating on a network-connected computing device that allows a human user to monitor call records, and a method for enhancing quality monitoring.

Abstract: A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

Abstract: A system for data aggregation and representation, comprising a data aggregator that may request or receive input from a plurality of data sources, a visualization engine that may generate representations of data, and an interaction manager that may handle interactions from an analyst, and a method for multidimensional representation of data.

Abstract: A system for complex interaction recording, comprising a recording management server that operates on a network-connected computing device and records communications, a record server that operates on a network-connected computing device and presents records for review and interaction by a human user, and an interaction evaluation server that operates on a network-connected computing device and identifies interactions segments and groups them into complex interactions, and a method for recording complex interactions comprising the steps of loading an interaction, identifying segments within the interaction, grouping segments into a complex interaction, and sending the resulting complex interaction as output.

Abstract: A system for enhanced quality monitoring, comprising a call record server operating on a network-connected computing device, a quality monitoring analysis server operating on a network-connected computing device that receives and analyzes call records from the call record server, a quality monitoring database that stores analysis results, and a monitoring station operating on a network-connected computing device that allows a human user to monitor call records, and a method for enhancing quality monitoring.

Abstract: A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.