Abstract: A method, system, and phonetic search engine are described that enable phonetic searches to have increased relevancy to the searcher. Specifically, phonetic searches on a database containing phonetically-searchable content can have one or more phonetically-confusable terms included therein, thereby creating search results that more faithfully reflect the search terms used during the phonetic search of the database.

Abstract: A method, system, and phonetic search engine are described that enable phonetic searches to have increased relevancy to the searcher. Specifically, phonetic searches on a database containing phonetically-searchable content can have one or more phonetically-confusable terms included therein, thereby creating search results that more faithfully reflect the search terms used during the phonetic search of the database.

Abstract: An event associated with a communication session between a first party and a second party is detected. The event is related to the communication session. For example, the event may be a phrase spoken in the communication session or a presentation of a call progression screen to a contact center agent. At this point, the communication session is analyzed for a period of non-communication that meets a defined threshold during a monitoring period associated with the event. If a period of non-communication is detected that is longer than the threshold during the monitoring period, the period of non-communication is flagged. The flagged period of non-communication can then be used to evaluate how a contact center agent is performing.

Abstract: To detect events in an audio stream, frames of an audio signal (e.g., frames generated by a codec for a voice call or music stream) are received. Based on information in the frames, an index is used to look up an entry in a table associated with the codec. Each entry in the table indicates a likelihood that a frame matches a sound model element. The likelihood is used in the search for a sound bite, word, and/or phrase in the audio signal. The process of dynamic programming is used to find the combined likelihood for a match of the word, phrase, and/or sound bite to a region of the audio stream. Upon detection of the word, phrase, and/or sound bite in the audio stream, an event is generated, such as, notifying a person or logging the event in a database.

Abstract: Conferences comprise a number of listening, viewing, and/or speaking participants. A conference participant may ask a question or make a statement that can be answered or verified against an authoritative source. A reference validity checker is provided to receive the conference content, recorded or in real-time, determine that a question or statement was made that can be answered or verified, query a knowledgebase, and present indicia of the response. The indicia may be an indicator (e.g., true/false, verified, etc.) and/or a link to a source, such as a particular entry in a knowledgebase. The knowledgebase may be selected from internal sources or external sources depending on factors, such as the type of question/statement or topic associated therewith. The indicia may annotate a transcript or recording of the conference so that a subsequent review may have the ability to locate the source of the answer/response as desired.

Abstract: An event associated with a communication session between a first party and a second party is detected. The event is related to the communication session. For example, the event may be a phrase spoken in the communication session or a presentation of a call progression screen to a contact center agent. At this point, the communication session is analyzed for a period of non-communication that meets a defined threshold during a monitoring period associated with the event. If a period of non-communication is detected that is longer than the threshold during the monitoring period, the period of non-communication is flagged. The flagged period of non-communication can then be used to evaluate how a contact center agent is performing.

Abstract: A method, system, and phonetic search engine are described that enable phonetic searches to have increased relevancy to the searcher. Specifically, phonetic searches on a database containing phonetically-searchable content can have one or more phonetically-confusable terms excluded from search results, thereby leaving search results that more faithfully reflect the search terms used during the phonetic search of the database.

Abstract: To detect events in an audio stream, frames of an audio signal (e.g., frames generated by a codec for a voice call or music stream) are received. Based on information in the frames, an index is used to look up an entry in a table associated with the codec. Each entry in the table indicates a likelihood that a frame matches a sound model element. The likelihood is used in the search for a sound bite, word, and/or phrase in the audio signal. The process of dynamic programming is used to find the combined likelihood for a match of the word, phrase, and/or sound bite to a region of the audio stream. Upon detection of the word, phrase, and/or sound bite in the audio stream, an event is generated, such as, notifying a person or logging the event in a database.