Patent application number | Description | Published |
20090028132 | System and method for transferring interaction metadata messages over communication services - System and method for transmitting interaction metadata messages, for example, computer telephony integration (CTI) messages, from one or more network end points and/ox from a central network device to a recording system using a light-weight interaction metadata protocol, for example, a light-weight CTI protocol, over one or more communication services. | 01-29-2009 |
20090154689 | SYSTEM AND METHOD FOR FORWARDING A SESSION BASED ON A RECORDING CAPACITY - A system and method for forwarding a session based on a recording capacity. A recording sub-system may inform a session forwarding component of a recording capacity associated with agents. A forwarding component may select an agent to handle a session based on a recording capacity associated with the agent. A session may be interrupted if the recording capacity associated with the session is reduced below a predefined level. | 06-18-2009 |
20090175423 | METHOD AND SYSTEM FOR UTILIZING INFORMATION FOR EFFICIENT RECORDING SOLUTIONS IN A COMPLEX MULTI-MEDIA RECORDING ENVIRONMENT - System and method for recording telephone calls comprising receiving computer telephony integration fields from first and second sources, identifying which of the CTI fields are physical CTI fields to be used for locating audio to be recorded, identifying which of the CTI fields are logical CTI fields, identifying one of the physical CTI fields received from the first source and one of the logical CTI fields received from the second source as being related to a specific telephone call and recording said telephone call based on audio location information from the physical CTI field associated with the call. | 07-09-2009 |
20090268885 | METHOD AND SYSTEM FOR CENTRALIZED RECORDING IN A DISTRIBUTED ENVIRONMENT - A system and method for central recording of telephone calls are provided. The method may include transferring a telephone call from a session border controller (SBC) to a contact center and to a central recording unit, transferring of CTI information from the contact center to the central recording unit, associating the CTI information to the telephone cal and determining by the central recording unit whether to record the call. | 10-29-2009 |
20090290701 | SESSION BOARD CONTROLLER BASED POST CALL ROUTING FOR CUSTOMER FEEDBACK APPLICATION - Embodiments of the invention include a method for handling communication sessions by a central gateway, such as session border controller. The method may include receiving an indication that the interaction between a customer and an agent has ended and automatically routing by the session border controller the customer to an automated feedback application. | 11-26-2009 |
20100064215 | SYSTEM AND METHOD FOR SCREEN RECORDING - A system and method for producing a usable stream of display data from an updated state information and a currently received stream of display data. State information may be extracted from a stream of display data and an updated state information may be maintained. Updated state information and a stream of display data may be used to produce a usable stream of display data. | 03-11-2010 |
20100161604 | APPARATUS AND METHOD FOR MULTIMEDIA CONTENT BASED MANIPULATION - An apparatus and methods for generating an ontology for a domain based on analysis performed on interactions captured in the domain. The analysis provides groups of concepts which are used as topics appearing or retrieved from the interactions are used as topics or concepts in the ontology. Concepts belonging to one group are indicated as connected within the ontology. The ontology can then be used in analyzing further interactions and provide meaning, content and relationships between concepts. | 06-24-2010 |
20100174992 | SYSTEM AND METHOD FOR SCREEN RECORDING - Embodiments of the inventions are directed to a method for recording screen data. The method may include receiving display data displayed on a local screen coupled to a local computing device wherein the display data originate from first and second applications executed on first and second remote application servers; receiving layout data related to a presentation of the display data on the local screen; and reconstructing visual appearance of the presentation based on the layout information and the display data. | 07-08-2010 |
20100226482 | SYSTEM AND METHOD FOR RECORDING AND DISTRIBUTING CUSTOMER INTERACTIONS - A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed. | 09-09-2010 |
20110126012 | METHOD AND SYSTEM FOR SECURE DATA COLLECTION AND DISTRIBUTION - A data provider generates a data encryption key and an identifier, uses the data encryption key to encrypt data, sends the encrypted data and the identifier to a data requestor, and sends the data encryption key and the identifier to a crypto information server. The data requestor sends the identifier to the crypto information server to request the encryption key. The crypto information server authenticates the data requestor and, contingent on that authentication, sends the data encryption key to the data requestor. If a plurality of data instances are captured, then for each instance, a respective data encryption key and identifier are generated. | 05-26-2011 |
20110161654 | PEER-TO-PEER TELEPHONY RECORDING - System and method for recording communication sessions in a peer-to-peer communication networks. End-devices of the peer to peer communication network may register with a selected super-node that may fork media to a recording system for recording. Communication sessions arriving at a call center may be transferred between the external end-device and the target agent end-device via a recorder and the communication session media may be recorded. Alternatively, a conference call may be established between an external end-device, a target agent end-device of a call center and a recorder over a peer-to-peer communication network. After the conference call is established, the recorder may receive media transferred between the external end-device and the target agent end-device and record that media. | 06-30-2011 |
20110307258 | REAL-TIME APPLICATION OF INTERACTION ANLYTICS - A method and apparatus for providing real-time assistance related to an interaction associated with a contact center, comprising steps or components for: receiving at least a part of an audio signal of an interaction captured by a capturing device associated with an organization, and metadata information associated with the interaction; performing audio analysis of the at least part of the audio signal, while the interaction is still in progress to obtain audio information; categorizing at least a part of the metadata information and the audio information, to determine a category associated with the interaction, while the interaction is still in progress to obtain audio information; and taking an action associated with the category. | 12-15-2011 |
20120088475 | SYSTEM AND METHOD FOR RECORDING COMMUNICATION INTERACTION OVER A MOBILE DEVICE - A system includes a recording server connected to a private branch exchange (PBX) and/or an interface device, where the connected PBX and/or interface device are each connected to an electronic communication network. The PBX provides at least a first portion of a mobile communication on the electronic communication network to the recording server, and the interface device provides a second portion of the mobile communication to the recording server, wherein the recording server, the PBX, and, if connected to the recording server, the interface device are each assigned to a same organization. A method provides a mobile device and a PBX each registered to an organization, a smart client enforces a policy regarding at least one of incoming mobile communications and outgoing mobile communications on the mobile device, providing a recording server connected to the PBX and simulating an extension of the PBX, conferencing a recording server and recording content. | 04-12-2012 |
20120190333 | SYSTEM AND METHOD FOR MANAGING A CUSTOMER SERVICE SESSION - Embodiments of the invention are directed to a method of providing a service to a user of a mobile communication device. A selection a service may be received. An optimal option for providing a selected service may be determined and displayed on a mobile communication device. A session including a voice communication channel and a data communication channel may be established and used to provide a selected service. | 07-26-2012 |
20120224020 | SYSTEM AND METHOD FOR ASSISTING AN AGENT IN A CONTACT CENTER - Embodiments of the invention are directed to a system and method for assisting a service representative an enterprise. A device operated by an agent and a mobile communication device operated by an expert may be associated by a registration at a server. An indication of required assistance may be provided to the mobile communication device. The mobile communication device may included in a session already including a device operated by the agent and a device operated by a customer. | 09-06-2012 |
20120288069 | SYSTEM AND METHOD FOR RECORDING AND DISTRIBUTING CUSTOMER INTERACTIONS - A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed. | 11-15-2012 |
20130129071 | SYSTEM AND METHOD FOR REAL-TIME CUSTOMIZED AGENT TRAINING - A system, device and method is provided for handling customer-agent interactions. An unsuccessful interaction may be detected between a customer and a first agent unable to resolve a problem. A successful interaction may be detected between the customer and a second agent that resolves the problem. The first agent may be sent a report summarizing the successful interaction by the second agent. | 05-23-2013 |
20130136253 | SYSTEM AND METHOD FOR TRACKING WEB INTERACTIONS WITH REAL TIME ANALYTICS - A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used. | 05-30-2013 |
20130142318 | PEER-TO-PEER TELEPHONY RECORDING - System and method for recording communication sessions in a peer-to-peer communication networks. A conference call may be established between an external end-device, a target agent end-device of a call center and a recorder over a peer-to-peer communication network. After the conference call is established, the recorder may receive media transferred between the external end-device and the target agent end-device and record that media. | 06-06-2013 |
20130315382 | SYSTEM AND METHOD FOR ROBUST CALL CENTER OPERATION USING MULTIPLE DATA CENTERS - A method of providing robust call center operation for an organization, based on a first data center with computerized components that provide service to the call center, including, receiving at a failover manager having a processor and memory, notification from a user to shut down components of the first data center providing service to the call center, shutting down or verifying non-functionality of the components of the first data center providing service to the call center, activating similar components from a second data center to replace functionality of the first data center, wherein the components of the first data center and the second data center are connected over a network, and updating references of the call center to access the components from the second data center instead of the components from the first data center. | 11-28-2013 |
20140050309 | SYSTEM AND METHOD FOR REAL-TIME CUSTOMIZED AGENT TRAINING - A system, device and method is provided for handling customer-agent interactions. An unsuccessful interaction may be detected between a customer and a first agent unable to resolve a problem. A successful interaction may be detected between the customer and a second agent that resolves the problem. The first agent may be sent a report summarizing the successful interaction by the second agent. | 02-20-2014 |