Patent application number | Description | Published |
20140270105 | NETWORK RECORDING AND SPEECH ANALYTICS SYSTEM AND METHOD - A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events. | 09-18-2014 |
20150312410 | NETWORK RECORDING AND SPEECH ANALYTICS SYSTEM AND METHOD - A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events. | 10-29-2015 |
20150347951 | MULTI-TENANT BASED ANALYTICS FOR CONTACT CENTERS - Embodiments of the present invention are directed to a system and method for collecting and analyzing data from a plurality of contact center tenants. A processor collects from a plurality of source devices over a data communication network, real-time metrics data for a plurality of contact centers. The real-time metrics data relates to a plurality of contact center factors. The processor stores the collected real-time metrics data in the data store, and generates benchmark data based on the collected real-time metrics data. The processor determines, for a particular contact center of the plurality of contact centers, performance of the contact center relative to the benchmark data. The processor further outputs a recommendation based on the comparison. | 12-03-2015 |
20150348163 | SYSTEM AND METHOD FOR PROVIDING DYNAMIC RECOMMENDATIONS BASED ON INTERACTIONS IN RETAIL STORES - An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store. | 12-03-2015 |
20150350435 | SYSTEM AND METHOD FOR BRIDGING ONLINE CUSTOMER EXPERIENCE - A system and method for aggregating a customer's anonymous online experience and associating it to the customer once the customer is known. A server monitors and aggregates data on anonymous interactions between a customer and a website. The collected data is stored in a data store in association with a code. The server detects occurrence of a trigger event as the data is collected, and the code is provided to the customer in response to detecting the trigger event. When the customer presents the code at the retail store, a retail store device sends a message including the code to the server. The retail store device also provides other identification information of the customer. The server may then associate the anonymous data to customer based on the identification information. | 12-03-2015 |
20160036972 | System and Method for Addressing Communication Issues for Contact Center Service Quality - A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session. | 02-04-2016 |
20160036980 | System and Method for Addressing Hard-To-Understand for Contact Center Service Quality - A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session. | 02-04-2016 |
Patent application number | Description | Published |
20100174620 | PAYMENT SYSTEM - Disclosed embodiments provide systems and methods of processing payment authorisation requests for payment transactions to be conducted via a data communications network. The method allows identification of an issuing bank from a plurality of issuing banks as one which is to be utilised in a given transaction and facilitate a user specifying, in real time in relation to the given transaction, a particular bank account that is to be used to deduct funds for that transaction. | 07-08-2010 |
20100174626 | PAYMENT SYSTEM - Embodiments of the invention provide a method of processing payment authorisation requests for payment transactions to be conducted via a data communications network on behalf of online merchants. The payment authorisation requests are conducted as a result of orders by financial instrument holders via a plurality of different online merchant systems, each of said online merchants having an online merchant identity. The method is conducted by a trusted central intermediary system which is configured to transmit payment authorisation requests to each of a plurality of different online merchant Internet Payment Service Provider (IPSP) systems. In some embodiments, a user may select a payment method on a per transaction basis, while removing the requirement for the user to provide payment details to individual online merchant systems or to their merchant IPSP systems by having the user submit their respective payment details to a separate, trusted entity. | 07-08-2010 |
20120011065 | PAYMENT SYSTEM - Embodiments of the invention provide a method of processing payment authorization requests for payment transactions to be conducted via a data communications network; the payment authorization requests are conducted as a result of orders by financial account holders via a plurality of different online merchant systems, and the financial account holders hold accounts with a plurality of different issuing banks. These embodiments of the invention provide a means of identifying an issuing bank from a plurality of issuing banks as one which is to be utilized in a given transaction and facilitate a user specifying, in real time in relation to the given transaction, a particular bank account that is to be used to deduct funds for that transaction. | 01-12-2012 |
20120030066 | PAYMENT SYSTEM - Embodiments of the invention provide a method of processing payment authorization requests for payment transactions to be conducted via a data communications network on behalf of online merchants, the payment authorization requests are conducted as a result of orders by financial instrument holders via a plurality of different online merchant systems. Each of the online merchants has an online merchant identity. The method is conducted by a trusted central intermediary system which is arranged to transmit payment authorization requests to each of a plurality of different online merchant Internet Payment Service Provider (IPSP) systems. Each merchant IPSP system is arranged to transmit payment authorization requests to at least one of a plurality of acquiring bank payment processor systems, and each of said plurality of acquiring bank payment processor systems is responsible for processing payment authorizations for at least one of said acquiring banks. Embodiments of the invention enable a user to select a payment method on a per transaction basis, whilst removing the requirement for the user to provide payment details to individual online merchant systems or to their merchant IPSP systems. Thus, providing that online merchants, or their merchant IPSPs, subscribe to a service arranged to perform the method, users only have to submit their respective payment details, preferably only once, to a separate, trusted entity. | 02-02-2012 |