A method and apparatus for determining whether a speaker uttering an utterance belongs to a predetermined set comprising known speakers, wherein a training utterance is available for each known speaker. The method and apparatus test whether features extracted from the tested utterance provide a score exceeding a threshold when matched against one or more of models constructed upon voice samples of each known speaker. The method and system further provide optional enhancements such as determining, using, and updating model normalization parameters, a fast scoring algorithm, summed calls handling, or quality evaluation for the tested utterance.

Method and apparatus for large population speaker identification in telephone interactions

Aspects of the subject disclosure may include, for example, providing testing criteria to a probe device located at a venue enabling the probe device to perform testing of first communication services via a first wireless access technology utilizing a distributed antenna system of the venue and testing of second communication services via a second wireless access technology utilizing the distributed antenna system according to the testing criteria, and receiving performance data from a database server responsive to the data query, where the performance data is representative of test results generated from the testing of the first and second communication services by the probe device. Other embodiments are disclosed.

Method and apparatus for managing wireless probe devices

A system and method for real-time prediction of contact center customer satisfaction including means and steps for capturing an interaction between a customer and a customer service agent, converting the captured interaction into transcribed text, analyzing the transcribed text to extract a plurality of unstructured features most closely related to customer satisfaction, combining the extracted features with a plurality of structured features obtained from other contact center data, generating a customer satisfaction score from the combination of extracted unstructured features and structured features, and presenting the customer satisfaction score to contact center personnel.

System and method for real-time prediction of customer satisfaction

A method is provided in one example and includes capturing panoramic image data through a first camera in a camera cluster, and capturing close-up image data through a second camera included as part of a spaced array of cameras. The presence of a user in a field of view of the second camera can be detected. The close-up image data and the panoramic image data can be combined to form a combined image. In more specific embodiments, the detecting includes evaluating a distance between the user and the second camera. The combined image can reflect a removal of a portion of panoramic image data associated with the user in a video conferencing environment.

System and method for providing depth adaptive video conferencing

Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.

Systems and methods for routing callers to an agent in a contact center

A method and apparatus for automatic quality evaluation of an activity related to an organization, such as an agent of an organization which interacts with a calling party, a product, a campaign or the like, based on any combination of one or more of the following: the interaction itself and particularly its vocal part; meta data related to the call, to the call parties or to the environment; information extracted from the call or general information. The method may be activated off-line or on-line, in which case all alert can be generated for one or more calls.

Method and system for automatic quality evaluation

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.

Offer Hassidi

Papers

Method and system for automatic quality evaluation

Session board controller based post call routing for customer feedback application