Showing papers by "NICE Systems published in 2002"

Method, apparatus and system for capturing and analyzing interaction based content

Abstract: A method and apparatus (100) for capturing and analyzing customer interactions, the apparatus comprising a multi-segment interaction capture device (324), an initial set up and calibration device (326), a pre-processing and context extraction device (328) and a rule-based analysis engine (300).

Digital video protection for authenticity verification

Abstract: A method for verifying the authenticity and integrity of an ordered sequence of digital video frames, without having access to the original recording, by embedding therein a respective series of digital signatures based on a secret key, or keys, and on the video content of respective frames. Signatures are camouflaged by embedding in transform coefficients of a transformed representation of the video data in parts of the frame corresponding to motion. If there is sufficient motion to contain all of the signature bits, a supplementary technique embeds in high-texture areas of a frame. A final fall-back is to embed in a pre-defined default zone. A method of predicting when supplementary embedding is needed enables the process to be applied in a single pass allowing real-time operation. Verification is done during decoding by comparing, for identity, embedded signatures with signatures calculated anew using the method employed to embed.

System and method for capturing analyzing and recording screen events

Abstract: A system and method for capturing screen events, and processing these events to form data in a data format which is susceptible to analysis. Preferably, the method also comprises analyzing the data in order to extract useful information about the user of the screen and computational device which generated these screen events. More preferably, the method of the present invention is able to assess the quality of the performance of the user whose interaction with the computational device caused the screen events to be generated.

Video and audio content analysis system

Abstract: The present invention is directed to various methods and systems for analysis and processing of video and audio signals from a plurality of sources in real-time or off-line. According to some embodiments of the present invention, analysis and processing applications are dynamically installed in the processing units.

Forwarding session data for monitoring/recording

Abstract: A system for recording and/or monitoring data, by forwarding it without analysing or otherwise filtering the data itself, comprises a communication subsystem 52, including a management unit 59, and a recording/monitoring subsystem 62. The communication subsystem arranges for session data between at least two parties 58,56 to be forwarded to the recording/monitoring subsystem in accordance with rules. The rules may be dynamic, static, deterministic, statistical or event driven and may be set to include consideration of the session's metadata (eg session identifiers such as extension identifiers or telephone numbers). The parties may communicate session data relating to relating to Voice over IP (VoIP) or multimedia such as video conferencing, chat, web collaboration, application sharing, trunk radio or any other data capable of being logged and monitored. The parties' communication devices may be arranged to duplicate their data packets for forwarding to the monitoring device as well as other parties. The Communication subsystem 52's rules may be remotely configured via an external API (application programming interface). A specific embodiment relates to the recording of a VoIP call by joining a recording device (24, fig. 1) in conference with the parties to the call.

System and method for the automatic control of video frame rate

Abstract: The video rate processor (10) is made up of an Input Video Stream input (11), at least one Input Processor/Input Devices (12), at least one Most Recent Frame Buffer (14), and at least one Output Processes/Output Device (16). The video rate processor (10) is dynamically tuned to the specific requirements of a user and the capabilities of the user's device. Further, the video rate processor (10) enables to receipt of video images in real time or from archived files while substantially maintaining the integrity of the video information.

Software Development Bug Tracking: Tool Isn't User Friendly or User Isn't Process Friendly

Abstract: In this article we describe the implementation of software development bug tracking via WebPT/Continuus, in a development organization of about 200 developers, testers and managers of various ranks. We emphasize the interplay of technology, procedures and human nature, and describe our experiences and lessons on how this interplay affects the continuous quality improvement process. Often times, the implementer hears complaints about the tool not being user-friendly. In some cases, the implementer - committed to the tool - will perceive this as a case of a user being not process-friendly. Both responses may have a high emotional content. Who is right?

Recording of interactions between a customer and a sales person at a point of sales

Abstract: A system and methods for capturing, storing and retrieving customer face-to-face frontal interactions characterizing walk-in environments, for the purpose of quality management. The system comprises interaction capture and storage unit, which includes at least one of screen capture, storage and retrieval component or, voice capture, storage and retrieval component or, video capture, storage and retrieval component. The system comprising a set of recording and information gethering technics suitable for Walk-in environments that will enable organizations to record retrieve and evaluate the frontal interactions with their customers.