Showing papers by "NICE Systems published in 2008"

Method and apparatus for predicting customer churn

Abstract: A method and apparatus for predicting customer churn from an organization. The method and apparatus determine an interaction churn score based on analyzing an interaction between the customer and the organization and related data. Optionally, the method and apparatus determine also a transactional churn score based on additional data related to the customer or the organization, and a combined churn score based on the interaction churn score and the transactional churn score. The interaction churn score is determined by assessing a categorization score for the interaction in association with one or more categories, and combining the categorization scores. Of further use is a retention offer mechanism for making a retention offer to the customer.

Methods and apparatus for enhancing speech analytics

Abstract: Methods and apparatus for the enhancement of speech to text engines, by providing indications to the correctness of the found words, based on additional sources besides the internal indication provided by the STT engine. The enhanced indications comprise sources of data such as acoustic features, CTI features, phonetic search and others. The apparatus and methods also enable the detection of important or significant keywords found in audio files, thus enabling more efficient usages, such as further processing or transfer of interactions to relevant agents, escalation of issues, or the like. The methods and apparatus employ a training phase in which word model and key phrase model are generated for determining an enhanced correctness indication for a word and an enhanced importance indication for a key phrase, based on the additional features.

Method and apparatus for interaction or discourse analytics

Abstract: A method and apparatus for analyzing and segmenting a vocal interaction captured in a test audio source, the test audio source captured within an environment. The method and apparatus first use text and acoustic features extracted from the interaction with tagging information, for constructing a model. Then, at production time, text and acoustic features are extracted from the interactions, and by applying the model, tagging information is retrieved for the interaction, enabling analysis, flow visualization or further processing of the interaction.

System and method for screen recording

Abstract: 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.

Apparatus and method for multimedia content based manipulation

Abstract: 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.

Interaction-management methods and platform for client-agent interaction-related environments

Abstract: A platform for enabling collaboration of components of a distributed interaction-related loosely-coupled system, and a method thereof are provided. The platform may include a communication medium and interaction-related business services capable of communicating via the communication medium using an interaction management protocol. The platform may include one or more business process management services to create one or more business flows that utilize one or more of said business services.

Methods and apparatus for language identification

Abstract: In a multi-lingual environment, a method and apparatus for determining a language spoken in a speech utterance. The method and apparatus test acoustic feature vectors extracted from the utterances against acoustic models associated with one or more of the languages. Speech to text is then performed for the language indicated by the acoustic testing, followed by textual verification of the resulting text. During verification, the resulting text is processed by language specific NLP and verified against textual models associated with the language. The system is self-learning, i.e., once a language is verified or rejected, the relevant feature vectors are used for enhancing one or more acoustic models associated with one or more languages, so that acoustic determination may improve.

System and method for multi layer rule processing background

Abstract: A system and method for processing a digital transaction using a layered rule architecture. Any number of rules may be applied to or tested against a transaction record. Rules and associated actions may be associated with priorities. A conflict resolution method or logic may be used to select one or more actions from a set of actions resulting from applying a set of rules to a transaction record.

Session board controller based post call routing for customer feedback application

Abstract: 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.

System and method for central management of network and storage resources for a video surveillance system

Abstract: System and method for central managing of network and storage resources by dynamically receiving over a network bit rate parameters related to video processing units of one or more edge devices and dynamically adjusting a bit rate of one of the processing units based on required bit rates of the processing units and bandwidth limitations of the network. The system and method may further include dynamically receiving storage parameters related to internal storage units of the edge devices and to external storage units coupled to the edge devices and instructing one of the edge devices where to store the video data based on the storage parameters and bandwidth limitations of the network.

Method and apparatus for visualization of interaction categorization

Abstract: A method and apparatus for visualization of call categorization, comprising steps and components for: defining or receiving a definition for one or more categories and criteria for each category; receiving or capturing interactions; categorizing the interactions into the categories; determining relations between the categories; determining layout for the categories and relations; and visualizing the layout. The method and apparatus can further comprise steps and components for extracting key-phrases, determining connections between key-phrases, connections between categories based on key-phrases, and connections between categories and key-phrases, and visualizing the categories, key-phrases and connections. The method and apparatus can further comprise steps and components for training models upon which the relations between categories and relations between key-phrases are determined.

Method and system for utilizing information for efficient recording solutions in a complex multi-media recording environment

Abstract: 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.

Method and system for centralized recording in a distributed environment

Abstract: 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 call and determining by the central recording unit whether to record the call.