Showing papers by "NICE Systems published in 2012"

System and method for identifying customers in social media

Abstract: A system and method for identifying an author of a social media interaction. A social media profile may be received for a user interacting in a social media interaction in a social media environment. The social media profile may include identification parameter(s) defining personal information registered to the user in the social media environment and content parameter(s) defining content of the user's social media interaction. For each of a plurality of customers registered in a contact center environment, a contact center profile may be received for the customer including identification parameter(s) defining personal information registered to the customer in the contact center environment and content parameter(s) defining content of the customer's past contact center interactions. The user's social media profile and customer's contact center profile may be compared to determine if the social media user and contact center customer have the same identity.

Method and system for automatic domain adaptation in speech recognition applications

Abstract: A system and method for adapting a language model to a specific environment by receiving interactions captured the specific environment, generating a collection of documents from documents retrieved from external resources, detecting in the collection of documents terms related to the environment that are not included in an initial language model and adapting the initial language model to include the terms detected.

Method and apparatus for transaction verification

Abstract: A transaction verification system and method may include receiving an interaction record describing communications between parties regarding a transaction event. The interaction record may include interactions having multiple communication formats. Transaction data describing transaction parameters input into a trading system during the transaction even may be compared to the interaction record. A matching score may be calculated that indicates a level of similarity between the interaction record and the transaction data. The matching score may be calculated for multiple of transaction events in an interaction log, and an interaction log score may be calculated.

Method and system for utilizing storage in network video recorders

Abstract: The subject matter discloses a method, comprising obtaining a current retention time of storage associated with a digital recorder; obtaining current bitrates of channels used to transmit video captured by edge devices communicating with the digital recorder. The method then determines change in compression rates to be allocated to at least a portion of the channels according to the current retention time and the current bitrates and transmits the change in compression rates to be allocated to the channels to edge devices communicating with the digital recorder. The method can be implemented in a system in which several digital recorders use the same storage.

System and method for determining a risk root cause

Abstract: A system and method for determining a risk root cause are provided. A first and second fraud related risk scores respectively associated with a first and second nodes may be determined. A relation strength value related to at least one relation between the first and second nodes may be determined. A relation strength value and a first and second node risk scores may be used to calculate a cluster risk score for a cluster including the first and second nodes. Other embodiments are described and claimed.

Distributed scalable incrementally updated models in decisioning systems

Abstract: In one embodiment, first weight information indicating a first set of delta values is obtained, where the first set of delta values includes a first delta value for each weight in a set of weights, the set of weights including a weight for each of a set of one or more parameters of a model. In addition, second weight information indicating a second set of delta values is obtained, where the second set of delta values includes a second delta value for each weight in the set of weights. Combined weight information including a combined set of delta values or a combined set of weights is generated based, at least in part, upon the first weight information and the second weight information.

Method and apparatus for real time sales optimization based on audio interactions analysis

Abstract: The subject matter discloses a computerized method for sales optimization comprising: receiving at a computer server a digital representation of a portion of an interaction between a customer and an organization representative, the portion of an interaction comprises a speech signal of the customer and a speech signal of the organization representative; analyzing the speech signal of the organization representative; analyzing the speech signal of the customer; determining a distance vector between the speech signal of the organization representative and the speech signal of the customer; and predicting a sale success probability score for the captured speech signal portion.

System and method for recording and distributing customer interactions

Abstract: 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.

Method and system for improving surveillance of ptz cameras

Abstract: The subject matter discloses a method, comprising obtaining a scene from a video camera and defining at least one point of the scene; creating a first scene terrain model of the scene, said first scene terrain model comprises a typical human object size in pixels in said at least one point of the scene; creating a second scene model of the scene, said second model defines a false positive determination that said at least one point comprises a human object; wherein said second scene model is created when the scene does not contain a human object; obtaining an image of the scene, said image is captured by a video camera; determining whether the human object is detected at the at least one point of said captured image by applying said first scene terrain model and said second scene model on the least one point.

System and method for real-time process management

Abstract: A system and method for real-time process management. An attribute of a process currently performed may be related to a key performance indicator (KPI) threshold. A system may determine, in real-time, the KPI threshold was breached. An indication may be provided to, for example, a mobile device. Feedback related to an intervention of an expert may be received on the mobile device.

Method and apparatus for enhanced phonetic indexing and search

Abstract: The subject matter discloses a method two phase phonetic indexing and search comprising: receiving a digital representation of an audio signal; producing a phonetic index of the audio signal; producing phonetic N-gram sequence from the phonetic index by segmenting the phonetic index into a plurality of phonetic N-grams; and producing an inverted index of the plurality of phonetic N-grams.

System and method for robust call center operation using multiple data centers

Abstract: 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.

Method and apparatus for detection and analysis of first contact resolution failures

Abstract: The subject matter discloses a method for detection and analysis of first contact resolution failures comprising: obtaining a first plurality of digital representations, each digital representation of the first plurality is associated with a contact center interaction; determining a pair of digital representations that represent a pair of contact center interactions determined from the first plurality of digital representations according to metadata associated with the pair of contact center interactions; determining topics of each interaction of the determined pair of contact center interactions represented by the pair of digital representations; classifying the pair of contact center interactions as first contact resolution failure or first contact resolution interactions pair.

Sentence Clustering via Projection over Term Clusters

Abstract: This paper presents a novel sentence clustering scheme based on projecting sentences over term clusters. The scheme incorporates external knowledge to overcome lexical variability and small corpus size, and outperforms common sentence clustering methods on two real-life industrial datasets.

System and method for situation-aware ip-based communication interception and intelligence extraction

Abstract: A system and method for monitoring Internet Protocol (IP) data traffic may include receiving IP data generated by a target device interacting on the Internet, determining at least one activity performed by the target device based on the IP data, wherein an activity describes an interaction on the Internet, and aggregating data describing the at least one activity into one or more chunks, each chunk corresponding to a portion of time and at least one activity performed by the targets.

Predicting a sales success probability score from a distance vector between speech of a customer and speech of an organization representative

Abstract: A computerized method for sales optimization including receiving at a computer server a digital representation of a portion of an interaction between a customer and an organization representative, the portion of an interaction comprises a speech signal of the customer and a speech signal of the organization representative; analyzing the speech signal of the organization representative; analyzing the speech signal of the customer; determining a distance vector between the speech signal of the organization representative and the speech signal of the customer; and predicting a sale success probability score for the captured speech signal portion.

System and method for engaging a mobile device

Abstract: A system and method for engaging a mobile device. An event related to an application may be captured on a mobile device by code embedded in the application. Information related to the event may be sent to a server. A server may compute a next best action to take. A communication channel may be selected based on the event and based on a set of rules. A session may be established according to the selected communication channel.

Method and apparatus for trade interaction chain reconstruction

Abstract: The subject matter discloses a method for trade interaction chain reconstruction comprising: identifying a swap deal, the swap deal includes two or more of the received interactions and involves two or more participants; selecting a first interaction of the received interactions, said first interaction involves at least two participants of the two or more participants, said first interaction is stored on a computerized device; obtaining a first plurality of interactions of the received interactions that involve the at least two participants of the two or more participants; determining a first plurality of relevance scores between the first plurality of interactions and the first interaction; and associating interactions of the first plurality of interactions to be relevant to the swap deal according to the determined first plurality of relevance scores.

Velocity estimation of cellular terminals in urban environment using ray tracing

Abstract: The paper discusses the problem of estimating the velocity of a mobile cellular terminal within an urban, multipath-rich environment, using available geographical information such as terrain and building maps. The method suggested in the paper is the use of ray tracing in order to characterize the propagation environment. The paper discusses the usage of Doppler processing of a signal received from a single antenna and suggests using a two stage algorithm — location followed by velocity estimation. The paper presents an algorithm and an error analysis describing the potential sources of errors encountered in implementation including inaccuracies in the geographical and network databases, measurement accuracy and location accuracy.