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25 Jul 2012TL;DR: In this paper, a system and method for recording and distributing calls are provided, where a call may be associated with an information record, and parameters in the information record may be used to determine if the call is to be recorded.
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.
11 citations
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14 Jun 2015TL;DR: In this paper, a computer-implemented method for enrolling in a database voice prints generated from audio streams may include receiving an audio stream of a communication session and creating a preliminary association between the audio stream and an identity of a customer that has engaged in the communication session based on identification information.
Abstract: A computer-implemented method for enrolling in a database voice prints generated from audio streams may include receiving an audio stream of a communication session and creating a preliminary association between the audio stream and an identity of a customer that has engaged in the communication session based on identification information. The method may further include determining a confidence level of the preliminary association based on authentication information related to the customer and if the confidence level is higher than a threshold, sending a request to compare the audio stream to a database of voice prints of known fraudsters. If the audio stream does not match any known fraudsters, sending a request to generate from the audio stream a current voice print associated with the customer and enrolling the voice print in a customer voice print database.
11 citations
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12 Feb 2003TL;DR: In this article, a system and method for recording and/or monitoring data by forwarding it, with or without analyzing or otherwise filtering the data itself, is presented over IP networks.
Abstract: A system and method for recording and/or monitoring data by forwarding it, with or without analyzing or otherwise filtering the data itself. According to preferred embodiments of the present invention, the system and method are operative over IP networks. According to a preferred embodiment of the present invention, there is provided a system and method for forwarding data according to at least one characteristic of the data, such as the session's metadata for example, without analyzing or otherwise filtering the data itself. According to another preferred embodiment of the present invention, before the data is forwarded to the recording device, pre-processing algorithms are performed according to a system preset or according to one or more rules.
11 citations
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16 Jun 2009TL;DR: In this paper, a plurality of customer-agent interactions are grouped into a category based on identifying one or more predetermined common characteristics in the interactions and linking at least two of them to form a chain of interactions.
Abstract: Embodiments of the invention are directed to a system and method for linking interactions. The method includes grouping a plurality of customer-agent interactions into a category upon identifying one or more predetermined common characteristics in the customer-agent interactions and linking at least two of said customer-agent interactions to form a chain of interactions upon identifying a condition that matches a predetermined rule defining the chain.
11 citations
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14 Feb 2011TL;DR: In this paper, the authors retrieve data from audio interactions associated with an organization by performing natural language processing on a text document representing an interaction from the corpus, extracting at least one keyphrase from the text document, assigning a rank to the at least keyphrase, modeling relations between at least two keyphrases using the rank, and identifying topics relevant for the organization from the relations.
Abstract: Retrieving data from audio interactions associated with an organization. Retrieving the data comprises: receiving a corpus containing interactions; performing natural language processing on a text document representing an interaction from the corpus; extracting at least one keyphrase from the text document; assigning a rank to the at least one keyphrase; modeling relations between at least two keyphrases using the rank; and identifying topics relevant for the organization from the relations.
10 citations
Authors
Showing all 277 results
Name | H-index | Papers | Citations |
---|---|---|---|
Yaniv Zigel | 21 | 79 | 2170 |
Moshe Wasserblat | 21 | 31 | 1164 |
Oren Pereg | 20 | 31 | 1674 |
J. D. McFall | 19 | 25 | 1862 |
Eyal Kolman | 12 | 38 | 450 |
Moshe Levin | 12 | 28 | 602 |
Yuval Lubowich | 12 | 16 | 529 |
Leon Portman | 11 | 17 | 438 |
Dan Eylon | 11 | 15 | 777 |
Ezra Daya | 10 | 14 | 320 |
Eran Halbraich | 9 | 10 | 290 |
Igal Dvir | 8 | 13 | 902 |
Moshe Wasserblat | 8 | 30 | 491 |
Ronen Laperdon | 8 | 8 | 224 |
Yaniv Gurwicz | 8 | 18 | 215 |