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24 May 2012TL;DR: In this article, the authors propose 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.
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.
7 citations
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29 Sep 2016TL;DR: In this article, a system and method for analysis of interactions with a customer service center, comprising receiving a plurality of customer service interactions, receiving a word cloud computed for the plurality of interactions, consolidating similar or synonymous words into word sets, constructing a weighted graph of the word sets and generating a query for the interaction topic based on a corresponding subset of word sets.
Abstract: A system and method for analysis of interactions with a customer service center, comprising receiving a plurality of customer service interactions, receiving a word cloud computed for the plurality of customer service interactions, consolidating similar or synonymous words into word sets, constructing a weighted graph of the word sets, generating a query for the interaction topic based on a corresponding subset of word sets, selecting at least one representative interaction from the retrieved customer service interactions, and displaying at least a portion of the representative interaction for the selected identified topic.
7 citations
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31 Dec 2013TL;DR: In this paper, a call recording system may be configured to record call content data from multiple endpoints, and the controller may receive, from a call exchange, interaction metadata relating to calls starting and terminating at the endpoint; receive notifications relating to call content from the recording system; and match the interaction metadata to the notifications.
Abstract: Methods and systems are described for call recording, e.g. in a VoIP system. At least one endpoint may be configured to terminate a call. A recording system may be configured to record call content data from multiple endpointsA the controller may receive, from a call exchange, interaction metadata relating to calls starting and terminating at the endpoint; receive notifications relating to call content from the recording system; and match the interaction metadata to the notifications.
6 citations
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04 Nov 2010TL;DR: In this paper, a skip macro block compression method was proposed to save a set of macro blocks including at least one of a macro block having a motion vector greater than a predetermined motion vector threshold.
Abstract: A method, apparatus, and computer readable medium for skip macro block compression of a compressed video. The method includes, for at least one INTER frame, saving a set of macro blocks including at least one of a macro block having a motion vector greater than a predetermined motion vector threshold, a macro block having positional correspondence to at least one macro block having a motion vector, a macro block having a size greater than a predetermined macro block size threshold, and a macro block having positional correspondence to a second macro block in a previous group of pictures, the second macro block having a motion vector. The method deletes and marks as skipped one or more remaining macro blocks, and merges the set in an order to create a compressed frame including a skipped macro block. The processor implements the method, and the computer readable medium contains processor instructions.
6 citations
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31 Dec 2015TL;DR: In this article, a computing system is configured to categorize digital data records each relating to an interaction between a call center agent and a customer, which includes a rules module to determine a first probability that a data record belongs to a category based on one or more rules each rule defining a relationship between one of the features of the data record and the category; a probabilistic module to calculate a second probability that the data records belongs to the category based upon one or multiple models of relationships between the features and the categories; and an arbitration module to decide whether or not the data
Abstract: A computing system is configured to categorize digital data records each relating to an interaction between a call center agent and a customer. The system includes a rules module to determine a first probability that a data record belongs to a category based one or more rules each rule defining a relationship between one or more features of the data record and the category; a probabilistic module to determine a second probability that the data record belongs to the category based on one or more probabilistic models of relationships between one or more of the features and the category; an arbitration module to determine whether or not the data record belongs to the category based on the first and second probabilities; and an action module to receive from the arbitration processor an indication that the interaction belongs to the category and to initiate an action appropriate to the category.
6 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 |