Patent
Method and system for automatic quality evaluation
TLDR
In this article, a method and apparatus for automatic quality evaluation of an activity related to an organization, such as an agent of an organization which interacts with a calling party, a product, a campaign or the like, based on any combination of one or more of the following: the interaction itself and particularly its vocal part; meta data related to the call, to call parties or to the environment; information extracted from the call or general information.Abstract:
A method and apparatus for automatic quality evaluation of an activity related to an organization, such as an agent of an organization which interacts with a calling party, a product, a campaign or the like, based on any combination of one or more of the following: the interaction itself and particularly its vocal part; meta data related to the call, to the call parties or to the environment; information extracted from the call or general information. The method may be activated off-line or on-line, in which case all alert can be generated for one or more calls.read more
Citations
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References
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Journal ArticleDOI
Speaker Verification Using Adapted Gaussian Mixture Models
TL;DR: The major elements of MIT Lincoln Laboratory's Gaussian mixture model (GMM)-based speaker verification system used successfully in several NIST Speaker Recognition Evaluations (SREs) are described.
Journal ArticleDOI
Robust text-independent speaker identification using Gaussian mixture speaker models
Douglas A. Reynolds,Richard Rose +1 more
TL;DR: The individual Gaussian components of a GMM are shown to represent some general speaker-dependent spectral shapes that are effective for modeling speaker identity and is shown to outperform the other speaker modeling techniques on an identical 16 speaker telephone speech task.
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Method, apparatus and system for capturing and analyzing interaction based content
Ilan Freedman,Yair Dolev,Talia Falik,Oren Pereg,Moshe Waserblat,Gili Aharoni,Eytan Bar,Shai Shermister,Lior Arussy,Yifat Meidav +9 more
TL;DR: In this article, a method and apparatus for capturing and analyzing customer interactions is described, 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).
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Abnormality detection and surveillance system
TL;DR: In this paper, a surveillance system with at least one primary video camera for translating real images of a zone into electronic video signals at a first level of resolution is presented, which includes means for sampling movements of an individual or individuals located within the zone from the video signal output from at least 1 video camera.
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Telephony control system with intelligent call routing
TL;DR: In this article, a system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, being adapted to route the communication to one of a plurality of available network destinations, automatically executing a communication targeting algorithm in the router, based at least in part on the data.