1
Joseph Watson: Multi-pass speech analytics. Verint Americas, Lawrence A Aaronson P C, July 6, 2010: US07752043 (36 worldwide citation)

Included are embodiments for multi-pass analytics. At least one embodiment of a method includes receiving audio data associated with a communication, performing first tier speech to text analytics on the received audio data, and performing second tier speech to text analytics on the received audio.


2
Faron Dutton: Method and system for presenting events associated with recorded data exchanged between a server and a user. Verint Americas, Lawrence A Aaronson, September 9, 2008: US07424718 (35 worldwide citation)

Events associated with recorded data exchanged between at least one user and at least one server are presented to a user. A set of events associated with the recorded data is defined, and each event within the set is represented by an event identifier, e.g., a time stamp. Each event identifier is as ...


3
Christopher Douglas Blair: System and method for analysing communication streams. Verint Americas, Lawrence Aaronson, December 16, 2008: US07466816 (34 worldwide citation)

Communications systems are provided, a representative one of which incorporates: a recorder operative to record information associated with a communication; and a first computer application operative to provide a graphical user interface, the graphical user interface being configured such that, resp ...


4
Christopher Douglas Blair: System and method for analysing communications streams. Verint Americas, Lawrence Aaronson PC, September 8, 2009: US07587041 (27 worldwide citation)

Systems and methods for analyzing communications of a contact center are provided. A representative system incorporates a graphical user interface operative to display information corresponding to a communication of the contact center, the graphical user interface being configured to display the inf ...


5
Jamie Richard Williams, Marc Calahan, Thomas Z Dong: Recording using proxy servers. Verint Americas, Lawrence A Aaronson P C, November 3, 2009: US07613290 (26 worldwide citation)

Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: communicating with the customer center communication system via a proxy server; determining whether to ...


6
Christopher Straut, Albert S Boyers, Joseph H Owen Jr, Ram Choragudi: Method, apparatus, and system for capturing data exchanged between a server and a user. Verint Americas, Lawrence A Aaronson, May 20, 2008: US07376735 (26 worldwide citation)

Data exchanged between at least one server and at least one user is intercepted in a capturing module that operates independently from the server and the user. A copy of the intercepted data is stored in a database. The intercepted data that is destined for the server is forwarded to the server, or ...


7
Christopher Douglas Blair: System and method for analysing communications streams. Verint Americas, Lawrence A Aaronson P C, August 11, 2009: US07574000 (24 worldwide citation)

Methods are provided, a representative one of which involves: recording information associated with a communication; providing a graphical user interface, the graphical user interface being configured such that, responsive to a user input designating a portion of the communication, information recor ...


8
Robert John Barnes, Jamie Richard Williams, Marc Calahan, Thomas Z Dong, Damian Smith: Systems and methods for secure recording in a customer center environment. Verint Americas, Meunier Carlin & Curfman, March 19, 2013: US08401155 (22 worldwide citation)

Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may ...


9
Ali S Kiran, Celal Kaplan, Tekin Cetinkaya, Murat Bayiz, Jeffrey Cameron: System and method for workforce requirements management. Verint Americas, January 19, 2010: US07650293 (19 worldwide citation)

The present invention provides a workforce requirements management system and method that determines future demand for service related transactions or activity and optimizes the planning of workforce to meet the future demand. Initially, the workforce requirements management system reviews historica ...


10
Marc Calahan, Jamie Richard Williams, Robert John Barnes: Call control presence. Verint Americas, Lawrence A Aaronson PC, June 21, 2011: US07965828 (18 worldwide citation)

Included are embodiments for detecting presence in a call control protocol environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first ...



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