1
Joseph Watson: Multi-pass speech analytics. Verint Americas, Lawrence A Aaronson P C, July 6, 2010: US07752043 (40 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
Christopher Douglas Blair: System and method for analysing communication streams. Verint Americas, Lawrence Aaronson, December 16, 2008: US07466816 (39 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 ...


3
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 (37 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 ...


4
Christopher Douglas Blair: System and method for analysing communications streams. Verint Americas, Lawrence Aaronson PC, September 8, 2009: US07587041 (31 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 (28 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 Douglas Blair: System and method for analysing communications streams. Verint Americas, Lawrence A Aaronson P C, August 11, 2009: US07574000 (28 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 ...


7
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 (28 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 ...


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 (25 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
Marc Calahan, Jamie Richard Williams, Robert John Barnes: Call control presence. Verint Americas, Lawrence A Aaronson PC, June 21, 2011: US07965828 (20 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 ...


10
Shmuel Korenblit, Simon Shvarts, James Gordon Nies, Ari Volcoff: Systems and methods for context drilling in workforce optimization. Verint Americas, Lawrence A Aaronson PC, May 24, 2011: US07949552 (19 worldwide citation)

The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitorin ...



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