1
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 ...


2
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 (17 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 ...


3

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Christopher D Blair: Systems and methods for analyzing communication sessions using fragments. Verint Systems, Lawrence A Aaronson PC, February 1, 2011: US07881216 (11 worldwide citation)

Systems and methods for analyzing communication sessions using fragments are provided. In this regard, a representative method includes: delineating fragments of an audio component of a communication session, each of the fragments being attributable to a party of the communication session and repres ...


5
Joe Watson, Damian Smith, Marc Calahan, Jamie Richard Williams, Thomas Dong: Systems and methods for a secure recording environment. Verint Americas, Lawrence A Aaronson PC, August 3, 2010: US07769176 (9 worldwide citation)

Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the ...


6
Joseph Watson, Damian Smith, Robert John Barnes: Systems and methods for protecting information. Verint Americas, Lawrence A Aaronson PC, August 10, 2010: US07774854 (9 worldwide citation)

Systems and methods for protecting information provided to an agent via a communication network are provided. In this regard, a representative method comprises: receiving a communication via a communication network, the communication including information that is to be protected; routing the communi ...


7
Steve Byrd, John Bourne, Jamie Richard Williams, Dan Spohrer, Robert John Barnes: Systems and methods for providing recording as a network service. Verint Americas, Lawrence A Aaronson PC, March 8, 2011: US07903568 (8 worldwide citation)

Systems and methods for providing recording of communications are provided. A representative method incorporates: providing recording as a service on a network such that: the network determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a ...


8
Marc Calahan, Lynn Richard Akers: Systems and methods for monitoring information corresponding to communication sessions. Verint Americas, Lawrence A Aaronson PC, April 5, 2011: US07920482 (6 worldwide citation)

Systems and methods for monitoring information corresponding to communication sessions are provided. A representative method includes: receiving information corresponding to the communication session; storing the information in long term storage; extracting a first portion of the information from th ...


9
Jamie Richard Williams, Christopher D Blair, Richard L Heap: Duplicate media stream. Verint Americas, Lawrence A Aaronson PC, October 26, 2010: US07822018 (6 worldwide citation)

Included are embodiments of a method for recording in an Internet Protocol (IP) environment. At least one embodiment includes receiving data related to a communication, generating a copied version of at least a portion of the received data, and modifying the copied version of the received data. Othe ...


10
Christopher D Blair, Joseph Watson: Systems and methods for analyzing communication sessions. Verint Systems, Lawrence A Aaronson PC, February 8, 2011: US07885813 (5 worldwide citation)

Systems and methods for analyzing communication sessions are provided. A representative method includes: recording the communication session; identifying those portions of the communication session not containing speech of at least one of the agent and the customer; and performing post-recording pro ...



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