Verint Americas Inc.

Verint Systems, Inc.

Software Hothouse Ltd.

Eyretel Limited

Witness Systems, Inc.

Cerint Americas, Inc.

Christopher Douglas Blair

Richard Laurence Heap

Roger Louis Keenan

Jamie Richard Williams

Joseph Watson

Thomas Z Dong

Robert John Barnes

Scott M Bluman

Scott Bluman

Richard L Heap

Samuel Saariste

A communication session analyzer is integrated or otherwise coupled to an audio player to generate a system for analyzing voice-based communication sessions. Embodiments of the system also include a data store and an output device, respectively. The analyzer identifies a communication session attribute. An automated or human reviewer of a stored communication session forwards an assessment for an observed communication session. The data store receives and stores the communication session attribute with the assessment in a common format. Alternatively, an output device generates a representation that includes the communication session attribute and the assessment. When customer feedback is available for a particular communication session, the system identifies the communication session as one that should be reviewed. Once an internal reviewer indicates that the review/assessment is complete, the system presents communication session attributes together with the session assessments from both the internal reviewer and the customer.

Communication session assessment

Systems and methods for recording multiple channels of incoming data. A system and method can receive data streams from a number of sources and distribute the data streams to a number of users. The plurality of data streams are stored in a storage device for later redistribution.

Independent source recording

Computer communications that are to be recorded are visible to a network interface on a recording computer. The network interface receives the packets to be recorded. The network layer of the recording computer implements a subset of the normal IP module in the network layer. Instead of checking every IP packet, the IP module in the network layer assumes that most IP packets are correctly addressed, internally consistent and of the expected protocol type. The recording computer allocates the received packets to a recording session based upon the value of a field that is at a fixed position within the packet. Packets that are allocated to a session are recorded or associated with other packets that have been allocated to the same session.

Dedicated network interface

A method whereby a communication can be readily determined to be from an authorized sender or, conversely, identified as being from an imposter, wherein a digital token is created according to a set of at least two rules known to the creator and intended recipient of the communication, further wherein the digital token comprises a recognizable factor such as an image, word, or audio segment, and a system comprising means for implementing the method of the disclosure; wherein fraudulent messages may readily be identified by recognizing whether or not the digital token associated with the message complies with one or more pre-determined rules, even if the system presenting the message is unaware of the rules or even of the authentication process as a whole.

System and method for authentication of communications

Methods, systems, and apparatus, including computer program products, for handling a plurality of communications between parties. In an aspect, the presentation of both real-time and 'store and forward' interactions are presented in a way to make it easier for a user of the system to read and understand what is being communicated, by whom, and to whom.

Enhancements to unified communications and messaging systems

Systems and methods for analyzing contact center interactions are provided. In this regard, a representative method includes: receiving information corresponding to an interaction between a contact center agent and a customer; and assessing quality of the interaction based, at least in part, on information corresponding to at least one of: a history of the customer; and an event corresponding to the customer and occurring subsequent to the interaction.

Systems and methods for analyzing contact center interactions

Included are embodiments of systems and methods for recording data related to a communication. One exemplary embodiment, among others includes receiving data related to a communication from a communications device, recording at least a portion of the data related to the communication, determining a time of reduced network activity and sending at least a portion of the data related to the communication to a central recording server at a time of low network activity.

Distributed voice over internet protocol recording

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 an agent and a customer; and performing processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of the agent and the customer.

Systems and methods for analyzing communication sessions

A data recording system that includes a plurality of network interface cards that may be employed within a single recording device. Each card may be provided with a plurality of network connecting ports to receive packetized data, such as real-time protocol (RTP) streams. For each RTP packet stream being recorded, the system may note the sequence number for the most recently accepted packet and any packet received with a lower sequence number can be readily discarded. The system then may record payload associated with the RTP streams into an audio file saved on a storage device.

Packet data recording method and system

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, responsive to a user input designating a portion of the communication via the graphical user interface, information corresponding to that portion of the communication and recorded by the recorder is presented to the user, the first computer application being further operative to construct an integrated data stream comprising at least some of the information recorded.

System and method for recording voice and the data entered by a call center agent and retrieval of these communication streams for analysis or correction

Growing community of inventors

South Chailey, United Kingdom

Christopher Douglas Blair