Nice Systems Ltd.

Nice Ltd

Leon Portman

Assaf Frenkel

Uzi Baruch

Hadas Liberman Ben-Ami

Shay Weiss

Stas Margolis

Iftach Smith

Yohay Etsion

Yosef Golan

Shlomi Haba

Igor Cher

Yuval Marco

Yizhar Ronen

Naama Damti

Raanan Gonen

Amram Amir Cohen

Noam Ben Zeev

Naor Haimov

Liron Stein

Alexander Grushko

Dror Eilan

Eran Halbraich

Dan Hadari

Yariv Lenchner

Oren Fisher

Michael Teitelman

Mordehai Cory

Jacob Naparstek

David Geffen

Ilan Yosef

Yuval Sittin

Itay Grushka

Omri Hayner

Zvika Moretzky

Beeri Mart

Offer Hassidi

Nadav Doron

Hadas Ben-Ami

Dvir Hoffman

Asaf Shalom

Michael Vainer

Reuven Knoll

Gal Yachil

Shay Shem Tov Levy

Linat Polak

Ophir Levy

Naama Damty

A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

System and method for tracking web interactions with real time analytics

A system and method for testing an agent by a validation bot may include sending training material to an agent; automatically initiating, by the validation bot, a session with an agent by providing a phrase to the agent via a client media interface; obtaining a reply from the agent; mapping the reply of the agent to an agent intent; providing a response to the agent based on the agent intent and according to a predetermined session flow, wherein the predetermined session flow is based on the training material; repeating obtaining responses, mapping the responses and providing responses until a termination criterion is met; calculating a score of the agent according to scoring rules; and providing the score of the agent to a user.

System and method for automatically validating agent implementation of training material

A system, device and method is provided for handling customer-agent interactions. An unsuccessful interaction may be detected between a customer and a first agent unable to resolve a problem. A successful interaction may be detected between the customer and a second agent that resolves the problem. The first agent may be sent a report summarizing the successful interaction by the second agent.

System and method for real-time customized agent training

A system includes a recording server connected to a private branch exchange (PBX) and/or an interface device, where the connected PBX and/or interface device are each connected to an electronic communication network. The PBX provides at least a first portion of a mobile communication on the electronic communication network to the recording server, and the interface device provides a second portion of the mobile communication to the recording server, wherein the recording server, the PBX, and, if connected to the recording server, the interface device are each assigned to a same organization. A method provides a mobile device and a PBX each registered to an organization, a smart client enforces a policy regarding at least one of incoming mobile communications and outgoing mobile communications on the mobile device, providing a recording server connected to the PBX and simulating an extension of the PBX, conferencing a recording server and recording content.

System and method for recording communication interaction over a mobile device

System and method for recording communication sessions in a peer-to-peer communication networks. A conference call may be established between an external end-device, a target agent end-device of a call center and a recorder over a peer-to-peer communication network. After the conference call is established, the recorder may receive media transferred between the external end-device and the target agent end-device and record that media.

Peer-to-peer telephony recording

A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed.

System and method for recording and distributing customer interactions

System and method for transmitting interaction metadata messages, for example, computer telephony integration (CTI) messages, from one or more network end points and/ox from a central network device to a recording system using a light-weight interaction metadata protocol, for example, a light-weight CTI protocol, over one or more communication services.

System and method for transferring interaction metadata messages over communication services

Embodiments of the invention are directed to a method of providing a service to a user of a mobile communication device. A selection a service may be received. An optimal option for providing a selected service may be determined and displayed on a mobile communication device. A session including a voice communication channel and a data communication channel may be established and used to provide a selected service.

System and method for managing a customer service session

Growing community of inventors

Rishon Lezion, Israel

Leon Portman