Nice Ltd

Nice Systems Ltd.

Yaron Cohen

Ofir Mecayten

Peri Fishgold

Alexander Malev

Jonathan Erez

Efim Kolodizner

Tal Zur

Tal Haguel

Aviv Sevillia

Shay Levy

Anat Malin

Dror Eyal

Oren Feld

Yossi Neeman

Gil Nakash

Nikolai Shaidulin

Eduard Grinberg

Tai Kashi

Oren Winkler

Boris Katzman

A computerized-method for detecting an active-screen in screens of different-monitors in a media-file of a recorded desktop-activity, during playback of the media-file. The computerized-method may include: (i) configuring a recording-control service to create a stream-of-metadata of the desktop-activity; (ii) configuring a screen-recording-service to: a. receive a stream of video-data of the screens used during the desktop-activity; b. collect time-metadata of desktop-events from each device associated to the different-monitors; and c. store the video-data and the collected time-metadata, in a data-storage; (iii) configuring a media-playback application to: a. retrieve the collected time-metadata and the media-file; and b. operate a zoom-in module to detect the active-screen in the screens in each time-interval and to display the detected active-screen in each time-interval in an increased size in a central section of a UI, while each screen of all other screens is displayed side-by-side in a reduced-size in an upper-section of the UI.

System and method for detecting an active-screen in a plurality of screens of different monitors in a media-file of a recorded desktop activity, during playback of the media-file

A method of managing interaction recordings of an interaction between agent devices and customer devices, the method comprising: initiating an interaction recording of the interaction between an agent device and a customer device, wherein the interaction recording comprises metadata items; storing one or more parts of the interaction recording in a local storage; identifying parts of the interaction recording whose metadata items fulfill archiving criteria; and archiving parts of the interaction recording stored in the local storage whose metadata items fulfill the archiving criteria and deleting parts of the interaction recording from the local storage whose metadata items do not fulfill the archiving criteria.

System and method for intelligent and conditional cloud screen recording

A system and a method of managing data transfer for a plurality of data centers may include identifying data transfer capacity and data transfer demand for each server of a plurality of data centers; calculating a data transfer distribution for the plurality of data centers that prioritizes data transfer between servers of a first data center of the plurality of data centers over data transfer between servers of the first data center and servers of the remaining data centers of the plurality of data centers based on the identified data transfer capacity and the data transfer demand; and allocating data transfers to the servers of the plurality of data centers.

System and method for data center routing

A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein. In a network having a direct media streaming between a first media-client and a source device, in a direct media streaming mode, upon receiving a request from a second media-client, via a signaling protocol, to receive media from the source device, switching from the direct media streaming mode to a media forking mode by starting a media forking service on a media forking infrastructure. Upon receiving a request from the second media-client to terminate media reception from the source device, switching from media forking mode to direct streaming mode, by ending the media forking service, and operating the direct media streaming between the first media-client and the source device.

Method and system for providing elastic media forking infrastructure to cloud distributed real-time applications

A computerized-method for a personalized screen recording in a contact center is provided herein. The computerized-method includes, before each interaction between an agent and a customer, operating a predictive screen recording module to yield an Agent Recording Percentage (ARP) value; and based on the ARP value, operating a recording of screen events module for recording one or more voice or digital interactions, on one or more screens associated to a computing device of the agent.

Predictive screen recording

A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.

System and method for providing real-time lockless parallel screen recording compliance enforcement to omni channel cloud systems

A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein. In a network having a direct media streaming between a first media-client and a source device, in a direct media streaming mode, upon receiving a request from a second media-client, via a signaling protocol, to receive media from the source device, switching from the direct media streaming mode to a media forking mode by starting a media forting service on a media forking infrastructure. Upon receiving a request from the second media-client to terminate media reception from the source device, switching from media forking mode to direct streaming mode, by ending the media forking service, and operating the direct media streaming between the first media-client and the source device.

Systems and methods for parallel recording of events on a screen receive start recording requests to start recording the events, each start recording request having an associated interaction identifier; capture the events on the screen in a series of video fragment files until a stop recording request with a corresponding associated interaction identifier has been received for each start recording request; update for each video fragment file, a metadata manifest with information about each interaction having events captured in the given video fragment file; and send the video fragment files, along with the updated metadata manifest to a server as each video fragment file is completed; wherein the video fragment files are forked to interaction files based on the updated metadata manifest, each interaction file associated with a different interaction; and wherein, upon receipt of a stop recording request, the files are merged into a single video recording file.

Systems and methods for parallel recording of events on a screen of a computer

A system is provided for optimized selection of a plurality of processing units for resource intensive processing operations. The system includes a processor and a computer readable medium operably coupled thereto, to perform the scheduling operations which include receiving a processing operation for a data input that requires processing in a computing environment, determining at least one constraint requirement imposed on performing the processing operation that are all required to be fulfilled for successful completion of the processing operation, accessing a routing table associated with the computing environment, determining one of the plurality of processing units from the routing table based on fulfilling all of the at least one constraint requirement, and assigning the processing operation to the one of the plurality of processing units on the least costly basis or other optimization consideration. The processing units are serverless in a preferred embodiment.

Optimized processing based on processing job requirements

A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein. In an Internet Protocol (IP) network having a direct media streaming between a first media-client and a source IP device, in a direct media streaming mode, upon receiving a request from a second media-client, via a signaling protocol, to receive media from the source IP device, switching from the direct media streaming mode to a media forking mode by starting a media forking service on a media forking infrastructure. Upon receiving a request from the second media-client to terminate media reception from the source IP device, switching from media forking mode to direct streaming mode, by ending the media forking service, and operating the direct media streaming between the first media-client and the source IP device.

A computerized-method for providing an elastic media forking infrastructure to cloud distributed real-time applications, is provided herein. In an Internet Protocol (IP) network having a direct media streaming between a first media-client and a source IP device, in a direct media streaming mode, upon receiving a request from a second media-client, via a signaling protocol, to receive media from the source IP device, switching from the direct media streaming mode to a media forking mode by starting a media forking service on a media forking infrastructure. Upon receiving a request from the second media-client to terminate media reception from the source IP device, switching from media forking mode to direct streaming mode, by ending the media forking service, and operating the direct media streaming between the first media-client and the source IP device. Thus, providing an elastic media forking infrastructure and saving media forking infrastructure resources and network bandwidth.

A system is provided for optimized selection of serverless cloud processing units for resource intensive processing operations. The system includes a processor and a computer readable medium operably coupled thereto, to perform the scheduling operations which include receiving a processing operation for a data input that requires processing in a serverless computing environment, determining at least one constraint requirement imposed on performing the processing operation that are all required to be fulfilled for successful completion of the processing operation, accessing a routing table associated with the serverless computing environment, determining one of the plurality of serverless processing units from the routing table based on fulfilling all of the at least one constraint requirement, and assigning the processing operation to the one of the plurality of serverless processing units on the least costly basis or other optimization consideration.

Optimized serverless cloud processing based on processing job requirements

A computerized-method for identification of a particular agent within a contact center that participates in an on-line chat session with a customer is provided. An on-line chat system can receive a request from the customer to initiate the on-line chat session. An invisible identifier can be inserted into a message for the online-chat session that uniquely identifies a particular agent handling the chat.

Growing community of inventors

Modiin, Israel

Yaron Cohen