Patent application number | Description | Published |
20100158237 | Method and Apparatus for Monitoring Contact Center Performance - A system for monitoring a communication session in a contact center comprises a store of one or more defined speech events which may occur in a communication session for a contact being handled by an agent operating an agent station of the contact center, a speech event comprising at least one occurrence of at least one word in an audio stream of a communication session. A speech analyser is operable, during a communication session involving an agent station of the contact center, to detect the occurrence of one of the speech events. An event generator is responsive to detection of one of the speech events, for issuing an event notification during the communication session identifying the speech event to a reporting component of the contact center which has been configured to receive such event notifications. A display displays event data for contacts being handled by the contact center in real-time at a supervisor station of the contact center, the displayed event data including the speech event identified in the event notification. | 06-24-2010 |
20100161335 | METHOD AND SYSTEM FOR DETECTING A RELEVANT UTTERANCE - A method and apparatus for detecting use of an utterance. A voice session including voice signals generated during a conversation between a first participant and a second participant is monitored by a speech analytics processor. The speech analytics processor detects the use of an utterance. A speech recognition processor channel selected from a pool of speech recognition processor channels and is coupled to the voice session. The speech recognition processor provided speech recognition services to a voice-enabled application. The speech recognition processor channel is then decoupled from the voice session. The speech analytics processor continues to monitor the conversation for subsequent use of the utterance. | 06-24-2010 |
20100161551 | SELECTIVE DATABASE REPLICATION - A method and system for selectively replicating data from a primary database associated with a primary server to a secondary database associated with a secondary server. The secondary server determines that a replication task using a first update command has modified the primary database. The secondary server determines a primary table in the primary database has been updated. The secondary server generates a secondary federated table that is coupled to the primary table. The secondary server obtains a second update command based on the first update command from the primary database and applies the second update command to a secondary table in the secondary database using the secondary federated table. | 06-24-2010 |
20100169418 | COLLABORATION AGENT - A collaboration agent for facilitating real-time communications on behalf of a user. The collaboration agent includes a conference bridge that anchors calls to the conference bridge. The collaboration agent uses contextual information associated with the user to manage the real-time communications. The collaboration agent can communicate with other collaboration agents associated with other users. | 07-01-2010 |
20120036194 | COLLABORATION AGENT - A collaboration agent for facilitating real-time communications on behalf of a user. The collaboration agent includes a conference bridge that anchors calls to the conference bridge. The collaboration agent uses contextual information associated with the user to manage the real-time communications. The collaboration agent can communicate with other collaboration agents associated with other users. | 02-09-2012 |