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公开(公告)号：US20140341360A1
公开(公告)日：2014-11-20
申请号：US14275773
申请日：2014-05-12
Applicant: Verint Americas Inc.
Inventor： Jamie Richard Williams , Kenneth Richard Brodhagen
CPC classification number: H04M3/42221 , H04M3/51 , H04M7/006
Abstract: Included are embodiments for providing an interface. At least one embodiment of a method includes receiving communications data associated with a communications session, the communications session facilitated in an Internet Protocol environment and providing an interface for facilitating recording of at least a portion of the communications session, the interface being facilitated in an Internet Protocol format.
Abstract translation: 包括用于提供接口的实施例。 方法的至少一个实施例包括接收与通信会话相关联的通信数据，在因特网协议环境中促进通信会话，并提供用于便利记录通信会话的至少一部分的接口，在因特网中促进的接口 协议格式
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公开(公告)号：US20140321266A1
公开(公告)日：2014-10-30
申请号：US14270294
申请日：2014-05-05
Applicant: Verint Americas Inc.
Inventor： Jamie Richard Williams , Thomas Z. Dong
IPC: H04L12/24 , H04L12/803
CPC classification number: H04L41/0654 , H04L43/18 , H04L47/125
Abstract: Included are methods for facilitating routing of control data associated with a communication to a plurality of recorders. One such method, among others, includes receiving control data related to a communication and routing the received control data to at least one recorder via a layer 3 protocol.
Abstract translation: 包括有助于将与通信相关联的控制数据路由到多个记录器的方法。 一种这样的方法包括接收与通信有关的控制数据，并且经由层3协议将接收到的控制数据路由到至少一个记录器。
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公开(公告)号：US11481795B2
公开(公告)日：2022-10-25
申请号：US16905103
申请日：2020-06-18
Applicant: Verint Americas Inc.
Inventor： Jamie Richard Williams , Robert Barnes , Marc Calahan
Abstract: A system is provided that uses location aware technologies in a variety of environments including retail environments and workplace environments. Location aware technologies associated with computing devices such as mobile phones are used to track users as they move within an environment. With respect to retail environments, a loyalty application may be installed in the phone of a customer that can provide the location of the customer to the retail environment. When it is determined that the customer is near the retail environment, a user profile associated with the customer can be used to select offers or promotions that can be displayed to the customer by the loyalty application to encourage the customer to enter the retail environment. When it is determined that the customer is inside the retail environment, the location of the customer can be used to determine where to dispatch an employee to interact with the customer.
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公开(公告)号：US10210870B2
公开(公告)日：2019-02-19
申请号：US15825151
申请日：2017-11-29
Applicant: Verint Americas Inc.
Inventor： Jamie Richard Williams , Robert John Barnes , Ian Linsdell , Scott M. Bluman
IPC: G10L15/00 , G10L15/02 , G10L15/20 , G10L17/06 , H04M3/493 , G10L17/00 , G10L17/04 , G10L25/51 , H04M3/51 , H04M3/42
Abstract: Systems and methods for analyzing digital recordings of the human voice in order to find characteristics unique to an individual. A biometrics engine may use an analytics service in a contact center to supply audio streams based on configured rules and providers for biometric detection. The analytics service may provide call audio data and attributes to connected engines based on a provider-set of selection rules. The connected providers send call audio data and attributes through the analytics service. The engines are notified when a new call is available for processing and can then retrieve chunks of audio data and call attributes by polling an analytics service interface. A mathematical model of the human vocal tract in the call audio data is created and/or matched against existing models. The result is analogous to a fingerprint, i.e., a pattern unique to an individual to within some level of probability.
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公开(公告)号：US10009460B2
公开(公告)日：2018-06-26
申请号：US15192232
申请日：2016-06-24
Applicant: Verint Americas Inc.
Inventor： Jamie Richard Williams , Marc Calahan , Thomas Z. Dong
CPC classification number: H04M3/42221 , H04L63/0457 , H04L63/0471 , H04L63/166 , H04L63/168 , H04L65/608 , H04L67/28 , H04M3/2281 , H04M3/5175 , H04M3/5183 , H04M7/006
Abstract: Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.
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Patent Agency Ranking
公开(公告)号：US20160343375A1
公开(公告)日：2016-11-24
申请号：US15161342
申请日：2016-05-23
Applicant: Verint Americas Inc.
Inventor： Jamie Richard Williams , Robert John Barnes , Ian Linsdell , Scott M. Bluman
CPC classification number: G10L17/06 , G10L17/005 , G10L17/04 , G10L25/51 , H04M3/42221 , H04M3/4936 , H04M3/5166 , H04M2201/41 , H04M2203/551 , H04M2203/6045 , H04M2203/6054
Abstract: Systems and methods for analyzing digital recordings of the human voice in order to find characteristics unique to an individual. A biometrics engine may use an analytics service in a contact center to supply audio streams based on configured rules and providers for biometric detection. The analytics service may provide call audio data and attributes to connected engines based on a provider-set of selection rules. The connected providers send call audio data and attributes through the analytics service. The engines are notified when a new call is available for processing and can then retrieve chunks of audio data and call attributes by polling an analytics service interface. A mathematical model of the human vocal tract in the call audio data is created and/or matched against existing models. The result is analogous to a fingerprint, i.e., a pattern unique to an individual to within some level of probability.
Abstract translation: 用于分析人声的数字录音的系统和方法，以便发现个人独特的特征。 生物识别引擎可以使用联络中心中的分析服务来基于配置的规则和提供者提供用于生物特征检测的音频流。 分析服务可以基于选择规则的提供者集合来向所连接的引擎提供呼叫音频数据和属性。 连接的提供商通过分析服务发送呼叫音频数据和属性。 当新的呼叫可用于处理时，引擎被通知，然后可以通过轮询分析服务接口来检索音频数据块和呼叫属性块。 在呼叫音频数据中的人声道的数学模型被创建和/或与现有模型匹配。 结果类似于指纹，即，在某种概率水平内对于个人特有的模式。
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公开(公告)号：US09363369B2
公开(公告)日：2016-06-07
申请号：US14275773
申请日：2014-05-12
Applicant: Verint Americas Inc.
Inventor： Jamie Richard Williams , Kenneth Richard Brodhagen
CPC classification number: H04M3/42221 , H04M3/51 , H04M7/006
Abstract: Included are embodiments for providing an interface. At least one embodiment of a method includes receiving communications data associated with a communications session, the communications session facilitated in an Internet Protocol environment and providing an interface for facilitating recording of at least a portion of the communications session, the interface being facilitated in an Internet Protocol format.
Abstract translation: 包括用于提供接口的实施例。 方法的至少一个实施例包括接收与通信会话相关联的通信数据，在因特网协议环境中促进通信会话，并提供用于便利记录通信会话的至少一部分的接口，在因特网中促进的接口 协议格式
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公开(公告)号：US09197492B2
公开(公告)日：2015-11-24
申请号：US14270294
申请日：2014-05-05
Applicant: Verint Americas Inc.
Inventor： Jamie Richard Williams , Thomas Z. Dong
IPC: H04L12/66 , H04L12/24 , H04L12/26 , H04L12/803
CPC classification number: H04L41/0654 , H04L43/18 , H04L47/125
Abstract: Included are methods for facilitating routing of control data associated with a communication to a plurality of recorders. One such method, among others, includes receiving control data related to a communication and routing the received control data to at least one recorder via a layer 3 protocol.
Abstract translation: 包括有助于将与通信相关联的控制数据路由到多个记录器的方法。 一种这样的方法包括接收与通信有关的控制数据，并且经由层3协议将接收到的控制数据路由到至少一个记录器。
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公开(公告)号：US20210144249A1
公开(公告)日：2021-05-13
申请号：US17099134
申请日：2020-11-16
Applicant: Verint Americas Inc.
Abstract: A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.
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公开(公告)号：US20210141879A1
公开(公告)日：2021-05-13
申请号：US16676690
申请日：2019-11-07
Applicant: Verint Americas Inc.
Inventor： Marc Adam Calahan , Timothy Andrew Furnell , Jamie Richard Williams
Abstract: In one embodiment, certain words or phrases spoken by customers during calls to a call center are used to identify or authenticate the user. Words or phrases such as a customer's name, or an account number or telephone number, are selected for a customer. Recordings of the selected words or phrases spoken by the customer during previous calls are used to generate voiceprints that are stored and associated with the customer. Later, when the customer calls the call center, instances of the customer speaking the selected words are extracted from the call (referred to herein as “audio-of-interest”) and are compared against the voiceprints stored for the customer. If the voiceprints match the audio-of-interest the customer is authenticated.
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