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公开(公告)号：US10419613B2
公开(公告)日：2019-09-17
申请号：US16215834
申请日：2018-12-11
Applicant: VERINT AMERICAS INC.
Inventor： Christopher Douglas Blair
Abstract: 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.
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公开(公告)号：US20190124201A1
公开(公告)日：2019-04-25
申请号：US16215834
申请日：2018-12-11
Applicant: VERINT AMERICAS INC.
Inventor： Christopher Douglas Blair
CPC classification number: H04M3/5175 , G06Q10/06398 , G06Q10/10 , H04M3/42221
Abstract: 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.
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公开(公告)号：US09900430B2
公开(公告)日：2018-02-20
申请号：US15174161
申请日：2016-06-06
Applicant: Verint Americas Inc.
Inventor： Christopher Douglas Blair , Richard Laurence Heap
CPC classification number: H04M3/42221 , G11B20/10527 , G11B2020/10546 , H04M1/6505 , H04M1/656 , H04M7/0012
Abstract: 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.
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公开(公告)号：US09699059B2
公开(公告)日：2017-07-04
申请号：US15244327
申请日：2016-08-23
Applicant: Verint Americas Inc.
Inventor： Christopher Douglas Blair
CPC classification number: H04L43/12 , H04L43/18 , H04L63/0227 , H04L63/306 , H04L69/326
Abstract: 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.
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Patent Agency Ranking
公开(公告)号：US20170034034A1
公开(公告)日：2017-02-02
申请号：US15244327
申请日：2016-08-23
Applicant: Verint Americas Inc.
Inventor： Christopher Douglas Blair
CPC classification number: H04L43/12 , H04L43/18 , H04L63/0227 , H04L63/306 , H04L69/326
Abstract: 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.
Abstract translation: 要记录的计算机通信对于记录计算机上的网络接口是可见的。 网络接口接收要记录的数据包。 记录计算机的网络层实现了网络层中正常IP模块的一个子集。 网络层中的IP模块不是检查每个IP数据包，而是假定大多数IP数据包被正确寻址，内部一致和预期的协议类型。 记录计算机基于位于分组内的固定位置的字段的值将接收到的分组分配给记录会话。 分配给会话的数据包将被记录或与已分配给同一会话的其他数据包相关联。
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公开(公告)号：US10187525B2
公开(公告)日：2019-01-22
申请号：US14557092
申请日：2014-12-01
Applicant: VERINT AMERICAS INC.
Inventor： Christopher Douglas Blair
Abstract: 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.
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公开(公告)号：US20160360032A1
公开(公告)日：2016-12-08
申请号：US15174161
申请日：2016-06-06
Applicant: Verint Americas Inc.
Inventor： Christopher Douglas Blair , Richard Laurence Heap
CPC classification number: H04M3/42221 , G11B20/10527 , G11B2020/10546 , H04M1/6505 , H04M1/656 , H04M7/0012
Abstract: 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.
Abstract translation: 用于记录多个传入数据的通道的系统和方法。 系统和方法可以从多个源接收数据流，并将数据流分发给多个用户。 多个数据流被存储在存储设备中以供稍后重新分配。
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公开(公告)号：US09380157B1
公开(公告)日：2016-06-28
申请号：US14288339
申请日：2014-05-27
Applicant: Verint Americas Inc.
Inventor： Christopher Douglas Blair , Richard Laurence Heap
CPC classification number: H04M3/42221 , G11B20/10527 , G11B2020/10546 , H04M1/6505 , H04M1/656 , H04M7/0012
Abstract: 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.
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公开(公告)号：US20150139414A1
公开(公告)日：2015-05-21
申请号：US14557092
申请日：2014-12-01
Applicant: VERINT AMERICAS INC.
Inventor： Christopher Douglas Blair
CPC classification number: H04M3/5175 , G06Q10/06398 , G06Q10/10 , H04M3/42221
Abstract: 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.
Abstract translation: 通信会话分析器被集成或以其他方式耦合到音频播放器以生成用于分析基于语音的通信会话的系统。 该系统的实施例还分别包括数据存储和输出设备。 分析器识别通信会话属性。 存储的通信会话的自动或人类审阅者转发观察到的通信会话的评估。 数据存储器以通用格式接收并存储具有评估的通信会话属性。 或者，输出设备生成包括通信会话属性和评估的表示。 当客户的反馈可用于特定的通信会话时，系统将通信会话标识为需要检查的会话。 一旦内部审查人员表明审查/评估完成，系统会将沟通会话属性与内部审核人员和客户的会话评估一起呈现。
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