Patent Assignment
Reel/Frame 074986/0208
Security Interest
Recorded: 2026-02-26
Pages: 59
Assignors
NICE LTD
Executed: 2026-02-20
NICE SYSTEMS INC.
Executed: 2026-02-20
NICE SYSTEMS TECHNOLOGIES INC.
Executed: 2026-02-20
INCONTACT, INC.
Executed: 2026-02-20
Assignee
JPMORGAN CHASE BANK, N.A., AS ADMINISTRATIVE AGENT
10 SOUTH DEARBORN STREET - FLOOR L2 MAIL CODE IL1-1190, WLS - DOCUMENT WORKFLOW MANAGEMENT, CHICAGO, ILLINOIS, 60603
Covered Properties
(563)
System and Method for Efficiently Determining Targeted Training Objectives for New Hires
Application:
18/058,039 →
Publication:
US US20240169298A1
Contact Verification and Non-Repudiation System
Application:
18/053,634 →
Publication:
US US20240152934A1
Computerized-Method and Real-Time Information Sharing (Rtis) Platform for Maintaining a Dynamic Knowledge Base
Application:
18/092,321 →
Publication:
US US20240220997A1
Systems and Methods for Analyzing and Segmenting Automation Sequences
Application:
17/189,847 →
Publication:
US US20220283922A1
System and Method for Improving Quality Assurance Process in Contact Centers
Application:
17/376,565 →
Publication:
US US20230042350A1
Automated Staffing Profile Distribution with Multi-Variable Optimization
Application:
17/489,386 →
Publication:
US US20230103265A1
System and Method for Identifying Truthfulness of a Disposition in a Contact Center
Application:
17/515,472 →
Publication:
US US20230136387A1
Systems and Methods for Intelligent Adherence or Conformance Analysis Coaching
Application:
17/551,902 →
Publication:
US US20220108280A1
Staff Requirement Generation Method and System Accounting for Multi-Skill and Multi-Session Efficiency
Application:
17/589,023 →
Publication:
US US20230245016A1
System and Method for Converting a Time-Off Request of an Agent to a Shift-Trade with Another Agent or to a Self-Swap Schedule
System and Method for Increasing Productivity of Agents in a Contact Center by Improving an Automatic-Scheduling Generation in a Workforce Management (Wfm) Application
Application:
17/832,746 →
Publication:
US US20230394388A1
Masking Compliance Measurement System
Application:
17/862,465 →
Publication:
US US20240020408A1
System and Method for Authorizing Time-Off for a Skill to Increase Agents Digital Availability in a Contact Center
Application:
17/877,944 →
Publication:
US US20240046171A1
Method for Determining Cognitive Load-Driven Concurrency Limits Based on Text Complexity
Application:
17/899,227 →
Publication:
US US20240073170A1
System and Method for Intelligent Personalized Screen Recording
Application:
17/942,633 →
Publication:
US US20240086796A1
Staff Requirement Computation for Synchronous and Asynchronous Work Items
Application:
18/055,694 →
Publication:
US US20240169287A1
System and Method for Approving Time-Off Requests
Application:
18/057,553 →
Publication:
US US20240169280A1
System and Method to Identify and Quantify Monotony in Computer Related Processes
Application:
18/071,008 →
Publication:
US US20240176785A1
Systems and Methods for Automation Discovery and Analysis Using Action Sequence Segmentation
Application:
18/072,349 →
Publication:
US US20240176673A1
Evaluation Parking System and Methods
Application:
18/068,154 →
Publication:
US US20240202624A1
Computerized-Method and Computerized-System for Generating a Coaching Session Having Coaching Content Related to Customer Experience, in a Web Application for Managing Coaching Sessions
Application:
18/092,345 →
Publication:
US US20240221037A1
Systems and Methods for Automatic Handling of Score Revision Requests
Application:
18/093,107 →
Publication:
US US20240220902A1
System and Method to Calculate Pursuit Effectiveness Score
Application:
18/149,753 →
Publication:
US US20240220903A1
System and Method for Performance Measurement and Improvement of Bot Interactions
System and Method for Improving Survey Response Rate Using Survey Outcast Window Recommendation Engine
Application:
18/152,570 →
Publication:
US US20240232916A1
System and Method for Predicting Service Metrics Using Historical Data
Application:
18/096,732 →
Publication:
US US20230297909A1
Computerized-Method and Computerized-System for Identifying High Impacted Schedules, in a Contact Center
Application:
18/097,324 →
Publication:
US US20240242143A1
System and Method for Improving Media Playback Response Time in Contact Centers
Analyzing Emotion in One or More Video Media Streams
Application:
18/184,099 →
Publication:
US US20240312250A1
System and Method for Score Normalization
Effortless Customer Contact and Increased First Call Resolution System and Methods
Application:
18/319,337 →
Publication:
US US20240386357A1
Method and System for Calculating Level of Friction Within a Customer and Agent Interaction, for Quality Improvement Thereof, in a Contact Center
Application:
18/200,058 →
Publication:
US US20240394640A1
Automatic Generation of a Taxonomy with Cluster Exemplar Scoring
Application:
18/202,438 →
Publication:
US US20240394293A1
System and Method for Allocating Multi-Functional Resources
Application:
18/325,347 →
Publication:
US US20230325736A1
Method for Prioritizing Agents for Working from Office via a Wfm Application in a Hybrid Contact Center Work Environment
Application:
18/205,541 →
Publication:
US US20230316177A1
System and Method to Distribute Interactive Media with Low Latency for Efficient Contact Center
Application:
18/336,482 →
Publication:
US US20240420679A1
System and Method to Determine Criticality and Prioritize Live Events to Improve Proactive Customer Service
Enrich the Wfm-Shift Trade Experience for Agents and Managers by Introducing the Shift Trade Index
Application:
18/338,764 →
Publication:
US US20240428153A1
System and Method for Detecting Stress in Audio Data
Methods and Systems for Detecting Stamps in Scanned Documents
Systems and Methods for Automating Configurations for Tenant Onboarding
Application:
18/349,497 →
Publication:
US US20250021909A1
Systems and Methods for Agglomerative Clustering
Application:
18/354,974 →
Publication:
US US20250028752A1
System and Method for Multi Day Computerized Trade
Application:
18/363,835 →
Publication:
US US20250045706A1
Computer-Implemented Method for Unsupervised Task Segmentation
Application:
18/232,397 →
Publication:
US US20250053905A1
Calibrating Evaluator Feedback Relating to Agent-Customer Interaction(S) Based on Corresponding Customer Feedback
Application:
18/450,797 →
Publication:
US US20250061495A1
System and Method to Determine and Remediate Reverse Transition from Digital Channels in a Contact Center
System and Method of Calculating Supervisor Impact Score
Application:
18/458,553 →
Publication:
US US20250078009A1
System and Method for Intelligent Resource Schedule Adjustment
Application:
18/468,976 →
Publication:
US US20250094230A1
Systems and Methods for Trading Shift of Unavailable Preference Using Trade Queues
Application:
18/470,087 →
Publication:
US US20250094895A1
System and Method of Digital Schedule Processing
Application:
18/469,648 →
Publication:
US US20250094933A1
System and Method to Determine Agent Proficiency for a Skill
Application:
18/471,090 →
Publication:
US US20250094910A1
System and Procedure for Efficient Utilization of Underutilized Agents by Using Reverse Staffing
Application:
18/476,178 →
Publication:
US US20250103979A1
System and Method for Optimizing a Number of Sessions of a Multi-Session Meeting Based on Agents Skill Requirement During a Time-Range of Schedueled Work-Shifts in a Cloud-Based Contact Center
Application:
18/380,915 →
Publication:
US US20250124369A1
Systems and Methods for Redirection of Incoming Contacts
Application:
18/490,515 →
Publication:
US US20250133122A1
System and Method for Adjusting Agents Staffing Levels of a Successive Work-Shift of a Preassigned Ongoing Work-Shift, During the Preassigned Ongoing Work-Shift, in a Contact Center
Application:
18/383,488 →
Publication:
US US20250139542A1
System and Method for Providing an Identical Response to a Similar Issue That Is Received from Different Customers, via Inbound-Interaction in a Digital Multi-Channel Contact Center
System and Method for Auto-Approving Pending Requests of Agents Based in a Dynamic Environment
Application:
18/502,814 →
Publication:
US US20250148387A1
System and Method for the Generation of Worklists from Interaction Recordings
System and Method for Generating Training Recommendations via Automated Interaction Evaluation
Application:
18/540,387 →
Publication:
US US20250200491A1
System and Method for Enhancing Effectiveness of a Coaching Session of an Agent by Creating the Coaching Session Based on a Calculated Coaching Impact Score of Coaches, in a Contact Center
Application:
18/403,788 →
Publication:
US US20250225452A1
System and Method for Providing Personalized Conversation-Content for Outbound Marketing Campaigns Operated via a Cloud-Based Contact Center Platform
Application:
18/418,277 →
Publication:
US US20250238842A1
System and Method for Language Processing
Application:
18/421,057 →
Publication:
US US20250238632A1
Systems and Methods for Automating Sensitive Data Masking Using Generative Ai
System and Method for Generating a Text-Summary of a Multiple-Sections Text-Document That Was Created via an Application That Is Running in a Cloud-Based Contact Center for a Tenant
Application:
18/433,525 →
Publication:
US US20250252384A1
System and Method for Calculating a Score of an Outbound-Marketing Interaction
Application:
18/442,132 →
Publication:
US US20250265528A1
System and Method for Managing Interaction Transcripts
Application:
18/444,821 →
Publication:
US US20250267216A1
System and Method for Reducing Time Taken for Evaluation of an Interaction That Has Been Recorded by a Recording-Player Web-Application by Using Generative Ai with Large Language Models
Application:
18/591,068 →
Publication:
US US20250278555A1
System and Method for Generating Evaluation Forms
Application:
18/591,677 →
Publication:
US US20250278688A1
System and Method for Predicting a Shrinkage Percentage in a Time-Slot During a Future Staffing Plan in a Contact Center
Application:
18/596,697 →
Publication:
US US20250285050A1
System and Method for Personalized Automated Coaching Powered by Generative Ai
Application:
18/598,504 →
Publication:
US US20250285548A1
System and Methods for Efficient and Successful Outbound Campaigns in Contact Center
Application:
18/598,234 →
Publication:
US US20250285140A1
Systems and Methods for Generating Changes to Workplace Plans Using Generative Ai
Application:
18/619,431 →
Publication:
US US20250307751A1
System and Method for Optimizing Staffing of a Working-Shift During a Date Range by Predicting Adherence Parameter of the Working-Shift Based on a Scheduling Unit
Application:
18/619,269 →
Publication:
US US20250307736A1
System and Method for Counter Offering Shift Trades
Application:
18/619,899 →
Publication:
US US20250307737A1
Secure Multi-Tenant Protocol-Agnostic Voice Call Recording
Application:
18/625,773 →
Publication:
US US20250063121A1
System and Method for Distributing Interaction Data to Agents
Application:
18/626,893 →
Publication:
US US20250315747A1
Systems and Methods for Managing Callbacks
Application:
18/628,003 →
Publication:
US US20250317516A1
System and Method for Optimizing Query Resolution on Digital Channels in a Contact Center
Earnings Insights System and Methods for Empowering Agents with Visibility into Extra Hours Impact
Application:
18/635,374 →
Publication:
US US20250322466A1
Routine Mining Using Variable Sliding Window
Application:
18/639,671 →
Publication:
US US20250328361A1
System and Method for Suggesting Answers on Agent Performance Evaluation Forms Using Generative Artificial Intelligence
Application:
18/652,452 →
Publication:
US US20250342180A1
Generative Artificial Intelligence-Powered Call Insights and Response Recommendation System
Application:
18/659,752 →
Publication:
US US20250350683A1
System and Method for Re-Skilling Agents Skills in an Automatic Call Distributor (Acd) Application Due to a Request of Change to a Scheduled-Shift of an Agent
System and Method for Real-Time Impact Assessment of Social Media Posts with Generative Artificial Inteligence
Application:
18/664,331 →
Publication:
US US20250356436A1
System and Method for Distributing Workload of a Working-Shift of a Source-Location to Working-Shifts in Target-Locations in a Multiple-Locations Contact Center
Application:
18/732,677 →
Publication:
US US20250371456A1
System and Method for Enabling True-to-Interval Analytics in an Automatic Contact Distributor Application
Application:
18/747,517 →
Publication:
US US20250390810A1
Total Screen Recording System and Methods
Systems and Methods to Identify and Distribute Diverse Evaluation Assignments
Application:
18/762,846 →
Publication:
US US20260010858A1
System and Method for Measuring Agent-Burnout Index and Identifying a Root-Cause in a Contact Center
Systems and Methods to Prioritize Agent Inbox Using Traffic Signal Pattern for Digital Channels
Application:
18/767,698 →
Publication:
US US20260017664A1
System and Method for Automatically Evaluating Data Items Using a Machine Learning Model
Application:
18/772,497 →
Publication:
US US20260019504A1
Automatic Availability Prediction for a Subject Matter Expert
Application:
18/775,059 →
Publication:
US US20260025464A1
System and Method for Playing an Audio File of a Pronunciation of a Name of an Inbound-Caller via a Computerized-Device of a Recipient
Application:
18/776,292 →
Publication:
US US20260025462A1
Adaptive Schedule-Shift Real-Time Optimizer
Application:
18/796,348 →
Publication:
US US20260044796A1
System and Method for Personalized Coaching Recommendation
Application:
18/807,984 →
Publication:
US US20260051008A1
System and Method for Identifying and Addressing a Real-Time Conversational Conflict in a Contact Center
System and Method for Determining an Agent Proficiency When Addressing Concurrent Customer Sessions and Utilization Thereof
Application:
18/811,816 →
Publication:
US US20240412147A1
Automated Inferring of Hours of Operation for Workforce Management Skills
Application:
18/818,436 →
Publication:
US US20260065179A1
System and Method for Improved Trading with Agent Ranking and Schedule Tagging
Application:
18/822,518 →
Publication:
US US20240428150A1
System and Method to Address Compliance Coverage for Trade Surveillance
Application:
18/823,910 →
Publication:
US US20260065291A1
System and Method for Optimizing Rules Using a Machine Learning Model
Application:
18/887,506 →
Publication:
US US20260080328A1
Dynamic Schedule Change Management System
Application:
18/888,919 →
Publication:
US US20260080329A1
System and Method for Intelligent Masking of Information Using a Machine Learning Model
Application:
18/888,490 →
Publication:
US US20260080097A1
Systems and Methods for Analyzing the Effectiveness of Chat Bots
Application:
18/662,254 →
Publication:
US US20250348402A1
System and Method for Altering Interaction Distribution Settings
Application:
18/895,717 →
Publication:
US US20260089262A1
System and Method for Handling Emergency Interactions in a Contact Center Having Agents Handling Concurrent Interactions
Application:
18/911,276 →
Publication:
US US20260106935A1
System and Method for Prioritizing Migration Sequence of Data Files of an Application from a Source-Storage in a Source-System to a Target-Storage in a Target-System in a Contact Center
System and Method for Automated Root Cause Analysis
Application:
18/946,404 →
Publication:
US US20260133869A1
Conversion of Free-Text Natural Language Questions to Structured Data Queries for Database Searching Using Large Language Models
Application:
18/958,629 →
Publication:
US US20260147776A1
System and Methods to Generate Artificial Intelligence (Ai) Driven Insights to Resolve Patron's Inquiries
Application:
18/958,849 →
Publication:
US US20260148239A1
System and Method for Automatic Recognition of Meaningful Shifts in Screen Recording Interactions
Application:
18/999,743 →
Publication:
US US20260179380A1
System and Method for Detection and Implementation of Litigation-Hold and Release for Interactions Recordings Within a Contact Center
Application:
19/007,600 →
Publication:
US US20260189653A1
System and Method to Prompt Service Targets for Deferrable Contacts
Application:
19/009,566 →
Publication:
US US20260197400A1
System and Method for Customer Interaction Insights Generation
Application:
19/010,946 →
Publication:
US US20260195693A1
System and Method for Categorization and Post-Processing in Text-to-Sql Using an Llm
Application:
19/026,804 →
Publication:
US US20260211875A1
System and Method for Automatic Real-Time Identification of and Compliance with Worldwide Data Protection Rules for Online Interactions
Application:
19/037,588 →
Publication:
US US20260220286A1
Real-Time End-of-Call Prediction
Application:
19/043,718 →
Publication:
US US20260230558A1
System and Method for Dynamically Implementing Adjusted Forecasting Algorithms in an Application Provided as a Service to Tenants, in a Multi-Tenant Cloud-Based Computing Environment
Application:
19/046,544 →
Publication:
US US20260228483A1
Method and System for Matching Customer Queries Across Diverse Digital Channels with a Response in a Multichannel Contact Center
Patent:
12,670,153 →
Application:
19/200,747 →
Methods to Fine Tune Simple Query Language Generation from Natural Language Input
Patent:
12,664,161 →
Application:
19/248,791 →
System and Method for Mitigating Catastrophic Forgetting
Application:
18/428,565 →
Publication:
US US20250245576A1
Contact Center Scheduling Using Integer Programming
Patent:
7,725,339 →
Application:
10/614,483 →
Real Time Communications System
System for and Method of Automated Quality Monitoring
Method and Apparatus for Generating Default Personal Greetings Using Text to Speech Conversion
System and Methods for Forecasting Time Series with Multiple Seasonal Patterns
Patent:
7,987,106 →
Application:
11/446,711 →
Association of Email Message with Voice Message
Method and System for Dynamic Context Based Contact Service
Providing Work, Training, and Incentives to Company Representatives in Contact Handling Systems
System and Methods for Evaluating Feature Opinions for Products, Services, and Entities
Broad-Based Incremental Training Sessions for Company Representatives in Contact Handling Systems
Rapid Deployment of Training for Company Representatives in Contact Handling Systems
Real-Time Performance Based Incentives for Company Representatives in Contact Handling Systems
Contact Handling Systems Including Automated Return Contact Response Reminders
Apparatus, System, and Method for Automated Call Initiation
System and Method for Skills-Based Staffing and Scheduling
Patent:
8,612,272 →
Application:
12/584,210 →
Apparatus, System, and Method for Automated Call Initiation
Multi-Tiered Media Services for Globally Interconnecting Businesses and Customers
Restoration of a Caller to a Previous Place in an on-Hold Queue
Multi-Tiered Media Services Using Cloud Computing for Globally Interconnecting Business and Customers
Method for Agent Scheduling for Revenue and Service Channels in a Skills-Based Routing Environment
Patent:
8,577,706 →
Application:
13/068,274 →
System and Method for Integrated Supply Chain and Contact Center Management
Patent:
8,332,249 →
Application:
13/135,562 →
Activity Recording of Contact Handling System Agents
Systems and Methods of Introducing Beneficial Communication Latency in Contact Handling Systems
Systems and Methods of Using Machine Translation in Contact Handling Systems
Systems and Methods of Controlling Confidential Communication in Contact Handling Systems
Systems and Methods of Serial Media Communication in Contact Handling Systems
Systems and Methods of Parallel Media Communication in Contact Handling Systems
Systems and Methods of Supervising Contacts
Patent:
8,396,205 →
Application:
13/348,462 →
Systems and Methods of Contact Monitoring
System and Methods for Evaluating Feature Opinions for Products, Services, and Entities
Apparatus, System, and Method for Automated Call Initiation
Multi-Node Predictive Dialing for Scalability
Telephony Systems Using Cloud Computing for Interconnecting Businesses and Customers
Apparatus, System, and Method for Automated Call Initiation
Apparatus and Method for Audio Data Processing
Apparatus and Method for Audio Data Processing
Systems and Methods for Data Synchronization Management Between Call Centers and Crm Systems
Communication Aggregation
Patent:
9,106,724 →
Application:
14/585,622 →
System and Method for Agent Scheduling Using Mixed Integer Linear Programming
Patent:
10,970,682 →
Application:
14/730,359 →
Contact Center Load Forecasting
Method for Handling a Call, Software Product, and Device
Method for Handling a Call, Software Product, and Device
Systems and Methods for Dynamic Latency Reduction for Conferencing
Method for Handling a Call, Software Product, and Device
Systems and Methods for Distinguishing Audio Using Positional Information
System and Method for Maximizing Capacity of an Agent in a Contact Center by Omni Session Handling
Patent:
10,666,806 →
Application:
16/532,501 →
Multi-Dimensional Attribute-Based Routing
Patent:
10,681,215 →
Application:
16/682,536 →
Systems and Methods for Dynamic Voice-Over-Internet-Protocol Routing
Enhancing Agent's Efficiency in a Contact Center by Using a Multi-Agent to Multi-Contact Routing Orchestration
System and Method for Maximizing Capacity of an Agent in a Contact Center by Omni Session Handling
Contact Center Network and Method for Establishing a Communication Session in a Contact Center Network
Systems and Methods for Analyzing Computer Input to Provide Suggested Next Action for Automation
Leverage Interaction Attributes and File Access Patterns to Predict Active Life of Media File to Optimize Storage Usage
Enabling a Mode of Interaction to Support Specially-Abled Needs of Agents, via a Web App in a Contact Center
System and Method for Lifecycle Management Optimization
Computer-Implemented Method of Fowarding Calls Predictive Dialer System and Data Base
Systems and Methods for Optimal Channel Selection
Patent:
11,337,133 →
Application:
17/170,298 →
Real Availability Application
Patent:
11,271,825 →
Application:
17/175,667 →
Automated Outcome Classification Systems in Contact Interactions, and Methods
Contact Center Network and Method for Establishing a Communication Session in a Contact Center Network
System and Method for Determining and Utilizing an Effectiveness of Lifecycle Management for Interactions Storage, in a Contact Center
Enforcement of Time-Based User Access Levels for Computing Environments
System and Method for Maximizing Capacity of an Agent in a Contact Center by Omni Session Handling
Systems and Methods for Automated Uptime Monitoring of Internet-Based Software
Systems and Methods for Distinguishing Audio Using Positional Information
System and Method to Conduct Staggered Maintenance Activity Based on Customer Prioritization in a Cloud Based Saas Platform Contact Center
Systems and Methods for Coordinating an Impromptu Voice Meeting in an Automated Call Distribution System
System and Method for Prioritizing Tenants for a Service for a Request Router in a Cloud-Based Software as a Service (Saas) Platform Contact-Center
Patent:
11,477,322 →
Application:
17/503,372 →
System and Method for Identifying Similar Queries by a Customer on Different Digital Channels in a Multichannel Contact Center
System and Method for Staggering Feature Enablement Based on Call Center Tenant Attributes to Control Release Impact
Enhancing Agent's Efficiency in a Contact Center by Using a Multi-Agent to Multi-Contact Routing Orchestration
Real Availability Application
System and Method Enhancing Customers Satisfaction by Assigning Abandoned Inbound-Interactions to Agents Each on a Satisfactory Digital-Channel Type
Patent:
11,659,088 →
Application:
17/665,538 →
System and Method for Determining Applicable Lifecycle Rules in Lifecycle Management Systems
System and Method for Reducing Wait-Time in a Multichannel Contact Center
Patent:
11,657,049 →
Application:
17/673,840 →
Systems and Methods for Data Synchronization in a Multi-Tenant Synchronization System
Contact Center Network and Method for Establishing a Communication Session in a Contact Center Network
Systems and Methods for Optimal Channel Selection
System and Method for Redirecting Inbound-Voice-Interactions to Digital Channels in a Contact Center
Patent:
11,647,120 →
Application:
17/746,992 →
System and Method for Identifying and Utilizing Agent Working from Home Impact Score
System and Method for Prioritizing Tenants for a Service for a Request Router in a Cloud-Based Software as a Service (Saas) Platform Contact-Center
Systems and Methods for Optimal Channel Selection
System and Method for Reconnecting an Inbound Originated Call
System and Method for Redirecting Inbound-Voice-Interactions to Digital Channels in a Contact Center
System and Method for Determining and Utilizing an Effectiveness of Lifecycle Management for Interactions Storage, in a Contact Center
System and Method for Reducing Wait-Time in a Multichannel Contact Center
System and Method for Lifecycle Management Optimization
System and Method for Capturing Analyzing and Recording Screen Events
Apparatus and Method for Event-Driven Content Analysis
Method Apparatus and System for Capturing and Analyzing Interaction Based Content
Method and Apparatus for Speaker Spotting
Apparatus and Method for Audio Analysis
Apparatus and Method for Multimedia Content Based Manipulation
Apparatus, system and method for dispute resolution, regulation compliance and quality management in financial institutions
Automatic speech analysis
Voice Over Ip Capturing
Voice Over Ip Forwarding
Method and Apparatus for Large Population Speaker Identification in Telephone Interactions
Proactive System and Method for Monitoring and Guidance of Call Center Agent
Method and System for Automatic Quality Evaluation
Branch Ip Recording
Method and System for Laughter Detection
Method and Apparatus for Generic Analytics
Adaptive, Self-Learning Optimization Module for Rule-Based Customer Interaction Systems
System and Method for Transferring Interaction Metadata Messages Over Communication Services
Method, System and Apparatus for Reliably Transmitting Packets of an Unreliable Protocol
Method and Apparatus for Fast Search in Call-Center Monitoring
System and Method for Forwarding a Session Based on a Recording Capacity
Method and System for Utilizing Information for Efficient Recording Solutions in a Complex Multi-Media Recording Environment
Method and System for Centralized Recording in a Distributed Environment
Method and Apparatus for Predicting Customer Churn
Session Board Controller Based Post Call Routing for Customer Feedback Application
Enhancing Analysis of Test Key Phrases from Acoustic Sources with Key Phrase Training Models
Method and Apparatus for Interaction or Discourse Analytics
Method and Apparatus for Visualization of Interaction Categorization
Methods and Apparatus for Language Identification
Apparatus and Method for Fraud Prevention
System and Method for Recording and Distributing Customer Interactions
Methods and Apparatus for Deep Interaction Analysis
Call Center Analytical System Having Real Time Capabilities
Method and System for Managing a Quality Process
Peer-To-Peer Telephony Recording
Method and Apparatus for Detection of Sentiment in Automated Transcriptions
Method for Speaker Source Classification
Method and System for Reconstructing a Session by Integrating Metadata and Data of a Session
Methods and Apparatus for Real-Time Interaction Analysis in Call Centers
Method and System for Routing Text Based Interactions
System and Method for Recording Communication Interaction Over a Mobile Device
Method and Apparatus for Large Vocabulary Continuous Speech Recognition Using a Hybrid Phoneme-Word Lattice
Method and System for Secure Data Collection and Distribution
System and Method for Managing a Customer Service Session
System and Method for Flexible Speech to Text Search Mechanism
Method and Apparatus for Automatic Correlation of Multi-Channel Interactions
System and Method for Assisting an Agent in a Contact Center
Method and Apparatus for Temporal Speech Scoring
System and Method for Real-Time Customized Agent Training
System and Method for Developing and Testing Logic in a Mock-Up Environment
System and Method for Resolving Customer Communications
Method and Apparatus for Transaction Verification
Patent:
8,438,089 →
Application:
13/408,473 →
System and Method for Identifying Customers in Social Media
System and Method for Real-Time Speaker Segmentation of Audio Interactions
Proactive System and Method for Monitoring and Guidance of Call Center Agent
Method and System for Automatic Domain Adaptation in Speech Recognition Applications
Adaptive, Self-Learning Optimization Module for Rule-Based Customer Interaction Systems
System and Method for Determining a Risk Root Cause
Predicting a Sales Success Probability Score from a Distance Vector Between Speech of a Customer and Speech of an Organization Representative
System and Method for Recording and Distributing Customer Interactions
Method and Apparatus for Enhanced Phonetic Indexing and Search
Method and Apparatus for Detection and Analysis of First Contact Resolution Failures
System and Method for Real-Time Process Management
Method and Apparatus for Trade Interaction Chain Reconstruction
Peer-To-Peer Telephony Recording
Method and Apparatus for Real Time Emotion Detection in Audio Interactions
System and Method for Distributed Categorization
System and Method for Interoperability Between Flex Applications and .Net Applications
Method and Apparatus for Fail-Safe Control of Recordings
System and Method for Generating Metadata for a Recorded Session
Prediction Interactive Vocla Response
Management of Task Allocation in a Multi-Core Processing System
Method and Apparatus for Expansion of Search Queries on Large Vocabulary Continuous Speech Recognition Transcripts
Distributed and Open Schema Interactions Management System and Method
System and Method for Database Flow Management
System and Method for Real-Time Customized Agent Training
Call Recording with Interaction Metadata Correlation
Persistency Free Architecture
System and Method for Interoperability Between an Embedded Activex Control and an External Application
Patent:
9,098,361 →
Application:
14/219,033 →
Language Model Adaptation Based on Filtered Data
System and Automated Method for Configuring a Predictive Model and Deploying It on a Target Platform
Spare Resource Election in a Computing System
Language Model Adaptation for Specific Texts
System and Method for Automated Analysis of Data to Populate Natural Language Description of Data Relationships
Script Compliance in Spoken Documents Based on Number of Words Between Key Terms
System and Method for Distributed Rule-Based Sequencing Engine
Out of Vocabulary Pattern Learning
User-Aided Adaptation of a Phonetic Dictionary
Systems and Methods for Response Rate Determination and Offer Selection
Method and System for Behavioral and Risk Prediction in Networks Using Automatic Feature Generation and Selection Using Network Topologies
Patent:
9,294,497 →
Application:
14/584,209 →
Method and System for Speech Detection
Device, System and Method for Summarizing Agreements
Determination of Prominent Phrases in Multi-Channel Interactions by Multi-Feature Evaluations
Transaction Tracking and Display
Concurrent Recordings of Telephonic Interactions
Patent:
9,369,570 →
Application:
14/714,374 →
System and Method for Automatic Language Model Generation
System and Method for Automatic Language Model Selection
System and Method for Voice Print Generation
Systems and Methods for Reward Prediction and Offer Selection
Call Recording with Screen and Audio Correlation
Patent:
9,479,727 →
Application:
14/799,695 →
Customer Journey Management
Bettering Scores of Spoken Phrase Spotting
System and Method for Phonetic Search Over Speech Recordings
System and Method for Text Normalization in Noisy Channels
Authentication of Users of Self Service Channels
System and Method for Sentiment Lexicon Expansion
Automated Call Classification
System and Method for Resolving User Identification
System and Method for Detecting Screen Connectivity Monitoring Application Malfunctions
Quality-Dependent Playback of Recordings
System and Method for Generating Phrase Based Categories of Interactions
System and Method for Automated Root Cause Investigation
System and Method for Dynamic Redundant Call Recording
System and Method for Distributed Categorization
System and Method for Work Period Scheduler
System and Method for Analysis of Interactions with a Customer Service Center
Patent:
9,787,838 →
Application:
15/279,472 →
Offer Selection Using Sequential Selection Operations
Computing Resource Allocation Optimization
System and Method for Detecting Phonetically Similar Imposter Phrases
System and Method for Enabling Graphic-Based Interoperability with a Run-Time Application
System and Method for Contact Center Augmented Reality
Seamless Authentication and Enrollment
System and Method for Automatic Key Phrase Extraction Rule Generation
System and Method for Automated Performance Monitoring
Method for Adaptive Tuning via Automated Simulation and Optimization
Customer Journey Management
System and Method for Detecting and Fixing Robotic Process Automation Failures
Seamless Text-Dependent Enrollment
Systems and Methods for Fast Play Back of Recorded Data
Authentication via a Dynamic Passphrase
System and Method for Optimizing Matched Voice Biometric Passphrases
Systems and Methods for Optimization of Interactive Voice Recognition Systems
Patent:
10,135,977 →
Application:
15/821,957 →
Systems and Methods for Invisible Identification of Agents Participating in on-Line Communication Sessions
Method and System for Streaming a Media File During a Concurrent Transcoding Thereof
Image Based Method and System for Building Object Model and Application States Comparison and Graphic-Based Interoperability with an Application
System and Method for Automatically Validating Agent Implementation of Training Material
System and Method for Generation of Case-Based Data for Training Machine Learning Classifiers
Customer Journey Management
System and Method for Performing Voice Biometrics Analysis
System and Method for Generating Journey Excellence Score
Method and System for Automatic Detection of Agent Availability to Attend a Schedule and Reassignment Thereof
System and Method for Tracking Web Interactions with Real Time Analytics
Patent:
47,896 →
Application:
16/049,319 →
Enlargement of Screen-Capture Recorded into a Video Recording During Playback Thereof
Systems and Methods for Finding an Interaction Subset Within a Set of Interactions
System and Method for Mapping a Customer Journey to a Category
Method and System for Creating a Fragmented Video Recording of Events on a Screen Using Serverless Computing
Customer Journey Management
Method and System for Deanomymizing Cryptocurrency Users by Analyzing Bank Transfers to a Cryptocurrency Exchange
Transaction Tracking and Display
-Call Center Agent Performance Scoring and Sentiment Analytics
System and Method for Dynamic Redundant Call Recording
Method and System for Separating and Authenticating Speech of a Speaker on an Audio Stream of Speakers
Robotic Process Automation for Significant Sequences of Desktop Events
Seamless Text Dependent Enrollment
System and Method for Performing Agent Behavioral Analytics
Customer Journey Management
Method and System for Managing Availability States of a User to Communicate Over Multiple Communication Platforms
Patent:
10,728,392 →
Application:
16/358,725 →
Systems and Methods for Interaction Evaluation
Systems and Methods for Coverage Analysis of Textual Queries
Automated scheduling assistant for a workforce management system
Method and System for Optimizing Distribution of Incentive Budget for Additional Time Interval Allocation in a Multi-Week Work Schedule
Systems and Methods for Discovery of Automation Opportunities
Method and System for Accessing Table Content in a Digital Image of the Table
Graph-Based Approach for Voice Authentication
System and Method for Generating and Implementing a Real-Time Multi-Factor Authentication Policy Across Multiple Channels
Systems and Methods for Real-Time Analytics Detection for a Transaction Utilizing Synchronously Updated Statistical Aggregation Data
Customer Journey Management
Method and System for Proactive Fraudster Exposure in a Customer Service Channel
System and Method for Dynamic Redundant Call Recording
Systems and Methods for Analyzing Computer Input to Provide Next Action
Systems and Methods for Retrieving and Presenting Information Using Augmented Reality
Optimized Serverless Cloud Processing Based on Processing Job Requirements
Patent:
10,715,418 →
Application:
16/551,020 →
System and Method for Combining Phonetic and Automatic Speech Recognition Search
System and Method for Mapping a Customer Journey to a Category
System and Method for Distributing an Agent Interaction for Evaluation Based on the Quality of Service
Patent:
10,616,413 →
Application:
16/594,093 →
Systems and Methods for Intelligent Adherence or Conformance Analysis Coaching
Systems and Methods for Detecting Complaint Interactions
Image Based Method and System for Building Object Model and Application States Comparison and Graphic-Based Interoperability with an Application
System and Method for Tracking Web Interactions with Real Time Analytics
Patent:
48,681 →
Application:
16/708,769 →
System and Method for Calculating a Score for a Chain of Interactions in a Call Center
Customer Journey Management
Method and System for Fraud Clustering by Content and Biometrics Analysis
Method and System for Streaming a Media File During a Concurrent Transcoding Thereof
System and Method for Frustration Detection
Seamless Text Dependent Enrollment
Authentication via a Dynamic Passphrase
System and Method for Creating Data to Train a Conversational Bot
Method and System for Automatic Detection of Agent Availability to Attend a Schedule and Reassignment Thereof
System and Method for Distributing an Agent Interaction for Evaluation Based on the Quality of Service
Patent:
10,863,027 →
Application:
16/798,471 →
System and Method Using Zero Knowledge Proofs for Alert Sharing
Genuineness of Customer Feedback
Bidding System for Skill-Based Routing System
Systems and Methods for Measuring the Effectiveness of an Agent Coaching Program
System and Method for Updating Biometric Evaluation Systems
System and Method for Automatically Validating Agent Implementation of Training Material
System and Method for Performing Voice Biometrics Analysis
Artificial-Intelligence Powered Skill Management Systems and Methods
System and Method for Detecting and Fixing Robotic Process Automation Failures
Systems and Methods for Providing Coachable Events for Agents
Patent:
11,005,994 →
Application:
15/931,880 →
System and Method for Detecting Fraud Rings
Upfront Customer Time Consideration Along with Optimized Agent Desktop in a Contact Center
Patent:
10,992,808 →
Application:
15/931,619 →
Dynamic Metric Optimization in Predictive Behavioral Routing
Patent:
11,089,162 →
Application:
16/886,204 →
Customer Journey Management
Method and System for Accessing Table Content in a Digital Image of the Table
Method and System for Automatic Detection of Agent Availability to Attend a Schedule and Reassignment Thereof
Optimized Serverless Cloud Processing Based on Processing Job Requirements
Artificial Intelligence Model for Predicting Playback of Media Data
Industry Benchmark Forecasting in Workforce Management
System and Method for Automatically Validating Agent Implementation of Training Material
System and Method for Dynamic Redundant Call Recording
Systems and Methods for Parallel Recording of Events on a Screen of a Computer
Staging Tables for Data Ingestion of Micro-Batched Data Records
Device, System and Method for Summarizing Agreements
System and Method for Detecting and Fixing Robotic Process Automation Failures
Seamless Authentication and Enrollment
Transaction Tracking and Display
System and Method for Infrastructure Resource Optimization
Method and System for Separating and Authenticating Speech of a Speaker on an Audio Stream of Speakers
Method and System for Automatic Detection of Agent Availability to Attend a Schedule and Reassignment Thereof
Method for Training a Spoofing Detection Model Using Biometric Clustering
System and Method to Evaluate Agent Call Logging in a Contact Center
System and Method for Determining and Utilizing After-Call-Work Factor in Contact Center Quality Processes
Method and System for Fraud Clustering by Content and Biometrics Analysis
System and Method to Gauge Agent Self-Assessment Effectiveness in a Contact Center
System and Method to Formulate Effective Energy Breaks in a Contact Center
Systems and Methods for Structured Phrase Embedding and Use Thereof
Click to Document
Systems and Methods to Triage Contact Center Issues Using an Incident Grievance Score
System and Method for Detecting Fraudsters
Method and System for Providing Elastic Media Forking Infrastructure to Cloud Distributed Real-Time Applications
Patent:
11,108,839 →
Application:
17/167,119 →
Cross-Tenant Data Processing for Agent Data Comparison in Cloud Computing Environments
System and Method for Preventing Sensitive Information from Being Recorded
Systems and Methods for Producing a Semantic Representation of a Document
Systems and Methods for Prioritizing Emergency Calls
Patent:
11,375,063 →
Application:
17/197,742 →
System and Method for Providing Real-Time Lockless Parallel Screen Recording Compliance Enforcement to Omni Channel Cloud Systems
Patent:
11,343,346 →
Application:
17/207,692 →
Upfront Customer Time Consideration Along with Optimized Agent Desktop in a Contact Center
Systems and Methods for Analyzing and Connecting Automation Sequences
Systems and Methods for Providing Coachable Events for Agents
System and Method for Finding Effectiveness of Gamification for Improving Performance of a Contact Center
Customer Journey Management
Method and System for Proactive Fraudster Exposure in a Customer Service Channel
Biometric Authentication Through Voice Print Categorization Using Artificial Intelligence
System and Method for Determining and Utilizing Repeated Conversations in Contact Center Quality Processes
Graph-Based Approach for Voice Authentication
Systems and Methods for Proactive Fraudster Exposure in a Customer Service Channel
Patent:
11,451,658 →
Application:
17/320,295 →
System and Method for Voice Biometrics Authentication
Authentication via a Dynamic Passphrase
Systems and Methods for Retrieving and Presenting Information Using Augmented Reality
System and Method for Tracking Web Interactions with Real Time Analytics
Patent:
49,486 →
Application:
17/337,725 →
Method and System for Accessing Table Content in a Digital Image of the Table
Systems and Methods for Interaction Evaluation
Computerized Monitoring of Digital Audio Signals
Method and System for Providing Image-Based Interoperability with an Application
Method and System for Fraud Clustering by Content and Biometrics Analysis
Optimized Processing Based on Processing Job Requirements
Method and System for Providing Elastic Media Forking Infrastructure to Cloud Distributed Real-Time Applications
Patent:
11,343,297 →
Application:
17/381,206 →
Dynamic Metric Optimization in Predictive Behavioral Routing
Real-Time Agent Assistance Using Real-Time Automatic Speech Recognition and Behavioral Metrics
Patent:
11,283,928 →
Application:
17/386,604 →
System and Method for Gender Based Authentication of a Caller
Fraud Detection in Voice Biometric Systems Through Voice Print Clustering
Real-Time Fraud Detection in Voice Biometric Systems Using Repetitive Phrases in Fraudster Voice Prints
Systems and Methods for Detecting Complaint Interactions
Analysis and Matching of Voice Signals
Patent:
11,558,506 →
Application:
17/486,409 →
System and Method for Performing Voice Biometrics Analysis
Systems and Methods Automatically Adjusting Minimum Support for Routing Mining
Systems and Methods for Finding an Interaction Subset Within a Set of Interactions
Predictive Screen Recording
Systems and Methods for Discovery of Automation Opportunities
Analytics to Increase Performance of Robotic Process Automation Solutions
Method and System for Fraud Clustering by Content and Biometrics Analysis
System and Method for Real-Time Fraud Detection in Voice Biometric Systems Using Phonemes in Fraudster Voice Prints
Identification and Classification of Talk-Over Segments During Voice Communications Using Machine Learning Models
Automatic Storage Management in Networked Data Storage Systems Using Storage Device Monitoring
Industry Benchmark Forecasting in Workforce Management
System and Method for Frustration Detection
System and Method for Calculating Agent Skill Satisfaction Index and Utilization Thereof
Patent:
11,616,880 →
Application:
17/679,152 →
Transaction Tracking and Display
Real-Time Agent Assistance Using Real-Time Automatic Speech Recognition and Behavioral Metrics
Patent:
11,539,841 →
Application:
17/685,938 →
Upfront Customer Time Consideration Along with Optimized Agent Desktop in a Contact Center
System and Method for Predicting Service Metrics Using Historical Data
Method and System for Accessing Table Content in a Digital Image of the Table
System and Method for Generating and Implementing a Real-Time Multi-Factor Authentication Policy Across Multiple Channels
Total Screen Recording System and Methods
System and Method for Spoofing Detection
Automated Scheduling Assistant for a Workforce Management System
Method and System for Providing Elastic Media Forking Infrastructure to Cloud Distributed Real-Time Applications
System and Method for Providing Real-Time Lockless Parallel Screen Recording Compliance Enforcement to Omni Channel Cloud Systems
Systems and Methods for Automation Discovery Recalculation Using Dynamic Time Window Optimization
System and Method for Determining and Utilizing After-Call-Work Factor in Contact Center Quality Processes
Systems and Methods for Prioritizing Emergency Calls
System and Methods of Identifying and Utilizing Agent Credibility Divergence in Contact Center Quality Processes
System and Methods to Derive Knowledge Base Article Relevancy Score
System and Method for Quality Planning Data Evaluation Using Target Kpis
System and Method for Combining Phonetic and Automatic Speech Recognition Search
System and Method for Combining Phonetic and Automatic Speech Recognition Search
Customer Journey Management
Systems and Methods for Analyzing Computer Input to Provide Next Action
System and Method for Detecting Fraud Rings
System and Method Using Zero Knowledge Proofs for Alert Sharing
System and Method for Detecting and Fixing Robotic Process Automation Failures
Method and System for Providing Elastic Media Forking Infrastructure to Cloud Distributed Real-Time Applications
Computerized-Method and Computerized-System for Sensitive Data Redaction from Screenshots
System and Method for Providing Real-Time Lockless Parallel Screen Recording Compliance Enforcement to Omni Channel Cloud Systems
Systems and Methods for Finding an Interaction Subset Within a Set of Interactions
Upfront Customer Time Consideration Along with Optimized Agent Desktop in a Contact Center
Industry Benchmark Forecasting in Workforce Management
Real-Time Agent Assistance Using Real-Time Automatic Speech Recognition and Behavioral Metrics
Computerized Monitoring of Digital Audio Signals
System and Method for Calculating Agent Skill Satisfaction Index and Utilization Thereof
Computerized-Method and Computerized-System for Training and Applying a Machine Learning (Ml) Textual Behavioral Identification Model to Authenticate an Agent, in a Digital Multi-Channel Environment
System and Method for Detecting Agent Sharing Credentials
Digital Image Analysis of Social Media Posts Using Machine Learning Models for Sentiment Identification and Recommended Actions
System and Method for Tracking Web Interactions with Real Time Analytics
Patent:
50,696 →
Application:
18/107,682 →
Authentication via a Dynamic Passphrase
Systems and Methods for Prioritizing Emergency Calls
Systems and Methods for Detecting Complaint Interactions
System and Methods to Effectively Route Traffic and Proactively Scale Infra in the Partner Region
Patent:
11,888,712 →
Application:
18/311,284 →
System and Method to Prioritize and Resume Disconnected Customer Interactions
System and Method for Supporting Effective Campaign Management in a Cloud-Based Contact Center Platform
System and Method of Efficient Selection of Evaluation Form
System and Method for Playing a Personalized Voice Recording with a Status Update to Follow-Up Customer on an Inbound Call in a Contact Center
Method for Dynamically Prioritizing Inbound Interactions in a Digital Multi-Channel Contact Center
System and Method for Intelligent and Conditional Cloud Screen Recording
System and Method for Displaying Real-Time Code of Embedded Code in a Browser-Window of a Software Application
Patent:
11,995,146 →
Application:
18/236,416 →
Methods for Discovery of New Automation Routine Types
Patent:
12,124,516 →
Application:
18/455,361 →
Call Complexity Computation Using Identified Topics and Topic Changes
Systems and Methods for Contextual Clustering
System and Method for Data Center Routing
Patent:
12,244,665 →
Application:
18/471,675 →
System and Method for Artificial Intelligence Based Generation of Database Queries
Method for Identifying Contact Reason of a Business Process Discovered by a Desktop Analytics Tool
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
Patent:
12,399,598 →
Application:
18/652,814 →
Construction of a User Questions Repository for Structured Data Queries from Natural Language Questions Using a Large Language Model
Patent:
12,306,828 →
Application:
18/657,272 →
Accelerated Security for Real-Time Detection of Suspicious Transactions
Systems and Methods for Detecting Stress Using Artificial Intelligence
System and Method for Detecting Market Sentiment Manipulation That Is Related to Financial Instruments Trading
System and Method for Improving the Accuracy of Audio Searching
Temporal Extent Considerations in Reporting on Facts Organized as a Dimensionally-Modeled Fact Collection
Reporting on Facts Relative to a Specified Dimensional Coordinate Constraint
Disambiguation with Respect to Multi-Grained Dimension Coordinates
Temporally-Aware Evaluative Score
Routing Incipient Transactions Based on Experiential Data
Reporting on Facts Relative to a Specified Dimensional Coordinate Constraint
Temporally-Aware Evaluative Score
Reporting on Facts Relative to a Specified Dimensional Coordinate Constraint
Business Rules Engine with Dynamically Addressable Facts
Patent:
8,856,058 →
Application:
13/343,611 →
Method and Apparatus for Fraud Detection
Third Party Recording of Data Transferred Using the Ip Protocol
Method and Apparatus for Fraud Detection
System and Method for Webpage Analysis
Seamless Authentication and Enrollment
Apparatus and Method for Audio Content Analysis, Marking and Summing
Method and Apparatus for Segmentation of Audio Interactions
System and Method for Enabling Seek in a Video Recording
Live Editing and Publishing of Documents Within a Content Management System Using a Hybrid Draft Authorization Workflow
Systems and Methods for Applying Semi-Discrete Calculus to Meta Machine Learning
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