A real-time speech analytics system (“RSTA system”) detects a speech condition during a
call involving a contact center agent and a remote party. Upon detecting the speech …

A real-time speech analytics system (“RSTA system”) detects speech during a call involving
a contact center agent and a remote party. Upon detecting the speech, an event message is …

(57) ABSTRACT A call center compliance system is used to ensure that agents adhere to
call center policies and applicable regulations when handling calls. A call handler …

A communications handler determines an appropriate contact center agent to receive an
incoming communication session. Communication session indicators provide status …

8, 463, 606 B2 6/2013 Scott et al. 8, 537, 983 B1* 9/2013 Haggerty............. H04M 1100
379/88. 14 8, 615, 074 B1 12/2013 Rivier et al. 8, 761, 376 B2 6/2014 Pande et al. 9, 160 …

Various embodiments of the invention provide methods, systems, and computer-program
products for providing a plurality of speech analytics engines in a speech analytics module …

BACKGROUND Contact centers are frequently used by businesses to pro vide customer
service functions, such as accepting orders for goods purchased or contacting delinquent …

BACKGROUND Code signing provides a digital signature for Software to confirm or
authenticate at a destination that the Software is from the specified source and that the code …

A call center compliance system is used to ensure that agents adhere to call center policies
and applicable regulations when handling calls. A call handler processing a call between an …

Various embodiments of the invention provide methods, systems, and computer-program
products for identifying an occurrence during a conversation being conducted between a …