|Publication number||USRE41534 E1|
|Application number||US 11/509,554|
|Publication date||Aug 17, 2010|
|Filing date||Aug 24, 2006|
|Priority date||Sep 26, 1996|
|Also published as||CA2215481A1, DE69712583D1, DE69712583T2, EP0833489A2, EP0833489A3, EP0833489B1, US6404857, US6757361, US20030129986, USRE40634, USRE41608, USRE43183, USRE43255, USRE43324|
|Publication number||11509554, 509554, US RE41534 E1, US RE41534E1, US-E1-RE41534, USRE41534 E1, USRE41534E1|
|Inventors||Christopher Douglas Blair, Roger Louis Keenan|
|Original Assignee||Verint Americas Inc.|
|Export Citation||BiBTeX, EndNote, RefMan|
|Patent Citations (139), Non-Patent Citations (133), Referenced by (11), Classifications (22), Legal Events (6)|
|External Links: USPTO, USPTO Assignment, Espacenet|
Notice: More than one reissue application has been filed for the reissue of U.S. Pat. No. 6,757,361. The reissue applications are: “Voice Interaction Analysis Module,” Ser. No. 11/509,553, filed on Aug. 24, 2006; “Machine Learning Based Upon Feedback From Contact Center Analysis,” Ser. No. 11/509,550, filed on Aug. 24, 2006; “Distributed Analysis of Voice Interaction Data,” Ser. No. 11/509,554, filed on Aug. 24, 2006 (the present application); “Distributed Recording of Voice Interaction Data,” Ser. No. 11/509,552, filed on Aug. 24, 2006; “VoIP Voice Interaction Monitor,” Ser. No. 11/509,549, filed on Aug. 24, 2006; “VoIP Voice Interaction Recorder,” Ser. No. 11/509,551, filed on Aug. 24, 2006; and, “Communication Management System for Network-Based Telephones,” Ser. No. 11/583,381, filed on Oct. 19, 2006, all of which are divisional reissues of “Signal Monitoring Apparatus Analyzing Voice Communication Content,” Ser. No. 11/477,124, filed on Jun. 28, 2006, which is a reissue of U.S. Pat. No. 6,757,361, issued on Jun. 29, 2004.
The present invention relates to signal monitoring apparatus and in particular, but riot exclusively to telecommunications monitoring apparatus which may be arranged for monitoring a plurality of telephone conversations.
Telecommunications networks are increasingly being used for the access of information and for carrying out commercial and/or financial transactions. In order to safeguard such use of the networks, it has become appropriate to record the two-way telecommunications traffic, whether voice traffic or data traffic, that arises as such transactions are carried out. The recording of such traffic is intended particularly to safeguard against abusive and fraudulent use of the telecommunications network for such purposes.
More recently, so-called “call-centers” have been established at which operative personnel are established to deal with enquiries and transactions required of the commercial entity having established the call-center. An example of the increasing use of such call-centers is the increasing use of “telephone banking” services and the telephone ordering of retail goods.
Although the telecommunications traffic handled by such call-centers is monitored in an attempt to preserve the integrity of the call-centre, the manner in which such communications networks, and their related call-centers, are monitored are disadvantageously limited having regard to the data/information that can be provided concerning the traffic arising in association with the call-center.
For example, in large call-centers, it is difficult for supervisors to establish with any confidence that they have accurately, and effectively, monitored the quality of all their staff's work so as to establish, for example, how well their staff are handling customers' enquiries and/or transaction requirements, or how well their staff are seeking to market/publicise a particular product etc.
The present invention seeks to provide for telecommunications monitoring apparatus having advantages over known such apparatus.
According to one aspect of the present invention there is provided signal monitoring apparatus comprising:
Preferably, the means for controlling the handling of the communications traffic serves to identify at least one section of traffic relative to another.
Also, the means for controlling may serve to influence further monitoring actions within the apparatus.
Advantageously, the analysed contents of the at least one signal comprise the interaction between at least two signals of traffic representing an at least two-way conversation. In particular, the at least two interacting signals relate to portions of interruption or stiltedness within the traffic.
Preferably, the means for monitoring signals can include means for recording signals.
Preferably, the means for recording the occurrence of the parameter comprises means for providing, in real time, a possibly instantaneous indication of said occurrence, and/or comprises means for storing, permanently or otherwise, information relating to said occurrence.
Dependent upon the particular parameter, or parameters, relevant to a call-center provider, the present invention advantageously allows for the improved monitoring of traffic so as to identify which one(s) of a possible plurality of data or voice interactions might warrant further investigation whilst also allowing for statistical trends to be recorded and analysed.
The apparatus is advantageously arranged for monitoring speech signals and indeed any form of telecommunication traffic.
For example, by analysing a range of parameters of the signals representing traffic such as speech, data or video, patterns, trends and anomalies within a plurality of interactions can be readily identified and these can then be used for example, to influence future automated analysis, and rank or grade the conversations and/or highlight conversations likely to be worthy of detailed investigation or playback by the call-center provider. The means for monitoring the telecommunications signals may be advantageously arranged to monitor a plurality of separate two-way voice, data or video conversations, and this makes the apparatus particularly advantageous for use within a call-centre.
The means for monitoring the telecommunications signals advantageously arranged to monitor the signals digitally by any one variety of appropriate means which typically involve the use of high impedance taps into the network and which have little, or no, effect on the actual network.
It should of course be appreciated that the invention can be arranged for monitoring telecommunications signals transmitted over any appropriate medium, for example a hardwired network comprising twisted pair or co-axial lines or indeed a telecommunications medium employing radio waves.
In cases where the monitored signal is not already in digital form, the apparatus can advantageously include analogue/digital conversion means for operating on the signal produced by the aforesaid means for monitoring the telecommunications signals.
It should also be appreciated that the present invention can comprise means for achieving passive monitoring of a telecommunications network or call-centre etc.
The means for identifying the at least one predetermined parameter advantageously includes a Digital Signal Processor which can be arranged to operate in accordance with any appropriate algorithm. Preferably, the signal processing required by the means for identifying the at least one parameter can advantageously be arranged to be provided by spare capacity arising in the Digital Signal Processors found within the apparatus and primarily arranged for controlling the monitoring, compression and/or recording of signals.
As mentioned above, the particular parameters arranged to be identified by the apparatus can be selected from those that are considered appropriate to the requirements of, for example, the call-centre provider.
However, for further illustration, the following is a non-exhaustive list of parameters that could be identified in accordance with the present invention and assuming that the telecommunications traffic concerned comprises a plurality of two-way telephone interactions such as conversations:
Parameters such as the following, and having no direct relationship to each call's content, can also be monitored:
As will be appreciated, the importance of each of the above parameters and the way in which they can be combined to highlight particular good, or bad, caller interactions can be readily defined by the call-center provider.
Advantageously, the apparatus can be arranged so as to afford each of the parameters concerned a particular weighting, or relative value.
The apparatus may of course also be arranged to identify the nature of the data monitored, for example whether speech, facsimile, modem or video etc. and the rate at which the signals are monitored can also be recorded and adjusted within the apparatus.
According to a further feature of the invention, the means for identifying the at least one parameter can be arranged to operate in real time or, alternatively, the telecommunications signals can be recorded so as to be monitored by the means for identifying at least one parameter at some later stage.
Advantageously, the means for recording the actual occurrence of the identified parameter(s) can be arranged to identify an absolute value for such occurrences within the communications network and/or call-centre as a whole or, alternatively, the aforementioned recording can be carried out on a per-conversation or a per-caller/operative basis.
The means for recording the occurrence of the identified parameter(s) can advantageously be associated means for analysing the results of the information recorded so as to identify patterns, trends and anomalies within the telecommunications network and/or call-center.
Advantageously, the means for recording the occurrence of the identified parameter(s) can, in association with the means for identifying the predetermined parameter and the means for monitoring the telecommunications signals, be arranged to record the aforementioned occurrence in each of the two directions of traffic separately.
Preferably, the means for identifying the source of the two-way traffic includes means for receiving an identifier tagged on to the traffic so as to identify its source, i.e. the particular operative within the call-centre or the actual caller. Alternatively, means can be provided within the telecommunications monitoring apparatus for determining the terminal number, i.e. the telephone number, of the operative and/or the caller.
The aforementioned identification can also be achieved by way of data and/or speech recognition.
It should also be appreciated that the present invention can include means for providing an output indicative of the required identification of the at least one predetermined parameter. Such output can be arranged to drive audio and/or visual output means so that the call-centre provider can readily identify that a particular parameter has been identified and in which particular conversation the parameter has occurred. Alternatively, or in addition, the occurrence of the parameter can be recorded, on any appropriate medium for later analysis.
Of course, the mere single occurrence of a parameter need not establish an output from such output means and the apparatus can be arranged such that an output is only provided once a decision rule associated with such parameter(s) has been satisfied. Such a decision rule can be arranged such that it depends on present and/or past values of the parameter under consideration and/or other parameters.
Further, once a particular conversation has been identified as exhibiting a particular predetermined parameter, or satisfying a decision rule associated with such parameters, the apparatus can be arranged to allow ready access to the telecommunications “line” upon which the conversation is occurring so that the conversation can be interrupted or suspended as required.
As mentioned previously, the apparatus can be arranged to function in real time or, alternatively, the apparatus can include recording means arranged particularly to record the telecommunications traffic for later monitoring and analysis.
Preferably, the apparatus includes means for reconstructing the signals of the telecommunications traffic to their original form so as, for example, to replay the actual speech as it was delivered to the telecommunications network and/or call-center.
The apparatus can therefore advantageously recall the level of amplification, or attenuation, applied to the signal so as to follow for the subsequent analysis of the originating signal with its original amplitude envelope.
Further, the apparatus may include feedback means arranged to control the means for monitoring the telecommunications signals responsive to an output from means being provided to identify the source of the conversation in which the parameter has been identified, or the decision rule associated with the parameter has been exceeded.
A further embodiment of the present invention comprises an implementation in which means for recording and analysing the monitored signals are built into the actual system providing the transmission of the original signals so that the invention can advantageously take the form of an add-in card to an Automatic Call Distribution System or any other telecommunications system.
Also, it will be appreciated that the present invention can be advantageously arranged so as to be incorporated into a call-centre and indeed the present invention can provide for such a call-centre including apparatus as defined above.
In accordance with another aspect of the present invention, there is provided a method of monitoring signals representing communications traffic, and comprising the steps of:
The invention is therefore particularly advantageous in allowing the monitoring of respective parts of an at least two-way conversation and which may include the of analysis of the interaction of those parts.
Of course, the method of the present invention can advantageously be arranged to operate in accordance with the further apparatus features defined above.
The invention is described further hereinafter, by way of example only, with reference to the accompanying drawings in which:
As mentioned above, the apparatus can advantageously form part of a call-centre in which a plurality of telephone conversations can be monitored so as to provide the call-centre operator with information relating to the “quality” of the service provided by the call-centre operatives. Of course, the definition of “quality” will vary according to the requirements of the particular call-centre and, more importantly, the requirements of the customers to that call-centre but typical examples are how well the call-centre operatives handle customers telephone calls, or how well an Interactive Voice Response System serves customers calling for, for example, product details.
The system generally comprises apparatus for the passive monitoring of voice or data signals, algorithms for the analysis of the monitored signals and, apparatus for the storage and reporting of the results of the analysis.
Optional features can include apparatus for recording the actual monitored signals particularly if real time operation is not required, and means for reconstructing the monitored signals into their original form so as to allow for, for example, replay of the speech signal.
The monitoring apparatus 16 embodying the present invention, comprises a digital voice recorder 18 which is arranged to monitor the two-way conversation traffic associated with the exchange switch 14 by way of high impedance taps 20, 22 which are connected respectively to signal lines 24, 26 associated with the exchange switch 14 (Step 302, FIG. 3). As will be appreciated by the arrows employed for the signal lines 24, 26, the high impedance tap 20 is arranged to monitor outgoing voice signals from the call-centre 10 whereas the high impedance tap 22 is arranged to monitor incoming signals to the call-centre 10. The voice traffic on the lines 24, 26 therefore form a two-way conversation between a call-centre operative using one of the terminals 12 and a customer (not illustrated).
The monitoring apparatus 16 embodying the present invention further includes a computer telephone link 28 whereby data traffic appearing at the exchange switch 14 can be monitored as required.
The digital voice recorder 18 is connected to a network connection 30 which can be in the form of a wide area network (WAN), a local area network (LAN) or an internal bus of a central processing unit of a computer.
Also connected to the network connection 30 is a replay station 32, a configuration management application station 34, a station 36 providing speech and/or data analysis engine(s) and also storage means comprising a first storage means 38 for the relevant analysis rules and the results obtained and a second storage means 40 for storage of the data and/or speech monitor.
The packet header is formatted so as to include the packet identification 48, the data format 50, a date and time stamp 52, the relevant channel number within which the data arises 54, the gain applied to the signal 56 and the data length 58.
The speech, or other data captured in accordance with the apparatus of the present invention, is found within the packet body 46 and within the format specified within the packet header 44.
The high impedance taps 20, 22 offer little or no effect on the transmission lines 24, 26 and, if not in digital form, the monitored signal is converted into digital form. For example, when the monitored signal comprises a speech signal, the signal is typically converted to a pulse code modulated (PCM) signal or is compressed as an Adaptive Differential PCM (ADPCM) signal.
Further, where signals are transmitted at a constant rate, the time of the start of the recordings is identified, for example by voltage or activity detection, i.e. so-called “vox” level detection, and the time is recorded. With asynchronous data signals, the start time of a data burst, and optionally the intervals between characters, may be recorded in addition to the data characters themselves.
The purpose of this is to allow a computer system to model the original signal to appropriate values of time, frequency and amplitude so as to allow the subsequent identification of one or more of the various parameters arising in association with the signal. The digital information describing the original signals is then analysed at station 36, in real time or later, to determine then required set of metrics, i.e. parameters, appropriate to the particular application.
A particular feature of the system is in recording the two directions of data transmission separately so allowing further analysis of information sent in each direction independently. In analogue telephone systems, this may be achieved by use of a four-wire (as opposed to two-wire) circuit whilst in digital systems, it is the norm to have the two directions of transmission separated onto separate wire pairs. In the data world, the source of each packet is typically stored alongside the contents of the data packet.
A further feature of the system is in recording the level of amplification or attenuation applied to the original signal. This may vary during the monitoring of even a single interaction (e.g. through the use of Automatic Gain Control Circuitry). This allows the subsequent reconstruction and analysis of the original signal amplitude.
Another feature of the system is that monitored data may be “tagged” with additional information such as customer account numbers by an external system (e.g. the delivery of additional call information via a call logging port or computer telephony integration (CTI) port).
The importance of each of the parameters and the way in which they can be combined to highlight particularly good or bad interactions is defined by the user of the system (Step 310, FIG. 3). One or more such analysis profiles can be held in the system. These profiles determine the weighting given to each of the above parameters.
The profiles are normally used to rank a large number of monitored conversations and to identify trends, extremes, anomalies and norms. “Drill-down” techniques are used to permit the user to examine the individual call parameters that result in an aggregate or average score and, further, allow the user to select individual conversations to be replayed to confirm or reject the hypothesis presented by the automated analysis.
A particular variant that can be employed in any embodiment of the present invention uses feedback from the user's own scoring of the replayed calls to modify its own analysis algorithms. This may be achieved using neural network techniques or similar giving a system that learns from the user's own view of the quality of recordings.
A variant of the system uses its own and/or the scoring/ranking information to determine its further patterns of operation i.e.
In many systems it is impractical to analyse all attributes of all calls hence a sampling algorithm may be defined to determine which calls will be analysed. Further, one or more of the parties can be identified (e.g. by calling-line identifier for the external party or by agent log-on identifiers for the internal party). This allows analysis of the call parameters over a number of calls handled by the same agent or coming from the same customer.
The system can use spare capacity on the digital signal processors (DSPs) that control the monitoring, compression or recording of the monitored signals to provide some or all of the analysis required (Step 304, FIG. 3). This allows analysis to proceed more rapidly during those periods when fewer calls are being monitored.
Spare CPU capacity on a PC at an agent's desk could be used to analyse the speech (Step 306, FIG. 3). This would comprise a secondary tap into the speech path being recorded as well as using “free” CPU cycles. Such an arrangement advantageously allows for the separation of the two parties, e.g. by tapping the headset/handset connection at the desk. This allows parameters relating to each party to be stored even if the main recording point can only see a mixed signal (Step 308, FIG. 3).
A further variant of the system is an implementation in which the systems recording and analysing the monitored signals are built into the system providing the transmission of the original signals (e.g. as an add-in card to an Automatic Call Distribution (ACD) system).
The apparatus illustrated is particularly useful for identifying the following parameters:
However, it should be appreciated that the invention could be adapted to identify parameters such as:
It will be appreciated that the illustrated and indeed any embodiments of the present invention can be set up as follows.
The Digital Trunk Lines (e.g. T1/E1) can be monitored trunk side and the recorded speech tagged with the direction of speech. A MediaStar Voice Recorder chassis can be provided typically with one or two E1/T1 cards plus a number of DSP cards for the more intense speech processing requirements.
Much of its work can be done overnight and in time, some could be done by the DSPs in the mediastar's own cards: It is also necessary to remove or at least recognise, periods of music, on-hold periods, IVR rather than real agents speaking etc. thus, bundling with Computer Integrated Telephony Services such as Telephony Services API (TSAPI) in many cases is appropriate.
Analysis and parameter identification as described above can then be conducted. However, as noted, if it is not possible to analyse all speech initially, analysis of a recorded signal can be conducted.
In any case the monitoring apparatus may be arranged to only search initially for a few keywords although re-play can be conducted so as to look for other keywords.
It should be appreciated that the invention is not restricted to the details of the foregoing embodiment. For example, any appropriate form of telecommunications network, or signal transmission media, can be monitored by apparatus according to this invention and the particular parameters identified can be selected, and varied, as required.
|Cited Patent||Filing date||Publication date||Applicant||Title|
|US3855418||Dec 1, 1972||Dec 17, 1974||Fuller F||Method and apparatus for phonation analysis leading to valid truth/lie decisions by vibratto component assessment|
|US4093821||Jun 14, 1977||Jun 6, 1978||John Decatur Williamson||Speech analyzer for analyzing pitch or frequency perturbations in individual speech pattern to determine the emotional state of the person|
|US4142067||Apr 11, 1978||Feb 27, 1979||Williamson John D||Speech analyzer for analyzing frequency perturbations in a speech pattern to determine the emotional state of a person|
|US4567512||Sep 28, 1983||Jan 28, 1986||World Video Library, Inc.||Recorded program communication system|
|US4837804||Jan 13, 1987||Jun 6, 1989||Mitsubishi Denki Kabushiki Kaisha||Telephone answering voiceprint discriminating and switching apparatus|
|US4866704||Mar 16, 1988||Sep 12, 1989||California Institute Of Technology||Fiber optic voice/data network|
|US4912701||Dec 23, 1987||Mar 27, 1990||Rockwell International Corporation||Packet switching module|
|US4914586||Nov 6, 1987||Apr 3, 1990||Xerox Corporation||Garbage collector for hypermedia systems|
|US4924488||Feb 23, 1989||May 8, 1990||Enforcement Support Incorporated||Multiline computerized telephone monitoring system|
|US4939771||Sep 20, 1989||Jul 3, 1990||At&T Bell Laboratories||Attendant-controlled call message delivery system and method|
|US4969136||Aug 8, 1986||Nov 6, 1990||Chamberlin David B||Communications network and method with appointment information communication capabilities|
|US4972461||Sep 20, 1989||Nov 20, 1990||At&T Bell Laboratories||Call message delivery system and method|
|US4975896||Aug 8, 1986||Dec 4, 1990||Agosto Iii Nicholas A D||Communications network and method|
|US5036539||Jul 6, 1989||Jul 30, 1991||Itt Corporation||Real-time speech processing development system|
|US5070526||Aug 8, 1990||Dec 3, 1991||Active Voice, Inc.||Signal analyzing system|
|US5101402||May 24, 1988||Mar 31, 1992||Digital Equipment Corporation||Apparatus and method for realtime monitoring of network sessions in a local area network|
|US5166971||Feb 24, 1992||Nov 24, 1992||Siemens Aktiengesellschaft||Method for speaker recognition in a telephone switching system|
|US5260943||Jun 16, 1992||Nov 9, 1993||Motorola, Inc.||TDM hand-off technique using time differences|
|US5274572||Mar 6, 1990||Dec 28, 1993||Schlumberger Technology Corporation||Method and apparatus for knowledge-based signal monitoring and analysis|
|US5309505||May 20, 1991||May 3, 1994||Inventions, Inc.||Automated voice system for improving agent efficiency and improving service to parties on hold|
|US5339203||Dec 21, 1993||Aug 16, 1994||Dictaphone Corporation||Apparatus and method of retrieving a message from a digital audio tape|
|US5353168||Nov 5, 1992||Oct 4, 1994||Racal Recorders Limited||Recording and reproducing system using time division multiplexing|
|US5355406||Mar 1, 1993||Oct 11, 1994||Vmx, Incorporated||Integrated application controlled call processing and messaging system|
|US5375068||Jun 3, 1992||Dec 20, 1994||Digital Equipment Corporation||Video teleconferencing for networked workstations|
|US5377051||Jan 13, 1993||Dec 27, 1994||Hitachi America, Ltd.||Digital video recorder compatible receiver with trick play image enhancement|
|US5390243||Nov 1, 1993||Feb 14, 1995||At&T Corp.||Telemarketing complex with automatic threshold levels|
|US5396371||Dec 21, 1993||Mar 7, 1995||Dictaphone Corporation||Endless loop voice data storage and retrievable apparatus and method thereof|
|US5398245||Oct 4, 1991||Mar 14, 1995||Bay Networks, Inc.||Packet processing method and apparatus|
|US5434797||Oct 20, 1994||Jul 18, 1995||Barris; Robert C.||Audio communication system for a computer network|
|US5434913||Nov 24, 1993||Jul 18, 1995||Intel Corporation||Audio subsystem for computer-based conferencing system|
|US5440624||Nov 10, 1992||Aug 8, 1995||Netmedia, Inc.||Method and apparatus for providing adaptive administration and control of an electronic conference|
|US5446603||Dec 21, 1993||Aug 29, 1995||Dictaphone Corporation||Method of retrieving messages at selected times from a digital audio tape|
|US5448420||Aug 2, 1993||Sep 5, 1995||Dictaphone Corporation||Method and a system for storing audio|
|US5475421||Jul 16, 1992||Dec 12, 1995||Digital Equipment Corporation||Video data scaling for video teleconferencing workstations communicating by digital data network|
|US5488570||Jun 29, 1994||Jan 30, 1996||Intel Corporation||Encoding and decoding video signals using adaptive filter switching criteria|
|US5488652||Apr 14, 1994||Jan 30, 1996||Northern Telecom Limited||Method and apparatus for training speech recognition algorithms for directory assistance applications|
|US5490247||Nov 24, 1993||Feb 6, 1996||Intel Corporation||Video subsystem for computer-based conferencing system|
|US5500795||Jul 6, 1994||Mar 19, 1996||Teknekron Infoswitch Corporation||Method and system for monitoring and controlling the performance of a call processing center|
|US5506872 *||Apr 26, 1994||Apr 9, 1996||At&T Corp.||Dynamic compression-rate selection arrangement|
|US5506954||Nov 24, 1993||Apr 9, 1996||Intel Corporation||PC-based conferencing system|
|US5508942||Jun 29, 1994||Apr 16, 1996||Intel Corporation||Intra/inter decision rules for encoding and decoding video signals|
|US5511003||Jun 29, 1994||Apr 23, 1996||Intel Corporation||Encoding and decoding video signals using spatial filtering|
|US5515296||Jun 29, 1994||May 7, 1996||Intel Corporation||Scan path for encoding and decoding two-dimensional signals|
|US5526407||Mar 17, 1994||Jun 11, 1996||Riverrun Technology||Method and apparatus for managing information|
|US5533103||Jun 7, 1995||Jul 2, 1996||Electronic Information Systems, Inc.||Calling system and method|
|US5535256||May 3, 1995||Jul 9, 1996||Teknekron Infoswitch Corporation||Method and system for automatically monitoring the performance quality of call center service representatives|
|US5535261||Aug 20, 1993||Jul 9, 1996||Gateway Technologies, Inc.||Selectively activated integrated real-time recording of telephone conversations|
|US5546324||Nov 22, 1994||Aug 13, 1996||Digital Equipment Corporation||Video teleconferencing for networked workstations|
|US5615296||Nov 12, 1993||Mar 25, 1997||International Business Machines Corporation||Continuous speech recognition and voice response system and method to enable conversational dialogues with microprocessors|
|US5623539||Jan 27, 1994||Apr 22, 1997||Lucent Technologies Inc.||Using voice signal analysis to identify authorized users of a telephone system|
|US5623609||Sep 2, 1994||Apr 22, 1997||Hal Trust, L.L.C.||Computer system and computer-implemented process for phonology-based automatic speech recognition|
|US5647834||Jun 30, 1995||Jul 15, 1997||Ron; Samuel||Speech-based biofeedback method and system|
|US5657383||Jun 6, 1995||Aug 12, 1997||Lucent Technologies Inc.||Flexible customer controlled telecommunications handling|
|US5696811||Jun 20, 1996||Dec 9, 1997||Teknekron Infoswitch Corporation||Method and system for automatically monitoring the performance quality of call center service representatives|
|US5712954||Aug 23, 1995||Jan 27, 1998||Rockwell International Corp.||System and method for monitoring audio power level of agent speech in a telephonic switch|
|US5717879||Nov 3, 1995||Feb 10, 1998||Xerox Corporation||System for the capture and replay of temporal data representing collaborative activities|
|US5719786||Feb 3, 1993||Feb 17, 1998||Novell, Inc.||Digital media data stream network management system|
|US5737405||Jul 25, 1995||Apr 7, 1998||Rockwell International Corporation||Apparatus and method for detecting conversation interruptions in a telephonic switch|
|US5764901||Dec 21, 1995||Jun 9, 1998||Intel Corporation||Record and playback in a data conference|
|US5787253||May 28, 1996||Jul 28, 1998||The Ag Group||Apparatus and method of analyzing internet activity|
|US5790798||May 31, 1996||Aug 4, 1998||Witness Systems, Inc.||Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location|
|US5802533||Aug 7, 1996||Sep 1, 1998||Walker; Randall C.||Text processor|
|US5818907||Aug 4, 1997||Oct 6, 1998||Teknekron Infoswitch Corporation||Method and system for automatically monitoring the performance quality of call center service representatives|
|US5818909||Sep 27, 1996||Oct 6, 1998||Van Berkum; Paul E.||Agent speech detector system and method for use with a telephonic switch|
|US5819005||Mar 29, 1996||Oct 6, 1998||Dictaphone Corporation||Modular digital recording logger|
|US5822727||Dec 21, 1995||Oct 13, 1998||At&T Corp||Method for automatic speech recognition in telephony|
|US5826180||Aug 16, 1994||Oct 20, 1998||Nice Systems Ltd.||Near homodyne radio frequency receiver|
|US5848388||Mar 25, 1994||Dec 8, 1998||British Telecommunications Plc||Speech recognition with sequence parsing, rejection and pause detection options|
|US5861959||Feb 6, 1997||Jan 19, 1999||Nice Systems, Ltd.||Facsimile long term storage and retrieval system|
|US5918213||Dec 22, 1995||Jun 29, 1999||Mci Communications Corporation||System and method for automated remote previewing and purchasing of music, video, software, and other multimedia products|
|US5937029||Aug 2, 1996||Aug 10, 1999||Nice Systems, Ltd.||Data logging system employing M N +1! redundancy|
|US5946375||May 12, 1997||Aug 31, 1999||Teknekron Infoswitch Corporation||Method and system for monitoring call center service representatives|
|US5960063||Jul 14, 1997||Sep 28, 1999||Kokusai Denshin Denwa Kabushiki Kaisha||Telephone speech recognition system|
|US5983183||Jul 7, 1997||Nov 9, 1999||General Data Comm, Inc.||Audio automatic gain control system|
|US5983186 *||Aug 20, 1996||Nov 9, 1999||Seiko Epson Corporation||Voice-activated interactive speech recognition device and method|
|US5999525||Nov 18, 1996||Dec 7, 1999||Mci Communications Corporation||Method for video telephony over a hybrid network|
|US6035017||Jan 24, 1997||Mar 7, 2000||Lucent Technologies Inc.||Background speech recognition for voice messaging applications|
|US6046824||Jul 24, 1997||Apr 4, 2000||Nice Systems, Ltd.||Facsimile long term storage and retrieval system|
|US6047060||Feb 20, 1998||Apr 4, 2000||Genesys Telecommunications Laboratories, Inc.||Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center|
|US6058163||May 12, 1997||May 2, 2000||Teknekron Infoswitch Corporation||Method and system for monitoring call center service representatives|
|US6108782||Jun 24, 1997||Aug 22, 2000||3Com Corporation||Distributed remote monitoring (dRMON) for networks|
|US6122665||Aug 26, 1998||Sep 19, 2000||Sts Software System Ltd.||Communication management system for computer network-based telephones|
|US6169904||Jul 8, 1993||Jan 2, 2001||Qwest Communications International Inc.||System and method for automatically distributing communications to selected locations|
|US6233234||Jun 3, 1997||May 15, 2001||Bell Atlantic Network Services, Inc.||Secure LAN/internet telephony|
|US6233256||Mar 12, 1997||May 15, 2001||Sarnoff Corporation||Method and apparatus for analyzing and monitoring packet streams|
|US6246752||Jun 8, 1999||Jun 12, 2001||Valerie Bscheider||System and method for data recording|
|US6246759||Sep 26, 1996||Jun 12, 2001||Rockwell International Corporation||Call overflow system and method for overflowing telephone calls between telephonic switches|
|US6249570||Jun 8, 1999||Jun 19, 2001||David A. Glowny||System and method for recording and storing telephone call information|
|US6252946||Jun 8, 1999||Jun 26, 2001||David A. Glowny||System and method for integrating call record information|
|US6252947||Jun 8, 1999||Jun 26, 2001||David A. Diamond||System and method for data recording and playback|
|US6282269||Dec 10, 1996||Aug 28, 2001||International Business Machines Corp.||Voice mail on the internet|
|US6288739||Sep 5, 1997||Sep 11, 2001||Intelect Systems Corporation||Distributed video communications system|
|US6320588||Apr 18, 1997||Nov 20, 2001||Compaq Computer Corporation||Audio/video storage and retrieval for multimedia workstations|
|US6330025||May 10, 1999||Dec 11, 2001||Nice Systems Ltd.||Digital video logging system|
|US6351762||Jun 7, 1996||Feb 26, 2002||Collaboration Properties, Inc.||Method and system for log-in-based video and multimedia calls|
|US6356294||Aug 11, 1998||Mar 12, 2002||8×8, Inc.||Multi-point communication arrangement and method|
|US6370574||Dec 16, 1998||Apr 9, 2002||Witness Systems, Inc.||Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location|
|US6404857||Feb 10, 2000||Jun 11, 2002||Eyretel Limited||Signal monitoring apparatus for analyzing communications|
|US6418214||Sep 25, 1997||Jul 9, 2002||British Telecommunications Public Limited Company||Network-based conference system|
|US6510220||Mar 12, 1998||Jan 21, 2003||Witness Systems, Inc.||Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location|
|US6538684||Nov 28, 1995||Mar 25, 2003||Canon Kabushiki Kaisha||Television conference system indicating time data|
|US6542602||Feb 14, 2000||Apr 1, 2003||Nice Systems Ltd.||Telephone call monitoring system|
|US6560323 *||Aug 1, 1997||May 6, 2003||T-Netix, Inc.||Computer-based method and apparatus for controlling, monitoring, recording and reporting telephone access|
|US6560328||Apr 3, 1997||May 6, 2003||Genesys Telecommunications Laboratories, Inc.||Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality|
|US6570967||Jun 7, 1995||May 27, 2003||Ronald A. Katz Technology Licensing, L.P.||Voice-data telephonic interface control system|
|US6603428 *||Mar 25, 2002||Aug 5, 2003||Trueposition, Inc.||Multiple pass location processing|
|US6668044||Jul 19, 2000||Dec 23, 2003||Xtend Communications Corp.||System and method for recording telephonic communications|
|US6690663||Jan 15, 1998||Feb 10, 2004||Mci Communications Corporation||Internet telephony system with automated call answering|
|US6728345||Jun 8, 2001||Apr 27, 2004||Dictaphone Corporation||System and method for recording and storing telephone call information|
|US6754181||Nov 18, 1996||Jun 22, 2004||Mci Communications Corporation||System and method for a directory service supporting a hybrid communication system architecture|
|US6757361||Feb 14, 2002||Jun 29, 2004||Eyretel Limited||Signal monitoring apparatus analyzing voice communication content|
|US6775372||Jun 2, 1999||Aug 10, 2004||Dictaphone Corporation||System and method for multi-stage data logging|
|US6785369||Jun 8, 2001||Aug 31, 2004||Dictaphone Corporation||System and method for data recording and playback|
|US6785370||Jun 8, 2001||Aug 31, 2004||Dictaphone Corporation||System and method for integrating call record information|
|US6865604||Oct 13, 2004||Mar 8, 2005||Sts Software Systems Ltd.||Method for extracting a computer network-based telephone session performed through a computer network|
|US6871229||Oct 13, 2004||Mar 22, 2005||Sts Software Systems Ltd.||Method for storing on a computer network a portion of a communication session between a packet source and a packet destination|
|US6873290 *||Apr 15, 2003||Mar 29, 2005||Trueposition, Inc.||Multiple pass location processor|
|US6880004||Oct 13, 2004||Apr 12, 2005||Sts Software Systems Ltd.||Method for restoring a portion of a communication session transmitted over a computer network|
|US6959079||Feb 19, 2003||Oct 25, 2005||Nice Systems Ltd.||Telephone call monitoring system|
|US7023383 *||Aug 11, 2004||Apr 4, 2006||Trueposition, Inc.||Multiple pass location processor|
|US7271765 *||May 5, 2005||Sep 18, 2007||Trueposition, Inc.||Applications processor including a database system, for use in a wireless location system|
|US20010043697||May 11, 1998||Nov 22, 2001||Patrick M. Cox||Monitoring of and remote access to call center activity|
|US20030095069 *||Mar 25, 2002||May 22, 2003||Stilp Louis A.||Multiple pass location processing|
|US20040017312 *||Apr 15, 2003||Jan 29, 2004||Anderson Robert J.||Multiple pass location processor|
|US20040028193||Nov 20, 2002||Feb 12, 2004||Usd Co., Ltd.||Multi-channel digital recording system and method using network|
|US20040064316||Sep 26, 2003||Apr 1, 2004||Gallino Jeffrey A.||Software for statistical analysis of speech|
|US20050024265 *||Aug 11, 2004||Feb 3, 2005||Trueposition, Inc.||Multiple pass location processor|
|US20050206566 *||May 5, 2005||Sep 22, 2005||True Position, Inc.||Multiple pass location processor|
|US20060262919 *||May 18, 2005||Nov 23, 2006||Christopher Danson||Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto|
|US20060265089 *||Mar 1, 2006||Nov 23, 2006||Kelly Conway||Method and software for analyzing voice data of a telephonic communication and generating a retention strategy therefrom|
|EP0510412B1||Apr 3, 1992||Jun 25, 1997||Siemens Business Communication Systems, Inc. (a Delaware corp.)||Voice and text annotation of a call log database|
|EP0833489A3||Sep 2, 1997||Sep 16, 1998||Eyretel Limited||Signal monitoring apparatus|
|EP0841832A2||Oct 29, 1997||May 13, 1998||AT&T Corp.||Promiscuous network monitoring utilizing multicasting within a switch|
|EP1319299B1||Sep 16, 2001||Dec 28, 2005||Nice Systems Ltd.||Communication management system for computer network based telephones|
|GB2257872B||Title not available|
|GB2352948A||Title not available|
|WO1997041674A||Title not available|
|WO2000028425A||Title not available|
|WO2000052916A||Title not available|
|1||"Speech Analytics-The Art of Automated Voice Analysis in the Contact Center," Robert Frances Group IT Agenda, Feb. 26, 2002, 4 pgs.|
|2||"Speech Analytics—The Art of Automated Voice Analysis in the Contact Center," Robert Frances Group IT Agenda, Feb. 26, 2002, 4 pgs.|
|3||Abadjieva, Elissaveta et al., "Applying Analysis of Human Emotional Speech to Enhance Synthetic Speech," The MicroCentre, Department of Mathematics and Computer Science, The University, Scotland, U.K., 1993, pp. 909-912.|
|4||Ades, Stephen, "An Architecture for Integrated Services on the Local Area Network," University of Cambridge, Computer Laboratory, Technical Report, No. 114, Sep. 1987, 177 pgs.|
|5||AG Group, Inc., About Satellite, at http://web.archive.org/web/19980206033053/www.aggroup.com/skyline (Feb. 6, 1998), 1 p.|
|6||Beckman, Mel, See and hear your network, at http://web.archive.org/web/19990224183147/macworld.zdnet.com/pages/june.96/Reviews.2144.html (Feb. 24, 1999), 3 pp.|
|7||Boggs, David R., "Pup: An Internetwork Architecture," IEEE Transaction on Communications, vol. COM-28, No. 4 (Apr. 1980), pp. 612-624.|
|8||Bullock, Darcy et al., "Roadway Traffic Control Software," IEEE Transactions on Control Systems Technology, vol. 2, No. 3, Sep. 1994, pp. 255-264.|
|9||Byun, Jae W. et al., "The Design and Analysis of an ATM Multicast Switch with Adaptive Traffic Controller," IEEE/ACM Transactions on Networking, vol. 2, No. 3, Jun. 1994, pp. 288-298.|
|10||Cahn, Janet E., "Generation of Affect in Synthesized Speech," Journal of the American Voice I/O Society, vol. 8, (Jul. 1990), pp. 1-19.|
|11||Callegati, Franco et al., "On the Dimensioning of the Leaky Bucket Policing Mechanism for Multiplexer Congestion Avoidance," IEEE, 1993, pp. 617-621.|
|12||Check Point, Check Point FireWall-1: Extensible Stateful Inspection, at http://web.archive.org/web/19980212235917/www.checkpoint.com/products/technology/page3.html (Feb. 12, 1998), 3 pp.|
|13||Check Point, Stateful Inspection in Action, at http://web.archive.org/web/19980212235911/www.checkpoint.com/products/technology/page2.html (Feb. 12, 1998), 4 pp.|
|14||Check Point, Supported Applications, at http://web.archive.org/web/19980212233542/www.checkpoint.com/products/technology/index.html (Feb. 12, 1998), 6 pp.|
|15||Clark, David D. et al., Supporting Real-Time Applications in an Integrated Services Packet Network: Architecture and Mechanism, Conference Proceedings on Communications Architectures & Protocols (Aug. 17-20, 1992).|
|16||Clark, main loop for internet protocol (WSISTS066835-WSISTS066838), Dec. 3, 1979.|
|17||Cohen, D. "A Voice Message System", Proceedings of the IFIP TC-6 International Symposium on Computer Message Systems, Computer Message Systems, edited by Ronald P. Uhlig, Bell Northern Research Limited, Ottawa, Canada, Apr. 6-8, 1981, pp. 17-28.|
|18||Cohen, D. "On Packet Speech Communication", Proceeds of the Fifth International Conference, Computer Communication, Increasing Benefits to Society, The International Council for Computer CommunicationHosted by American Telephone and Telegraph Company., Atlanta, Georgia, Oct. 27-30, 1980, pp. 269-274.|
|19||Cohen, Danny "Using Local Area Networks for Carrying Online Voice," Proceedings of the IFIP TC 6 International In-Depth Symposium on Local Computer Networks, edited by Piercarlo Ravasio, Ing. Olivetti & C.S.p.A., Ivrea, Italy, Greg Hopkins, The MITRE Corporation, Medford, Massachusettes, and Najah Naffah, INRIA, Le Chesnay, France, North Holland Publishing Company, Florence, Italy, Apr. 19-21, 1982, pp. 13-21.|
|20||Cohen, Danny et al., "A Network Voice Protocol NVP-II," USC/ISI, ISI/RR-81-90, Apr. 1, 1981, 75 pgs.|
|21||Cohen, Danny, "Packet communication of online speech", USCI, Information Sciences Institute, Marina del Rey, CA, National Computer Conference, 1981, pp. 169-176.|
|22||Cohen, Danny, NWG/RFC 741, "Specification for the Network Voice Protocol (NVP)", ISI, DC, Nov. 22, 1977, 40 pages.|
|23||Cohen, Danny, USC/ISI, Summary of the ARPA/Ethernet Community Meeting, Xerox-PARC, Nov. 1979, 16 pgs.|
|24||Communications Solutions CTI News, at http://www.tmcnet.com/articles/ctimag/0699/0699news.htm, Jun. 1999.|
|25||CTI News, Year End Issue, New Products From Amtelco XDS, Technology Marketing Corporation, 2007, 18 pgs.|
|26||Emmerson, Bob et al., "The Surging CTI Tide," Byte, Nov. 1996, 3 pgs.|
|27||Engineering and Operations in the Bell System (Second edition), Members of the Technical Staff and the Technical Publication Department, AT&T Bell Laboratories, Murray Hill, New Jersey, 1984, 6 pages.|
|28||Erimli, Bahadir et al., "On Worst Case Traffic in ATM Networks," The Institution of Electrical Engineers, IEE, Savoy Place, London, U.K., 1995, 12 pages.|
|29||Frick, Robert W., "Communicating Emotion: The Role of Prosodic Features," Psychological Bulletin, vol. 97, No. 3, 1985, pp. 412-429.|
|30||Glover, Mark V., "Internetworking: Distance Learning ‘To Sea’ via Disktop Videoconferencing Tools and IP Multicast Protocols" (Mar. 1998) (unpublished M. Sc. Thesis, Naval Postgraduate School, Monterey, California).|
|31||Glover, Mark V., "Internetworking: Distance Learning 'To Sea' via Disktop Videoconferencing Tools and IP Multicast Protocols" (Mar. 1998) (unpublished M. Sc. Thesis, Naval Postgraduate School, Monterey, California).|
|32||Hamel, Gary et al., "Strategic Intent," Harvard Business Review (HBR), (May-Jun. 1989), 14 pgs.|
|33||Hargadon, Andrew et al., "Building an Innovation Factory," Harvard Business Review (HBR OnPoint), Product No. 6102 (May-Jun. 2000), pp. 1, 3-17.|
|34||Herrell, Elizabeth, "Genesys And VoiceGenie: Speech Leaders Merge," QuickTake, Forrester Research, Apr. 11, 2006, 2 pgs.|
|35||Herrell, Elizabeth, "Telephony @Work Globalizes Contact Center Platform with Multi-Lingual Support," IdeaByte, copyright 2002 Giga Information Group, Mar. 11, 2002, 1 pg.|
|36||Hirschberg, Julia et al., "Experiments in Emotional Speech," Columbia University (Feb. 18, 2003), 4 pgs.|
|37||Hirschberg, Julia et al., "Prosodic and Other Cues to Speech Recognition Failures," Department of Elsevier B.V., Speech Communication, vol. 43 (2004) pp. 155-175.|
|38||Hirschberg, Julia et al., "The influence of pitch range, duration, amplitude and spectral features on the interpretation of the rise-fall-rise intonation contour in English," Journal of Phonetics, vol. 20, (1992) pp. 241-251.|
|39||Holfelder, W., "Interactive Remote Recording and Playback of Multicase Videoconferences," in Interactive Distributed Multimedia Systems and Telecommunications Services, 4th International Workshop, IDMS '97, Darmstadt, Germany, 450-463 (Sep. 10-12, 1997 Proceedings, Steinmetz, R. and Wolf, L. Eds).|
|40||Holfelder, Wieland, Tenet Group, International Computer Science Institute and University of California, "VCR(1), MBone VCR-Mbone Video Conference Recorder", Berkeley, CA, Nov. 5, 1995, pp. 1-8.|
|41||Holfelder, Wieland, Tenet Group, International Computer Science Institute and University of California, "VCR(1), MBone VCR—Mbone Video Conference Recorder", Berkeley, CA, Nov. 5, 1995, pp. 1-8.|
|42||Howell, Peter et al., "Development of a Two-Stage Procedure for the Automatic Recognition of Dysfluencies in the Speech of Children Who Stutter: I. Psychometric Procedures Appropriate for Selection of Training Material for Lexical Dysfluency Classifiers," University College London, Department of Psychology, J Speech Lang Hear Res., vol. 40, Issue 5, (Oct. 1997), pp. 1073-1084.|
|43||Howell, Peter et al., "Development of a Two-Stage Procedure for the Automatic Recognition of Dysfluencies in the Speech of Children Who Stutter: II. ANN Recognition of Repetitions and Prolongations With Supplied Word Segment Markers," University College London England, UKPMC Funders Group, J Speech Lang Hear Res., vol. 40, Issue 5, (Oct. 1997), pp. 1085-1096.|
|44||Information Sciences Institute, University of Southern California, Marina del Rey, "RFC:791 Internet Protocol DARPA Internet Program Protocol Specification", Prepared for Defense Advanced Research Projects Agency Information Processing Techniques Office, Arlington, VA, Sep. 1981, pp. 1-45.|
|45||Intel Corporation, Intel Internet Video Phone Trial Applet 2.1: The Problems and Pitfalls of Getting H.323 Safely Through Firewalls, at web.archive.org/web/19980425132417//http://support.intel.com/support/videophone/trial21/h323_wpr.htm#a18 (Apr. 24, 1998), 32 pp.|
|46||Lazarus, David, "Now call centers can make Nice on Phone," SFGate.com, Jan. 30, 2005, 4 pgs.|
|47||Lieberman et al., "Some Aspects of Fundamental Frequency and Envelope Amplitude as Related to the Emotional Content of Speech", The Journal of the Acoustical Society of America, vol. 34, previously presented. 922-927 (Jul. 1962).|
|48||Magar, Surendar S. et al., "A Microcomputer with Digital Signal Processing Capability," Session II: Digital Signal Processors, ISSCC 82, IEEE, 1982, 4 pages.|
|49||Mash Research Team, Archive Tools Overview (last modified Aug. 30, 1997), at http://web.archive.org/web/19980209092409/mash.cs.berkeley.edu/mash/software/archive-usage.html (archived Feb. 9, 1998).|
|50||Mash Research Team, Player, at web.archive.org/web/19980209092521/mash.cs.berkeley.edu/mash (Feb. 9, 1998), 3 pp.|
|51||Mash Research Team, Recorder, at http://web.archive.org/web/19980209092445/mash.cs.berkeley.edu/mash/software/recorder-usage.html (archived Feb. 9, 1998).|
|52||Mash Research Team, vic-video conference, at http://web.archive.org/web/19980209092254/mash.cs.berkeley.edu/mash (Feb. 9, 1998), 11 pp.|
|53||Maxemchuk, N.F., "An Experimental Speech Storage and Editing Facility," American Telephone and Telegraph Company, The Bell System Technical Journal, vol. 59, No. 8 (Oct. 1980), pp. 1383-1395.|
|54||McCanne, et al., "The BSD Packet Filter: A New Architecture for User-level Packet Capture," Lawrence Berkeley Laboratory, Berkeley, California, (preprint of paper to be presented at the 1993 Winter USENIX conference, Jan. 25-29, 1993, San Diego, California), (Dec. 19, 1992), 11 pgs.|
|55||Nance, Barry, "Your PC's Ringing-Answer It!," CMP Media LLC, Byte Digest, Byte.com, (archived Feb. 1997), 5 pgs.|
|56||Nance, Barry, "Your PC's Ringing—Answer It!," CMP Media LLC, Byte Digest, Byte.com, (archived Feb. 1997), 5 pgs.|
|57||Network Resource Group of Lawrence Berkeley National Laboratory, vat-LBNL Audio Conferencing Tool, at web.archive.org/web/19980126183021/www.nrg.ee.lbl.gov/vat (Jan. 26, 1998), 5 pp.|
|58||Neustein, Amy, "Sequence Package Analysis: A Data Mining Tool to Speed Up Wiretap Analysis," Linguistic Technology Systems, Edgewater, New Jersey, presented at AVIOS May 10, 2002, 4 pgs.|
|59||Neustein, Amy, "Using Sequence Package Analysis to Improve Natural Language Understanding," Linguistic Technology Systems, New York, New York, Kluwer Academic Publishers, International Journal of Speech Technology vol. 4 (2001), pp. 31-44.|
|60||Neustein, Ph.D., Amy, "Sequence Package Analysis: A New Natural Language Understanding Method for Performing Data Mining of Help-Line Calls and Doctor-Patient Interviews," Linguistic Technology Systems, Edgewater, New Jersey, published proceedings of the Natural Language Understanding and Cognitive Science Workshop at the 6th ICEIS (University of Portugal, Arp. 13, 2004), 11 pgs.|
|61||Nice Systems Ltd.'s content analysis package, "Emotion Detection," Ra'Anana, Israel, 2005, 33 pages.|
|62||Nice Systems, Inc. and Nice Systems, Ltd.'s Local Patent Rule (LPR) 4.3 Disclosures (including claim chart) submitted to the Court in Witness Systems, Inc. v. Nice Systems, Inc. and Nice Systems, Ltd., U.S. District Court Northern District of Georgia, Atlanta Division, Case No. 1:06-CV-00126-RLV on May 1, 2006, 236 pgs.|
|63||Nice Systems, Inc. and Nice Systems, Ltd.'s Second Supplemental Local Patent Rule 4.3 Disclosures submitted to the Court in Witness Systems, Inc. v. Nice Systems, Inc. and Nice Systems, Ltd., District Court Northern District of Georgia, Atlanta Division, Case No. 1:06-CV-00126-TCB on Oct. 23, 2007, 6 pgs.|
|64||Nice Systems, Inc. and Nice Systems, Ltd.'s Supplemental Local Patent Rule 4.3 Disclosures (including claim chart) submitted to the Court in Witness Systems, Inc. v. Nice Systems, Inc. and Nice Systems, Ltd., District Court Northern District of Georgia, Atlanta Division, Case No. 1:06-CV-00126-TCB on Sep. 28, 2007, 131 pgs.|
|65||Nicholson, Robert T., "Integrating Voice in the Office World," Byte Publications Inc., McGraw-Hill, vol. 8, No. 12 (Dec. 1983), pp. 177-184.|
|66||Ober, Katie, "Assessing Validity of Computerized Voice Stress Analysis," study conducted at Edinboro University of Pennsylvania, presented at the 31st Annual Western Pennsylvania Undergraduate Psychology Conference-Mercyhurst College, Erie, Pennsylvania, Apr. 2003, 2 pgs.|
|67||Ober, Katie, "Assessing Validity of Computerized Voice Stress Analysis," study conducted at Edinboro University of Pennsylvania, presented at the 31st Annual Western Pennsylvania Undergraduate Psychology Conference—Mercyhurst College, Erie, Pennsylvania, Apr. 2003, 2 pgs.|
|68||O'Mahony, Dr. Donal, Networks & Telecommunications Research Group, Trinity College Dublin, 1998, 80 pgs.|
|69||Oppenheim, Alan V. et al., "Digital Signal Processing," Prentice-Hall, Inc., Englewood Cliffs, New Jersey, 1974, 4 pages.|
|70||Parnes, Peter et al., mMOD: The Multicast Media-on-Demand System, Lulea University of Technology, Sweden, Mar. 6, 1997.|
|71||Postel, Jonathan B. et al., The ARPA Internet Protocol, Computer Networks: The International Journal of Distributed Informatique, vol. 5, No. 4 (Jul. 1981).|
|72||Posting of Brett Eldridge to muc.lists.firewalls: MS NetMeeting 2.0 and Raptor Eagle vers 4.0, at groups-beta.google.com/groups/muc.lists.firewalls/browse_thread/thread/ec0255b64bf36ad4?tvc=2 (May 2, 1997, 3 pp.|
|73||Posting of Dameon D. Welch-Abernathy, Re: [fw1-wizards] tcpdump for solaris 2.6, at http://oldfaq.phoneboy.com/gurus/200007/msg00081.html, Jul. 18, 2000.|
|74||Posting of Michael Pelletier to comp. security.firewalls: Netmeeting through a packet filter, at http://groups-beta.google.com/group/comp.security.firewalls/browse_thread/thread/c14c3ac7d190a58/a4010ede22ff83a0, Jan. 23, 1998, 4 pgs.|
|75||Press Release, PhoNet Communications Ltd., "PhoNet Communications Introduces PhoNetWork For Voice Calls over Intranets or the Internet," Oct. 10, 1997, 1 pg.|
|76||Press Release, PhoNet Communications Ltd., "PhoNet Introduces EtherPhone: The First Data PBX Solution to Offer Toll Quality, Scalability, and Fault Tolerance Regardless of Network Topology," Oct. 10, 1997, 2 pgs.|
|77||Press Release, RADCOM, Breakthrough Internetworking Application for Latency & Loss Measurements from RADCOM, at web.archive.org/web/19980527022443/www.radcom-inc.com/press21.htm (May 27, 1998), 2 pp.|
|78||Press Release, RADCOM, New VoIP Testing Applications from RADCOM, at www.radcom.com/radcom/about/pr020999.htm, Feb. 9, 1999, 2 pgs.|
|79||Press Release, RADCOM, RADCOM Adds UNI 4.0 Signalling and MPEG-II Support to ATM Analysis Solutions, at web.archive.org/web/19980527022611/www.radcom-inc.com/press13.htm (May 27, 1998), 1 p.|
|80||Rabiner, Lawrence R., "A Tutorial on Hidden Markov Models and Selected Applications in Speech Recognition," Proceedings of the IEEE, vol. 77, No. 2 (Feb. 1989), pp. 257-286.|
|81||RADCOM, Prism200 Multiport WAN/LAN/ATM Analyzer, at web.archive.org/web/19980527020144/www.radcom-inc.com/pro-pl.htm (May 27, 1998), 3 pp.|
|82||RADCOM, PrismLite: Portable WAN/LAN/ATM Protocol Analyzer, at http://web.archive.org/web/19980527020156/www.radcom-inc.com/pro-p2.htm (May 27, 1998), 3 pp.|
|83||RADCOM, Supported Protocols, at web.archive.org/web/19980527014033/www.radcom-inc.com/protocol.htm (May 27, 1998), 10 pp.|
|84||Rose, Richard C., "Discriminant Wordspotting Techniques for Rejecting Non-Vocabulary Utterances in Unconstrained Speech," IEEE, 1992, pp. 105-108.|
|85||Ruiz, Antonio, Voice and Telephony Applications for the Office Workstation, 1st International Conference on Computer Workstations, IEEE Computer Society Press (Nov. 11-14, 1985).|
|86||Russ, Donna, "Speech Recognition: Ripe for the Picking," Customer Interface (Jun. 2002), 3 pgs.|
|87||Saltzer, Jerome H. et al., "The Desktop Computer as a Network Participant," IEEE Journal on Selected Areas in Communications, vol. SAC-3, No. 3 (May 1985), pp. 468-478.|
|88||Schmandt, Chris et al., "An Audio and Telephone Server for Multi-Media Workstations," Media Laboratory, Massachusettes Institute of Technology, IEEE, 1988, pp. 150-159.|
|89||Schooler, Eve M. et al., "A Packet-switched Multimedia Conferencing System," University of Southern California, Information Sciences Institute, Marina del Rey, California, Reprinted from the ACM SIGOIS Bulletin, vol. 1, No. 1 (Jan. 1989), pp. 12-22.|
|90||Schuett, A. et al., A Soft State Protocol for Accessing Multimedia Archives, Proc. 8th International Workshop on Network and Operating System Support for Digital Audio and Video (NOSSDSV), Jul. 1988, 11 pgs.|
|91||Schulzrinne, Henning, "NeVoTImplement and Program Structure", GMD Fokus, Berlin, Feb. 9, 1996, pp. 1-16.|
|92||Schulzrinne, Henning, "Voice Communication Across the Internet: A Network Voice Terminal", Dept. of Electrical and Computer Engineering, Dept of Computer Science, Univ. of Massachusetts, Amherst, MA Jul. 29, 1992, pp. 1-34.|
|93||Simpson, David, Viewing RTPDump Files, at http://bmrc.berkeley.edu/˜davesimp/viewingNotes.html (Oct. 12, 1996), 1 p.|
|94||So-Lin Yen et al. "Intelligent MTS Monitoring System", Oct. 1994, pp. 185-187, Scientific and Research Center for Criminal Investigation, Taiwan, Republic of China.|
|95||Southcott, C.B. et al., "Voice Control of the Pan-European Digital Mobile Radio System," IEEE, 1989, pp. 1070-1074.|
|96||Speech Processing Peripheral (SPP) User's Manual, Adams-Russell Company, Inc., Digital Processing Division, Waltham, Massachusettes, Oct. 2, 1984, 64 pgs.|
|97||Swinehart, D.C. et al., Adding Voice to an Office Computer Network, IEEE Global Telecommunications Conference, San Diego, California, Conference Record vol. 1 of 3 (Nov. 28-Dec. 1, 1983.|
|98||Swinehart, Daniel C., Telephone Management in the Etherphone System, IEEE/IEICE Global Telecommunications Conference, Tokyo Conference Proceedings, vol. 2 of 3 (1987).|
|99||Telecommunication Standardization Sector of International Telecommunication Union, Recommendation H.225 Call Signaling Protocols and Media Stream Packetization for Packet-Based Multimedia Communication Systems, Feb. 1998 (WSIST50000177-331).|
|100||Telecommunication Standardization Sector of International Telecommunication Union, Recommendation H.245 Control Protocol for Multimedia Communication, Feb. 1998.|
|101||Telecommunication Standardization Sector of International Telecommunication Union, Recommendation H.323 Packet-Based Multimedia Communication Systems, Feb. 1998 (WSIST5000049-176).|
|102||Terry, Douglas B. and Daniel C. Swinehart, "Managing Stored Voice in the Etherphone System", Computer Science Laboratory, Xerox Palo Alto Research Center, 1987, pp. 103-104.|
|103||Terry, Douglas B. et al., Managing Stored Voice in the Etherphone System, ACM Transactions on Computer Systems, vol. 6, No. 1, ACM 0734-2071/88/0200-0003 (Feb. 1988).|
|104||Terry, Douglas B., Distributed System Support for Voice in Cedar, Proc. Of Second European SIGOPS Workshop on Distributed Systems (Aug. 1986).|
|105||Thomas, Robert H. et al., "Diamond: A Multimedia Message System Built on a Distributed Architecture," IEEE, (Dec. 1985), pp. 65-78.|
|106||Thomke, Stefan, "Enlightened Experimentation: The New Imperative for Innovation," Harvard Business Review (HBR OnPoint), Product No. 6099 (Feb. 2001), pp. 1, 31-47.|
|107||Touchstone Technologies, Inc., "Voice and Video over IP Test Solutions," Hatboro, Pennsylvania, (Sep. 19, 2006), 3 pgs.|
|108||Vin, Harrick M. et al., Multimedia Conferencing in the Etherphone Environment, IEEE Computer Society Press, vol. 24, Issue 10 (Oct. 1991).|
|109||Von Hippel, Eric et al., "Creating Breakthrough at 3M," Harvard Business Review (HBR OnPoint), Product No. 6110 (Sep.-Oct. 1999), pp. 1, 19-29, 47.|
|110||Waldbusser, S., RFC 1757—Remote Network Monitoring Management Information Base, at http://www.faqs.org/rfcs/rfc1747.html (Feb. 1995), 65 pp.|
|111||Wessler, Dr. Barry, Rebuttal Expert Report, submitted to the Court in STS Software Systems Ltd. v. Witness systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 6, 2007, 38 pages.|
|112||Willis, David, "Hear it for yourself: Audio Samples from our H.323 test, Network Computing," at http://www.nwc.com/1001/1001ws2.html, Jan. 11, 1999.|
|113||Willis, David, "Voice Over IP, The Way It Should Be," Network Computing, at http://www.nwc.com/1001/1001ws12.html, Jan. 11, 1999.|
|114||Wilpon, Jay G. et al., "Automatic Recognition of Keywords in Uncontrained Speech Using Hidden Markov Models," IEEE Transactions on Acoustic, Speech, and Signal Processing, vol. 38, No. 11, Nov. 1990, pp. 1870-1878.|
|115||Witness Systems, Inc., claim chart exhibits from Expert Report of Dr. David D. Clark on Invalidity (Exhibit L—43 pgs.; Exhibit M—19 pgs.; Exhibit N—94 pgs.; Exhibit O—61 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|116||Witness Systems, Inc., claim chart exhibits from Expert Report of Dr. David D. Clark on Invalidity (Exhibit P—13 pgs.; Exhibit Q—13 pgs.; Exhibit R—22 pgs.; Exhibit S—50 pgs.; Exhibit T—24 pgs.; Exhibit U—66 pgs.; Exhibit V—41 pgs.; Exhibit W—36 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|117||Witness Systems, Inc., claim chart exhibits from Rebuttal Expert Report of Dr. David D. Clark (Exhibit P—12 pgs.; Exhibit Q—12 pgs.; Exhibit R—19 pgs.; Exhibit S—47 pgs.; Exhibit U—63 pgs.; Exhibit V—37 pgs.; and Exhibit W—32 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|118||Witness Systems, Inc., Expert Report of Danny Cohen on Invalidity (28 pgs) with claim cart Exhibit C (44 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Sep. 19, 2007.|
|119||Witness Systems, Inc., Expert Report of Dr. David D. Clark on Invalidity (60 pgs.), with claim chart exhibits (Exhibit E—38 pgs.; Exhibit F—23 pgs.; Exhibit G—37 pgs.; Exhibit H—32 pgs.; Exhibit I—62 pgs.; Exhibit J—39 pgs.; and Exhibit K—41 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|120||Witness Systems, Inc., Expert Report of Dr. Jeffrey S. Vitter on Invalidity (including claim chart), submitted to the Court in Nice Systems Inc. and Nice Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, for the District of Delaware, Case No. 06-311-JJF on Dec. 21, 2007 (85 pgs).|
|121||Witness Systems, Inc., Expert Report of John Henits on Validity Issues, submitted to the Court in Nice Systems Inc. and Nice Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, for the District of Delaware, Case No. 06-311-JJF on Dec. 31, 2007 (99 pgs).|
|122||Witness Systems, Inc., Expert Report of Stephen L. Casner on Invalidity (39 pgs) with claim chart exhibits (Exhibit E-20 pgs; Exhibit F-24 pgs; Exhibit G-20 pgs; Exhibit H-41 pgs; Exhibit I-19 pgs; Exhibit J-20 pgs; Exhibit K-29 pgs; and Exhibit L-30 pgs), submitted to the Court in Sts Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Sep. 21, 2007.|
|123||Witness Systems, Inc., Expert Report of Stephen L. Casner on Invalidity (39 pgs) with claim chart exhibits (Exhibit E—20 pgs; Exhibit F—24 pgs; Exhibit G—20 pgs; Exhibit H—41 pgs; Exhibit I—19 pgs; Exhibit J—20 pgs; Exhibit K—29 pgs; and Exhibit L—30 pgs), submitted to the Court in Sts Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Sep. 21, 2007.|
|124||Witness Systems, Inc., Fourth Supplemental Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Mar. 22, 2007, 69 pages.|
|125||Witness Systems, Inc., Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Apr. 25, 2005, 36 pgs.|
|126||Witness Systems, Inc., Rebuttal Expert Report of Dr. Danny Cohen (53 pages) with claim chart Exhibit C (44 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|127||Witness Systems, Inc., Rebuttal Expert Report of Dr. David D. Clark (115 pgs.), with claim chart exhibits (Exhibit E—35 pgs.; Exhibit J—36 pgs.; Exhibit O—58 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|128||Witness Systems, Inc., Rebuttal Expert Report of Stephen Casner (75 pgs) with claim chart exhibits (Exhibit E-17 pgs; Exhibit F-21 pgs; Exhibit H-38 pgs; Exhibit L-26 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|129||Witness Systems, Inc., Rebuttal Expert Report of Stephen Casner (75 pgs) with claim chart exhibits (Exhibit E—17 pgs; Exhibit F—21 pgs; Exhibit H—38 pgs; Exhibit L—26 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|130||Witness Systems, Inc., Second Supplemental Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Jan. 29, 2007, 48 pgs.|
|131||Witness Systems, Inc., Supplemental Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Sep. 9, 2005, 19 pgs.|
|132||Witness Systems, Inc., Third Supplemental Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Feb. 20, 2007, 20 pgs.|
|133||Zellweger, Polle T., Douglas B. Terry, and Daniel C. Swinehart, "An Overview of the Etherphone System and Its Applications", Xerox Palo Alto Research Center, Palo Alto, CA, 1988, pp. 160-168.|
|Citing Patent||Filing date||Publication date||Applicant||Title|
|US8817964||Feb 11, 2008||Aug 26, 2014||International Business Machines Corporation||Telephonic voice authentication and display|
|US9049197||Aug 30, 2013||Jun 2, 2015||Genesys Telecommunications Laboratories, Inc.||System and method for handling call recording failures for a contact center|
|US9065830||Aug 30, 2013||Jun 23, 2015||Genesys Telecommunications Laboratories, Inc.||Network recording and speech analytics system and method|
|US9178989||Aug 30, 2013||Nov 3, 2015||Genesys Telecommunications Laboratories, Inc.||Call event tagging and call recording stitching for contact center call recordings|
|US9294615||Sep 5, 2014||Mar 22, 2016||Genesys Telecommunications Laboratories, Inc.||System and method for handling call recording failures for a contact center|
|US9479641||Oct 1, 2013||Oct 25, 2016||Interactive Intelligence Group, Inc.||System and method for routing a communication utilizing scoring|
|US9565296||Nov 2, 2015||Feb 7, 2017||Genesys Telecommunications Laboratories, Inc.||Call event tagging and call recording stitching for contact center call recordings|
|US9596344||Aug 30, 2013||Mar 14, 2017||Genesys Telecommunications Laboratories, Inc.||System and method for encrypting and recording media for a contact center|
|US20080195395 *||Feb 8, 2007||Aug 14, 2008||Jonghae Kim||System and method for telephonic voice and speech authentication|
|US20090202060 *||Feb 11, 2008||Aug 13, 2009||Kim Moon J||Telephonic voice authentication and display|
|US20110044447 *||Aug 21, 2009||Feb 24, 2011||Nexidia Inc.||Trend discovery in audio signals|
|U.S. Classification||379/67.1, 704/275|
|International Classification||H04M3/36, H04M3/51, H04M7/12, H04M3/22, H04M3/42, G10L17/00, G10L17/26, H04M1/64|
|Cooperative Classification||H04M3/2272, H04M2201/40, H04M3/5175, G10L17/26, H04M3/42323, G10L17/00, H04M3/42221, G10L15/26|
|European Classification||G10L17/00U, G10L15/26A, H04M3/51S, G10L17/26|
|Feb 5, 2007||AS||Assignment|
Owner name: EYRETEL LIMITED, UNITED KINGDOM
Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNORS:BLAIR, CHRISTOPHER DOUGLAS;KEENAN, ROGER LOUIS;SIGNING DATES FROM 19970915 TO 19970916;REEL/FRAME:018850/0067
Owner name: WITNESS SYSTEMS, INC., GEORGIA
Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNOR:EYRETEL LIMITED, DBA WITNESS SYSTEMS LTD.;REEL/FRAME:018850/0108
Effective date: 20060117
|May 2, 2011||AS||Assignment|
Owner name: CREDIT SUISSE AG, NEW YORK
Free format text: SECURITY AGREEMENT;ASSIGNOR:VERINT AMERICAS INC.;REEL/FRAME:026207/0203
Effective date: 20110429
|Mar 29, 2013||AS||Assignment|
Owner name: VERINT AMERICAS INC., GEORGIA
Free format text: CHANGE OF NAME;ASSIGNOR:WITNESS SYSTEMS, INC.;REEL/FRAME:030112/0585
Effective date: 20070525
|Oct 21, 2013||AS||Assignment|
Owner name: CREDIT SUISSE AG, CAYMAN ISLANDS BRANCH, AS COLLAT
Free format text: GRANT OF SECURITY INTEREST IN PATENT RIGHTS;ASSIGNOR:VERINT AMERICAS INC.;REEL/FRAME:031465/0450
Effective date: 20130918
Owner name: VERINT VIDEO SOLUTIONS INC., NEW YORK
Free format text: RELEASE OF SECURITY INTEREST IN PATENT RIGHTS;ASSIGNOR:CREDIT SUISSE AG, CAYMAN ISLANDS BRANCH, AS COLLATERAL AGENT;REEL/FRAME:031448/0373
Effective date: 20130918
Owner name: VERINT SYSTEMS INC., NEW YORK
Free format text: RELEASE OF SECURITY INTEREST IN PATENT RIGHTS;ASSIGNOR:CREDIT SUISSE AG, CAYMAN ISLANDS BRANCH, AS COLLATERAL AGENT;REEL/FRAME:031448/0373
Effective date: 20130918
Owner name: VERINT AMERICAS INC., NEW YORK
Free format text: RELEASE OF SECURITY INTEREST IN PATENT RIGHTS;ASSIGNOR:CREDIT SUISSE AG, CAYMAN ISLANDS BRANCH, AS COLLATERAL AGENT;REEL/FRAME:031448/0373
Effective date: 20130918
|Jun 30, 2017||AS||Assignment|
Owner name: VERINT AMERICAS INC., NEW YORK
Free format text: RELEASE BY SECURED PARTY;ASSIGNOR:CREDIT SUISSE AG, CAYMAN ISLANDS BRANCH;REEL/FRAME:043066/0473
Effective date: 20170629
|Jul 21, 2017||AS||Assignment|
Owner name: JPMORGAN CHASE BANK, N.A., AS COLLATERAL AGENT, IL
Free format text: GRANT OF SECURITY INTEREST IN PATENT RIGHTS;ASSIGNOR:VERINT AMERICAS INC.;REEL/FRAME:043293/0567
Effective date: 20170629