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1. ZA2003/01644 - METHOD, APPARATUS AND SYSTEM FOR CAPTURING AND ANALYZING INTERACTION BASED CONTENT

Office South Africa
Application Number 2003/01644
Application Date 27.02.2003
Publication Number 2003/01644
Publication Date 28.04.2004
Publication Kind B
IPC
G PHYSICS
06
COMPUTING; CALCULATING; COUNTING
F
ELECTRIC DIGITAL DATA PROCESSING
CPC
G06Q 30/02
G06Q 30/0201
H04M 3/5175
Y10S 707/947
Applicants NICE SYSTEMS LTD
Inventors Ilan FREEMAN
Talia FALIK
Moshe WASERBLAT
Yair DOLEV
Lior ARUSSY
Yifat MEIDAV
Oren PEREG
Gili AHARONI
Eytan BAR
Shai SHERMISTER
Agents ADAMS & ADAMS
Priority Data 60/306 142 null US
60/306 142 19.07.2001 US
60/350 345 null US
60/350 345 24.01.2002 US
Title
(EN) METHOD, APPARATUS AND SYSTEM FOR CAPTURING AND ANALYZING INTERACTION BASED CONTENT
Abstract
(EN)
36Z (100) for capturing and analyzing customer
interactions, the apparatus comprising a

INTERP 5RETLATION
DEVICE multi-segment interaction capture device
(324), an initial set up and calibration device
384
(326), a pre-processing and context extraction
device (328) and a rule-based analysis engine

CTI INFORMATION (300).
300
RULE BASED ANALYSIS ENGINES


PRE-PROCESSING & CONTECT EXTRACTION DEVICE

INITIAL SET UP AND CALIBRATION DEVICE
• 326
348
INTERACTION INTERACTION RAW DATA META DATA^ 324
ON MULTI SEGMENT INTERACTION CAPTURE DEVICE

© 340 U 342 1 344 I

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