Joe B Watson

US Patent:

7769176, Aug 3, 2010

Filed:

Jun 30, 2006

Appl. No.:

11/479926

Inventors:

Joe Watson - Alpharetta GA, US
Damian Smith - Alpharetta GA, US
Marc Calahan - Woodstock GA, US
Jamie Richard Williams - Alpharetta GA, US
Thomas Dong - Marietta GA, US

Assignee:

Verint Americas Inc. - Melville NY

International Classification:

H04L 9/00

US Classification:

380277, 380 20, 380270, 726 26, 726 27, 713165, 713168, 705 50, 705 51, 705 67

Abstract:

Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.

US Patent:

7848524, Dec 7, 2010

Filed:

Jun 30, 2006

Appl. No.:

11/479925

Inventors:

Joe Watson - Alpharetta GA, US
Damian Smith - Alpharetta GA, US
Marc Calahan - Woodstock GA, US
Jamie Richard Williams - Alpharetta GA, US
Thomas Dong - Marietta GA, US

Assignee:

Verint Americas Inc. - Roswell GA

International Classification:

H04L 9/00

US Classification:

380277, 380278, 380279, 705 50, 705 67, 713168, 713182, 726 2, 726 27

Abstract:

Systems and methods are disclosed for providing electronic keys that are used to encrypt and decrypt secure, captured data in a customer center. In one embodiment, the method comprises the steps of: establishing a secure communication over a network between the key management system and a retrieval component; transmitting a duplicate copy of at least one electronic key to a cache that is electrically coupled to the retrieval component; receiving a request to retrieve the electronic keys; and transmitting the retrieved electronic keys for decrypting the stored data.

US Patent:

7853800, Dec 14, 2010

Filed:

Jun 30, 2006

Appl. No.:

11/479841

Inventors:

Joe Watson - Alpharetta GA, US
Damian Smith - Alpharetta GA, US
Marc Calahan - Woodstock GA, US
Jamie Richard Williams - Alpharetta GA, US
Thomas Dong - Marietta GA, US

Assignee:

Verint Americas Inc. - Roswell GA

International Classification:

H04L 9/32

US Classification:

713189, 713165, 713182, 726 2, 726 27, 380277, 380278, 725 31, 705 50, 705 51, 705 71

Abstract:

Systems and methods are disclosed for retrieving and playing back a secure, captured data in a customer center. In another embodiment, the method comprises: transmitting a request by a retrieval component to retrieve stored, encrypted data from a recording subsystem; establishing a secure communication between the retrieval component and the recording subsystem to retrieve the stored, encrypted data; receiving the stored, encrypted data by the retrieval component; transmitting a request to retrieve electronic keys for decrypting the stored, encrypted data; receiving the electronic keys by the retrieval component; decrypting the stored, encrypted data using the electronic keys; and playing back the decrypted data.

US Patent:

8290871, Oct 16, 2012

Filed:

Apr 28, 2010

Appl. No.:

12/769541

Inventors:

Joe Watson - Alpharetta GA, US
Marc Calahan - Woodstock GA, US
Jamie Richard Williams - Fleet, GB
Thomas Z. Dong - Marietta GA, US
Damian Smith - Epsom, GB

Assignee:

Verint Americas, Inc. - Roswell GA

International Classification:

G06F 21/00
H04L 9/32

US Classification:

705 50, 705 67, 705901, 705902, 705908, 726 2, 726 26, 726 27, 713189, 713193, 380277

Abstract:

Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.

US Patent:

20080004945, Jan 3, 2008

Filed:

Jun 30, 2006

Appl. No.:

11/479056

Inventors:

Joe Watson - Alpharetta GA, US
James Gordon Nies - Carmel IN, US
Damian Smith - Alpharetta GA, US
Jamie Richard Williams - Alpharetta GA, US

International Classification:

G06F 11/34

US Classification:

705 11

Abstract:

Disclosed in various embodiments are various systems, methods, and programs embodied on a computer readable medium for automated scoring of interactions. In one embodiment, an example of a method is provided that comprises the steps of storing a plurality of interactions in a memory, wherein a plurality of interactive factors are memorialized for each of the interactions, each of the interactive factors comprising an aspect of the interaction. The method also comprises the steps of applying a plurality of rules to each of the interactions to identify a plurality of events in each of the interactions, each of the rules defining at least one event that is associated with at least one of the interactive factors of a respective one of the interactions, and, generating a score in the computer system for each of the interactions based upon the rules defining the at least one event occurring in each of the interactions, respectively. The method further comprises the step of ranking at least a subset of the interactions relative to each other based upon the scores generated for the interactions.