Real-Time Analytics (RTA) Framework

The Real-Time Analytics (RTA) Framework supports different engines which “plug in” to the framework. Each engine adds analysis capabilities for suite interactions.

Voice biometrics, Real-Time Speech and Acoustic Analytics, and Metadata Detection in the framework

To support voice biometrics, Real-Time Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions., Real-Time Acoustics, and Metadata Detection engines, the framework provides processing services for recorded voice and metadata.

Framework components

The components of the Real-Time Analytics (RTA) Framework are:

Feeds: Audio to be analyzed by the Real-Time Analytics (RTA) Framework and its engines is obtained through feeds, based on the Selection Rules configured for each Recorder Analytics Rule. There are two types of feeds:
- Real-time: Real-time audio streamed from the capture engine is analyzed.
- Campaign-based: Also known as historical processing, audio for completed interactions is analyzed.
Analytics Service: The Analytics Service interprets the Recorder Analytics Rules you have configured. Based on the rules, the Analytics Service passes audio to specific engines. The engines perform the required operations, and then return the results to the Analytics Service for further processing.
Engines: The engines perform the analysis work for Identity Authentication and Fraud Detections, Real-Time Speech Analytics, Real-Time Acoustics, and Metadata Detection. This analysis work can include enrollment Process in the IAFD product where an employee, customer, or target is registered and the system is then able to assist with identity verification and watch list detection when that speaker is on a call., voice-to-voiceprint File containing a mathematical summary of the vocal patterns of a person’s voice used in the IAFD product to assist with identity verification and detection. model analysis, detection Function of the IAFD product that compares a caller’s voice to one or more voiceprints in a watch list to detect if a target is participating in a call. of spoken phrases, detection of long silences and interruptions, and detection of interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. metadata attribute values.

To learn how data flows through the system and how the Recorder Analytics Rules control the functions of the Analytics Service for voice biometrics, see the related topics.