System and method for tracking web interactions with real time analytics

US8976955B2 · kind B2 · utility

Assignee

• NICE-SYSTEMS LTD. · IL

Inventors

• Hadas Liberman Ben-Ami · Even Yehuda, IL
• Leon Portman · Rishon LeZion, IL
• Yuval Marco · Even Yehuda, IL
• Yosef Golan · Ashkelon, IL
• Shlomi Haba · Petah Tikva, IL
• Iftach Smith · Hod HaSharon, IL
• Yizhar Ronen · Hod HaSharon, IL
• Yohay Etsion · Nes Ziona, IL
• Igor Cher · Rehovot, IL
• Naama Damty · Jerusalem, IL
• Assaf Frenkel · Ramat HaSharon, IL
• Uzi Baruch · 'Anata, IL

Key dates

• Filing date: Nov 28, 2011
• Grant date: Mar 10, 2015
• Expiry date: May 19, 2032

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/5191
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.