In marketing, contact center telephony is the communication and collaboration system used by businesses to either manage high volumes of inbound queries or outbound telephone calls keeping their workforce or agents productive and in control to serve or acquire customers. This business communication system is an extension of computer telephony integration (CTI). == Overview == The interactions between callers and customer service representatives are supported by the collective system of computers, telephones and the Internet. The shift from CTI to contact center telephony is marked by the sheer change in the customer’s behavior when it comes to communication. Means customers are no longer confined only to voice-based communication i.e. phone to connect with their customer service departments. In addition, they are making use of email, SMS, chat, social media, and other virtual contact channels. This is also the reason for the shift in nomenclature from "call centers" to "contact centers", "contact" being a wider term than "call". Respecting the trend, contact center owners need to adopt unified communication or multi-channel approach to let customers get in touch with them via their preferred communication mediums, either voice or non-voice (data). Cloud-based phone system is a further advancement in the direction as it allows operators to access all the features and benefits of call center telephony over the Web against an affordable & flexible pay-as-you-go subscription model. Thus, in-house infrastructure deployment to manage public switched telephone networks, storage, communication applications, and collaboration servers is no more an obligation. Neither is the need to invest resources for their upgrade, repair, maintenance and security as cloud vendor would be responsible for the same. == India == India, a popular call center business process outsourcing destination, often uses a cloud-based phone system in order to cut operational expenses and downtime, and increase connectivity. == Promotion == Businesses can rely on contact center telephony services to respond to their customers’ queries over phone, email, chat, fax, etc. Integrating it with their customer relationship management tools, entire contact details of customers and their interaction sessions with different customer service representatives can be found at one place. The combination can manage not just sales and marketing but also deliver excellent post-sales customer service or technical support to allow customers derive the most from their products or services. Hence, it’s becoming instrumental in increasing customer satisfaction and loyalty and most of the call center services in India are taking refuge from it. The entire contact center telephony service can be availed by professionals over a browser. Hence, businesses can leverage the concept of BYOD (bring your own device) and mobility and serve their customers well using mobile applications. According to market analysts, BYOD increases satisfaction among workforce, and hence their individual and collective productivity as well. BYOD programme significantly reduces the TCO (total cost of ownership) as professionals prefer to work with their own devices rather than using company-provisioned devices. Next, they tend to be more caring towards such devices and can even shell out money to update and upgrade those when required. Integration of IM, along with audio and video conferencing services helps call center or contact center representatives to get real time assistance from their peers or seniors to resolve any complex issues. They can internally exchange information and knowledge articles as and when required. Real-time call monitoring/barging system can be used by quality assessment team to provide important guidelines to agents to maintain the standard of the service as per industry norms. Integrated recording feature is helpful for internal training and quality purposes to improve productivity and customer satisfaction in equal measures. It also helps in getting business insights and improving products or services to gain deeper penetration into the market.
Metadata repository
A metadata repository is a database created to store metadata. Metadata is information about the structures that contain the actual data. Metadata is often said to be "data about data", but this is misleading. Data profiles are an example of actual "data about data". Metadata adds one layer of abstraction to this definition– it is data about the structures that contain data. Metadata may describe the structure of any data, of any subject, stored in any format. A well-designed metadata repository typically contains data far beyond simple definitions of the various data structures. Typical repositories store dozens to hundreds of separate pieces of information about each data structure. Comparing the metadata of a couple data items - one digital and one physical - clarify what metadata is: First, digital: For data stored in a database one may have a table called "Patient" with many columns, each containing data which describes a different attribute of each patient. One of these columns may be named "Patient_Last_Name". What is some of the metadata about the column that contains the actual surnames of patients in the database? We have already used two items: the name of the column that contains the data (Patient_Last_Name) and the name of the table that contains the column (Patient). Other metadata might include the maximum length of last name that may be entered, whether or not last name is required (can we have a patient without Patient_Last_Name?), and whether the database converts any surnames entered in lower case to upper case. Metadata of a security nature may show the restrictions which limit who may view these names. Second, physical: For data stored in a brick and mortar library, one have many volumes and may have various media, including books. Metadata about books would include ISBN, Binding_Type, Page_Count, Author, etc. Within Binding_Type, metadata would include possible bindings, material, etc. This contextual information of business data include meaning and content, policies that govern, technical attributes, specifications that transform, and programs that manipulate. == Definition == The metadata repository is responsible for physically storing and cataloging metadata. Data in a metadata repository should be generic, integrated, current, and historical: Generic Meta model should store the metadata by generic terms instead of storing it by an applications-specific defined way, so that if your data base standard changes from one product to another the physical meta model of the metadata repository would not need to change. Integration of the metadata repository allows all business areas' metadata to be in an integrated fashion: Covering all domains and subject areas of the organization. current and historical The metadata repository should have accessible current and historical metadata. Metadata repositories used to be referred to as a data dictionary. With the transition of needs for the metadata usage for business intelligence has increased so is the scope of the metadata repository increased. Earlier data dictionaries are the closest place to interact technology with business. Data dictionaries are the universe of metadata repository in the initial stages but as the scope increased Business glossary and their tags to variety of status flags emerged in the business side while consumption of the technology metadata, their lineage and linkages made the repository, the source for valuable reports to bring business and technology together and helped data management decisions easier as well as assess the cost of the changes. Metadata repository explores the enterprise wide data governance, data quality and master data management (includes master data and reference data) and integrates this wealth of information with integrated metadata across the organization to provide decision support system for data structures, even though it only reflects the structures consumed from various systems. == Repository vs. registry == Repository has additional functionalities compared with registry. Metadata repository not only stores metadata like Metadata registry but also adds relationships with related metadata types. Metadata when related in a flow from its point of entry into organization up to the deliverables is considered as the lineage of that data point. Metadata when related across other related metadata types is called linkages. By providing the relationships to all the metadata points across the organization and maintaining its integrity with an architecture to handle the changes, metadata repository provides the basic material for understanding the complete data flow and their definitions and their impact. Also the important feature is to maintain the version control though this statement for contrasting is open for discussion. These definitions are still evolving, so the accuracy of the definitions needs refinement. The purpose of registry is to define the metadata element and maintained across the organization. And data models and other data management teams refer to the registry for any changes to follow. While Metadata repository sources metadata from various metadata systems in the organizations and reflects what is in the upstream. Repository never acts as an upstream while registry is used as an upstream for metadata changes. == Reason for use == Metadata repository enables all the structure of the organizations data containers to one integrated place. This opens plethora of resourceful information for making calculated business decisions. This tool uses one generic form of data model to integrate all the models thus brings all the applications and programs of the organization into one format. And on top of it applying the business definitions and business processes brings the business and technology closer that will help organizations make reliable roadmaps with definite goals. With one stop information, business will have more control on the changes, and can do impact analysis of the tool. Usually business spends much time and money to make decisions based on discovery and research on impacts to make changes or to add new data structures or remove structures in data management of the organization. With a structured and well maintained repository, moving the product from ideation to delivery takes the least amount of time (considering other variables are constant). To sum it up: Integration of the metadata across the organization Build relationship between various metadata types Build relationship between various disparate systems Define business golden copy of definitions Version control of the changes at structure level Interaction with Reference data Link view to master data Automatic synchronization with various authorized metadata source systems More control to business decisions Validate the structures by overlapping the models Discovering discrepancies, gaps, lineage, metrics at data structure level Each database management system (DBMS) and database tools have their own language for the metadata components within. Database applications already have their own repositories or registries that are expected to provide all of the necessary functionality to access the data stored within. Vendors do not want other companies to be capable of easily migrating data away from their products and into competitors products, so they are proprietary with the way they handle metadata. CASE tools, DBMS dictionaries, ETL tools, data cleansing tools, OLAP tools, and data mining tools all handle and store metadata differently. Only a metadata repository can be designed to store the metadata components from all of these tools. == Design == Metadata repositories should store metadata in four classifications: ownership, descriptive characteristics, rules and policies, and physical characteristics. Ownership, showing the data owner and the application owner. The descriptive characteristics, define the names, types and lengths, and definitions describing business data or business processes. Rules and policies, will define security, data cleanliness, timelines for data, and relationships. Physical characteristics define the origin or source, and physical location. Like building a logical data model for creating a database, a logical meta model can help identify the metadata requirements for business data. The metadata repository will be centralized, decentralized, or distributed. A centralized design means that there is one database for the metadata repository that stores metadata for all applications business wide. A centralized metadata repository has the same advantages and disadvantages of a centralized database. Easier to manage because all the data is in one database, but the disadvantage is that bottlenecks may occur. A decentralized metadata repository stores metadata in multiple databases, either separated by location and or departments of the business. This makes management of the repository more involved than a centraliz
Reflection (computer graphics)
Reflection in computer graphics is used to render reflective objects like mirrors and shiny surfaces. Accurate reflections are commonly computed using ray tracing whereas approximate reflections can usually be computed faster by using simpler methods such as environment mapping. Reflections on shiny surfaces like wood or tile can add to the photorealistic effects of a 3D rendering. == Approaches to reflection rendering == For rendering environment reflections there exist many techniques that differ in precision, computational and implementation complexity. Combination of these techniques are also possible. Image order rendering algorithms based on tracing rays of light, such as ray tracing or path tracing, typically compute accurate reflections on general surfaces, including multiple reflections and self reflections. However these algorithms are generally still too computationally expensive for real time rendering (even though specialized HW exists, such as Nvidia RTX) and require a different rendering approach from typically used rasterization. Reflections on planar surfaces, such as planar mirrors or water surfaces, can be computed simply and accurately in real time with two pass rendering — one for the viewer, one for the view in the mirror, usually with the help of stencil buffer. Some older video games used a trick to achieve this effect with one pass rendering by putting the whole mirrored scene behind a transparent plane representing the mirror. Reflections on non-planar (curved) surfaces are more challenging for real time rendering. Main approaches that are used include: Environment mapping (e.g. cube mapping): a technique that has been widely used e.g. in video games, offering reflection approximation that's mostly sufficient to the eye, but lacking self-reflections and requiring pre-rendering of the environment map. The precision can be increased by using a spatial array of environment maps instead of just one. It is also possible to generate cube map reflections in real time, at the cost of memory and computational requirements. Screen space reflections (SSR): a more expensive technique that traces rays come from pixel data.This requires the data of surface normal and either depth buffer (local space) or position buffer (world space).The disadvantage is that objects not captured in the rendered frame cannot appear in the reflections, which results in unresolved and or false intersections causing artefacts such as reflection vanishment and virtual image. SSR was originally introduced as Real Time Local Reflections in CryENGINE 3. == Types of reflection == Polished - A polished reflection is an undisturbed reflection, like a mirror or chrome surface. Blurry - A blurry reflection means that tiny random bumps, or microfacets, on the surface of the material causes the reflection to be blurry. Metallic - A reflection is metallic if the highlights and reflections retain the color of the reflective object. Glossy - This term can be misused: sometimes, it is a setting which is the opposite of blurry (e.g. when "glossiness" has a low value, the reflection is blurry). Sometimes the term is used as a synonym for "blurred reflection". Glossy used in this context means that the reflection is actually blurred. === Polished or mirror reflection === Mirrors are usually almost 100% reflective. === Metallic reflection === Normal (nonmetallic) objects reflect light and colors in the original color of the object being reflected. Metallic objects reflect lights and colors altered by the color of the metallic object itself. === Blurry reflection === Many materials are imperfect reflectors, where the reflections are blurred to various degrees due to surface roughness that scatters the rays of the reflections. === Glossy reflection === Fully glossy reflection, shows highlights from light sources, but does not show a clear reflection from objects. == Examples of reflections == === Wet floor reflections === The wet floor effect is a graphic effects technique popular in conjunction with Web 2.0 style pages, particularly in logos. The effect can be done manually or created with an auxiliary tool which can be installed to create the effect automatically. Unlike a standard computer reflection (and the Java water effect popular in first-generation web graphics), the wet floor effect involves a gradient and often a slant in the reflection, so that the mirrored image appears to be hovering over or resting on a wet floor.
Hit-testing
In computer graphics programming, hit-testing (hit detection, picking, or pick correlation) is the process of determining whether a user-controlled cursor (such as a mouse cursor or touch-point on a touch-screen interface) intersects a given graphical object (such as a shape, line, or curve) drawn on the screen. Hit-testing may be performed on the movement or activation of a mouse or other pointing device. Hit-testing is used by GUI environments to respond to user actions, such as selecting a menu item or a target in a game based on its visual location. In web programming languages such as HTML, SVG, and CSS, this is associated with the concept of pointer-events (e.g. user-initiated cursor movement or object selection). Collision detection is a related concept for detecting intersections of two or more different graphical objects, rather than intersection of a cursor with one or more graphical objects. == Algorithm == There are many different algorithms that may be used to perform hit-testing, with different performance or accuracy outcomes. One common hit-test algorithm for axis aligned bounding boxes. A key idea is that the box being tested must be either entirely above, entirely below, entirely to the right or left of the current box. If this is not possible, they are colliding. Example logic is presented in the pseudo-code below: In Python:
NNDB
The Notable Names Database (NNDB) is an online database of biographical details of over 40,000 people. Soylent Communications, a sole proprietorship that also hosted the later defunct Rotten.com, describes NNDB as an "intelligence aggregator" of noteworthy persons, highlighting their interpersonal connections. The Rotten.com domain was registered in 1996 by former Apple and Netscape software engineer Thomas E. Dell, who was also known by his internet alias, "Soylent". == Entries == Each entry has an executive summary followed by a brief narrative about their life. It also lists date and cause of death if deceased. Businesspeople and government officials are listed with chronologies of their posts, positions, and board memberships. As of 2022, the site is no longer updated. == NNDB Mapper == The NNDB Mapper, a visual tool for exploring connections between people, was made available in May 2008. It required Adobe Flash 7.
Amália (LLM)
Amália is a Portuguese large language model (LLM) announced in November 2024 by the Portuguese Prime-Minister Luís Montenegro. Its final version is expected to be launched in 2026. It is being developed by Center for Responsible AI (Centro para a AI Responsável) and by the research centers of NOVA School of Science and Technology and Instituto Superior Técnico. == History == In 2024 it was announced that the Portuguese Agency for Administrative Modernization (Agência para a Modernização Administrativa) transpose this LLM to Portuguese Public Administration. According to Paulo Dimas (CEO of the Center for Responsible AI) the three fundamental points of this LLM project are the linguistic variant (European Portuguese), cultural representation and data protection. In April 2025 it was announced that Amália had entered beta phase with an improved version being expected to be launched in September 2025. The beta version released in September is available only to the Public Administration, but the website launched in October reiterates the final version will be an open model.
Vulnerabilities Equities Process
The Vulnerabilities Equities Process (VEP) is a process used by the U.S. federal government to determine on a case-by-case basis how it should treat zero-day computer security vulnerabilities: whether to disclose them to the public to help improve general computer security, or to keep them secret for offensive use against the government's adversaries. The VEP was first developed during the period 2008–2009, but only became public in 2016, when the government released a redacted version of the VEP in response to a FOIA request by the Electronic Frontier Foundation. Following public pressure for greater transparency in the wake of the Shadow Brokers affair, the U.S. government made a more public disclosure of the VEP process in November 2017. == Participants == According to the VEP plan published in 2017, the Equities Review Board (ERB) is the primary forum for interagency deliberation and determinations concerning the VEP. The ERB meets monthly, but may also be convened sooner if an immediate need arises. The ERB consists of representatives from the following agencies: Office of Management and Budget Office of the Director of National Intelligence (including the Intelligence Community-Security Coordination Center) United States Department of the Treasury United States Department of State United States Department of Justice (including the Federal Bureau of Investigation and the National Cyber Investigative Joint Task Force) Department of Homeland Security (including the National Cybersecurity and Communications Integration Center and the United States Secret Service) United States Department of Energy United States Department of Defense (to include the National Security Agency, including Information Assurance and Signals Intelligence elements), United States Cyber Command, and DoD Cyber Crime Center) United States Department of Commerce Central Intelligence Agency The National Security Agency serves as the executive secretariat for the VEP. == Process == According to the November 2017 version of the VEP, the process is as follows: === Submission and notification === When an agency finds a vulnerability, it will notify the VEP secretariat as soon as is possible. The notification will include a description of the vulnerability and the vulnerable products or systems, together with the agency's recommendation to either disseminate or restrict the vulnerability information. The secretariat will then notify all participants of the submission within one business day, requesting them to respond if they have an relevant interest. === Equity and discussions === An agency expressing an interest must indicate whether it concurs with the original recommendation to disseminate or restrict within five business days. If it does not, it will hold discussions with the submitting agency and the VEP secretariat within seven business days to attempt to reach consensus. If no consensus is reached, the participants will suggest options for the Equities Review Board. === Determination to disseminate or restrict === Decisions whether to disclose or restrict a vulnerability should be made quickly, in full consultation with all concerned agencies, and in the overall best interest of the competing interests of the missions of the U.S. government. As far as possible, determinations should be based on rational, objective methodologies, taking into account factors such as prevalence, reliance, and severity. If the review board members cannot reach consensus, they will vote on a preliminary determination. If an agency with an equity disputes that decision, they may, by providing notice to the VEP secretariat, elect to contest the preliminary determination. If no agency contests a preliminary determination, it will be treated as a final decision. === Handling and follow-on actions === If vulnerability information is released, this will be done as quickly as possible, preferably within seven business days. Disclosure of vulnerabilities will be conducted according to guidelines agreed on by all members. The submitting agency is presumed to be most knowledgeable about the vulnerability and, as such, will be responsible for disseminating vulnerability information to the vendor. The submitting agency may elect to delegate dissemination responsibility to another agency on its behalf. The releasing agency will promptly provide a copy of the disclosed information to the VEP secretariat for record keeping. Additionally, the releasing agency is expected to follow up so the ERB can determine whether the vendor's action meets government requirements. If the vendor chooses not to address a vulnerability, or is not acting with urgency consistent with the risk of the vulnerability, the releasing agency will notify the secretariat, and the government may take other mitigation steps. == Criticism == The VEP process has been criticized for a number of deficiencies, including restriction by non-disclosure agreements, lack of risk ratings, special treatment for the NSA, and less than whole-hearted commitment to disclosure as the default option. == UK equivalent == British intelligence agencies—GCHQ in particular—follow a similar approach, also known as the Equities Process, to determine whether to disclose or retain security vulnerabilities. The Investigatory Powers Act 2016 was amended in 2022 to bring oversight of the operation of the process within the remit of the Investigatory Powers Commissioner. Details of the process were made public in 2018.