An information processing device includes: a detection unit that detects that an application enabling a call with another information processing device over a network occupies a microphone or a speaker; and a recording unit that starts recording of audio data output to the speaker and audio data input from the microphone in the case where the application detects that the microphone or the speaker is occupied.

Systems and methods are provided to stop both external and internal fraud, ensure correct actions are being followed, and information is available to fraud teams for investigation. The system includes components that can address: 1) behavioral analytics (ANI reputation, IVR behavior, account activity)—this gives a risk assessment event before a call gets to an agent; 2) fraud detection—the ability to identify, in real time, if a caller is part of a fraudster cohort' and alert the agent and escalate to the fraud team; 3) identity authentication—the ability to identify through natural language if the caller is who they say they are; and 4) two factor authentication—the ability to send a text message to the caller and automatically process the response and create a case in the event of suspected fraud.

The invention relates to systems/methods that enable real-time monitoring/processing of contact center communications to provide timely, actionable analytic insights and real-time critical call alerts, while simultaneously providing best-in-class protection of sensitive customer information.

A computerized-method for providing real-time lockless parallel screen recording compliance enforcement to omni-channel cloud systems, is provided herein. In a processor of a client computer configured to execute code for recording events of one or more voice or digital interactions, on one or more screens associated to the client computer, the computerized-method maintains a cache for storing a masked state. Each interaction is having an associated interaction identifier and upon receiving a screen event from a server of a cloud-based video recording that is communicating with the client computer over a communication network, operating a compliance-enforcement module. The compliance-enforcement module includes updating the cache; and operating a module of recording of screen events for the screen events of the one or more voice or digital interactions. Thus, by updating in real-time the cache on the client computer refraining from database locks in the server of the cloud-based video recording.

A method and apparatus for automatically generating a call summary in call center environments is provided. The method includes identifying, from a transcript of a call between a first person and a second person, two or more consecutive mergeable turns of the first person from multiple consecutive turns of the first person, if the two or more consecutive mergeable turns of the first person are interjected by a turn of the second person. The two or more consecutive mergeable turns of the first person are merged into a single merged turn of the first person. In some embodiment, multiple entities, entity values and intents are determined, and each of multiple entity values is mapped to a corresponding entity from multiple entities. A call summary is generated based on the identified entity(ies) and corresponding entity value(s), and the identified intent(s).

A system and method for investigating an issue may include defining a set of phrase categories; associating each of a set of recorded interactions with at least one phrase category; receiving a selection of a first time interval and a second time interval; selecting a reference phrase category; calculating, for at least some of the phrase categories in the set of phrase categories a correlation differential based on a trend of the phrase category and a trend of the reference phrase category and, if a correlation differential of a category is larger than a threshold then including the category in the reference category.

Systems and methods for using secondary communication channel information, such as RTCP information to facilitate correlating business information to allow gateway recording. Using information in this secondary communication channel the recording system can correlate the business metadata either directly (e.g., using a phone extension) or through one or more indirect operations (e.g., a call ID-to-universal call id-to-phone extension). Additionally, information in the primary communication channel may be used to perform an indirect operation to correlate auxiliary business information (e.g., using the CALLID or UCID in SIP signaling to resolve the agent's phone extension and thereby access auxiliary business information.)

A system is provided that includes a first network interface for a first network type and a second network interface for a second network type that is different from the first network type. The system also includes at least one processor configured to cause the system to perform operations. The operations may include obtaining, from the first network interface, audio from a communication session with a remote device established over the first network and obtaining an indication of a communication device available to participate in the communication session and direct audio obtained from the communication session to a remote transcription system. The operations may also include directing the audio to the second network interface for transmission to the communication device, obtaining transcript data from the remote transcription system based on the audio, and directing the transcript data to the second network interface for transmission to the communication device.

A method of providing blockchain wireless services in a controlled environment is provided. The method comprises a wireless communication device associated with an inmate of a controlled environment receiving one of a voice and video call from a device external to the controlled environment. The method further comprises the device placing the received call into a hold state and sending a request for validation of the call via a blockchain, the request identifying at least parties to the call. The method further comprises the device, upon receipt of validation, removing the call from the hold state; and enabling at least one of voice and video functionality for the parties. The method further comprises the wireless communication device sending the request for validation to a telecommunications server and the server conducting real time monitoring of the call. The method further comprises the device continuously recording the call.

A system including a mobile application on a user's mobile device for connecting to a plurality of contact centers and providing personalized context to the user. The system includes: the mobile application; a connection from the mobile application to a central API service, wherein the central API service provides authentication tokens to the mobile application for facilitating interaction therebetween; a plurality of vendors which the user has associated with their profile and have been integrated with the central API service, wherein the vendors are operably connected with the central API service for information sharing; and a plurality of media channels connecting the plurality of vendors with the central API service, allowing the user to: view personalized context from past interactions between the user and the plurality of contact centers through the mobile application; and connect with the contact centers.