A method of communicating between an operator server and a user device for recording audio and/or video data includes the operator server receiving video data and/or audio data from the user device; the operator server initiating a session with an operator interface, wherein the session is initially in a pre-interaction mode and in response to receiving an instruction from the operator interface to change the session to an interaction mode, control the operator interface in order to change the session to an interaction mode, wherein, when in the interaction mode, a user of the user device and an operator of the operator interface are enabled to communicate with one another. The operator server is configured to begin recording of the video data and/or audio data before controlling the operator interface to change to the interaction mode and to continue recording received video data and/or audio data after said change.

One example may include a method that includes receiving, at a server, a data set from one or more mobile devices located in a presentation space, combining the received data set with additional data to create a combined data set, creating a presentation signal based on the combined data set, subtracting a portion of one or more of the data set and the additional data set from the combined data set to create a modified presentation signal, forwarding the modified presentation signal to one or more of a display and a loudspeaker located in the presentation space, and playing the modified presentation signal via one or more of the loudspeaker and the display device.

One example may include a method that includes receiving, at a presentation server, an audio data signal from a mobile device located in a presentation space, identifying a mobile device identification characteristic of the mobile device based on the received audio data signal, determining a mobile device location via a location determination procedure, and playing the audio signal via a loudspeaker.

Systems and methods for collecting and transmitting insurance data using an IVR system are described herein.

A system comprising: (a) a compliance server adapted to receive an audio feed of a telephone conversation; (b) an identification module adapted to ascertain IP addresses from which said audio feed originates and identify participants in said telephone conversation using said IP addresses; and (c) an analysis module adapted to ascertain a subject of said telephone conversation.

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.

In some implementations, a system may capture audio from a call between a calling device and a called device. The system may filter the captured audio to generate a background audio layer. The system may generate an audio footprint that is a representation of sound in the background audio layer. The system may determine that the audio footprint includes a triggering sound footprint based on one or more audio characteristics of the audio footprint. The system may detect synthetic sound based on the audio footprint and after determining that the audio footprint includes the triggering sound footprint, wherein the synthetic sound is indicative of a sound recording. The system may transmit a notification to one or more devices associated with the call based on detecting the synthetic sound.

Systems and methods for making a multitrack recording of a telephony communication, such as a conference call, record the contributions of each participant its own respective, separate recording track. In some instances, the contribution(s) of one or more participants is recorded in separate recording tracks, and the contributions of multiple other participants is mixed and recorded in a single recording track. An organizer or administrator of a telephony communication, such as a conference call, can instruct a multitrack recording system as to how to format a multitrack recording of the telephony communication via commands submitted through an application programming interface (API).

One example may include a method that includes initiating an audio recording to capture audio data, comparing the audio data received from a microphone of a mobile device to an audio data range, determining whether the audio data is above an optimal level based on a result of the comparison, and queuing the audio data in an audio data queue when the audio data is above the optimal level.

A data processing system for artificial intelligence-based setting of controls in an evaluation interface comprising a data store storing: a plurality of transactions; a plurality of completed evaluations, each completed evaluation including an indication of a transcript portion associated with an evaluation answer. The system determines a word or phrase common to a first set of transcript portions associated with the evaluation answer; creates a first set of auto answer parameters that includes the word or phrase; auto answers the question for a set of test transactions to generate an auto answer for each test transaction; and based on a determination that the first set of auto answer parameters auto answered the question with a threshold level of accuracy, configures an evaluation system to use the first set of auto answer parameters to preset an answer control in an evaluation operator interface.