A method for protecting user data during an audio interaction includes various operations performed by a processing system including at least one processor. In one example, the operations include detecting an audio signal that is part of an interaction between a user and another party, converting the audio signal into a string of text, detecting that the interaction is likely to put sensitive data of the user at risk, based on a comparison of the string of text to a library of interactions that are known to put sensitive data at risk, and sending an alert to notify the user that the interaction is likely to put the sensitive data of the user at risk, wherein the alert is sent to prevent the user from providing the sensitive data to the another party, and wherein the method is performed contemporaneously with an occurrence of the interaction.

An example system for performing call center tasks with the assistance of a human operator comprises a plurality of remote electronic devices and a system server. Each of the plurality of remote electronic devices has a speaker, a microphone and a screen. The system server has a data store configured to store personal information and a dialing platform configured to connect the remote electronic devices with customer devices. The system server may transmit fragments of personal information to the remote electronic device and the remote electronic device may display the fragments of personal information on its screen as the human operator engages in the call with the customer over the remote electronic device.

A contact center server enables a contact center engagement between a device of a contact center agent and a device of a contact center user. At some point during the contact center engagement, the contact center server restricts access by the device of the contact center agent to media from the device of the contact center user based on a request prompted to the contact center user during the contact center engagement. The contact center server reenables the access based on a verification of information obtained from the device of the contact center user responsive to the request.

Systems and methods disclosed herein securely provide confidential information associated with a user during an active voice call conducted using the user's mobile device. The confidential information may be provided by generating the information in spoken form and inserting the spoken information into an audio stream of the voice call. For example, a customer may be on a phone call with a customer agent. The customer agent may ask the customer for a credit card number in order to process a financial transaction. The customer may select the credit card number via an application executing on the customer's mobile phone. The application may cause the credit card number to be spoken out loud during the voice call. A voice sample of the spoken credit card number in inserted into the audio stream of the voice call and is therefore, audible to the customer and the customer agent without being overheard by a third party.

Embodiments for automatically distributing phone call recordings to interested parties generally include associating one or more forwarding criteria with each of one or more interested parties, establishing a phone call from a calling party to a destination number through an institutional phone system, recording the phone call, and, if the phone call satisfies one or more forwarding criteria associated with one or more interested parties, automatically distributing the recording of the phone call to the at least one interested party associated with the satisfied one or more forwarding criteria. Distribution may be by e-mail, by uploading the recording to a website that interested parties (and preferably only interested parties) can access, by queuing the recordings for export to physical media, and/or through a voice mail system. Calls may be selected for distribution based on the caller, the called party, conversation content, call time, or any other suitable criteria.

A method of forming unique, private, personal, virtual social networks on a social network system that includes a database storing data relating to corresponding user entities. The method includes: a first user entity sending an invitation to a second user entity, recording in the database the second user entity as a direct contact of the first user entity and determining that third user entities, directly connected to the second user entity, are indirect contacts. A unique, personal, social network formed from direct and indirect contacts is thereby created for each user entity. Each user entity is able to control privacy of its data with respect to other user entities depending on the connection factor to that other entity and/or that other entity's attributes. Each user entity is able to take the role of provider or participant in applications where the provider provides an item or service to the participant.

Sharing data by defining a data encoding table, maintaining a data record database, defining a data encryption code, providing the data encryption code with an outgoing call, receiving an audio response including encrypted data, decrypting the encrypted data, and updating the data record database according to the data.

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.

Systems and related methods arranged to improve public safety agency access to phone-based information and communications with citizens. A first system enables a user to gather, store, access and share phone information associated with public safety agency activities including by retaining phone information and “in the hand” user information. A second system enables a public safety agency to exchange of information with one or more citizens, and a related system controls text-based exchanges with citizens to limit their access to agency representatives.

Systems and methods disclosed herein securely provide confidential information associated with a user during an active voice call conducted using the user's mobile device. The confidential information may be provided by generating the information in spoken form and inserting the spoken information into an audio stream of the voice call. For example, a customer may be on a phone call with a customer agent. The customer agent may ask the customer for a credit card number in order to process a financial transaction. The customer may select the credit card number via an application executing on the customer's mobile phone. The application may cause the credit card number to be spoken out loud during the voice call. A voice sample of the spoken credit card number in inserted into the audio stream of the voice call and is therefore, audible to the customer and the customer agent without being overheard by a third party.