A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.

A computer-implemented system and method for encrypting call recordings is provided. Calls are recorded and each call recording is divided into segments. Each segment represents a record. An encryption key unique to each call recording is generated. The unique encryption keys each include seed information from two or more sources and a key counter for one such call recording. For each record, an encryption counter is encrypted using the encryption key for the call recording associated with that record. Also, for each record, the encrypted encryption counter and the data from that record are mixed and encrypted.

Provided are techniques for sharing confidential information with privacy using a mobile phone. A voice preference and language preferences are received for an information provider profile of an information provider, where the language preferences include a first language for typing text and a second language for speaking the text. During an on-going live phone call between the information provider and an information requester, selection of a text to talk feature is received. Text is received in the first language, where the text includes confidential information. The text is converted from the first language to text in the second language. The text in the second language is converted to a voice message that is spoken in a voice identified by the voice preference through the on-going live phone call to provide the confidential information with privacy. Then, control is returned to the on-going live phone call.

A conference assistance system and method for assisting a user in utilizing conference-related information, each of which: receives input of voice or writing of at least one meeting participant; determines whether text data representing the received voice or writing is to be used by the conference assistance system to generate assistance information, to generate a determination result; when the determination result indicates that the text data is to be used, generates, based on the text data, assistance information for assisting the meeting participant; and controls a display to display the generated assistance information.

In currently available mobile devices (e.g., a user equipment (UE)), no authentication occurs at the mobile device to answer an incoming call at the mobile device. In an aspect of the disclosure, a method, a computer-readable medium, and an apparatus for secure call answering are provided. The apparatus is a first UE. The apparatus receives an incoming call originated from a second UE. The apparatus determines whether the incoming call originated from the second UE is a secure incoming call. The apparatus also receives a secure authentication input upon determining that the incoming call is a secure incoming call. Further, the apparatus determines whether the secure authentication input matches with authentication information upon receiving the secure authentication input. Additionally, the apparatus answers the received secure incoming call originated from the second UE when the received secure authentication input matches the authentication information.

A computer-implemented system and method for call status determination is provided. A request for verification of incoming calls to a party is received. An incoming call from a caller to that party is identified and metadata associated with the incoming call is obtained. An identification of the caller and whether a security certificate is present is determined from the metadata. A connection status of the call is determined based on one of a presence and absence of the security certificate. A notification of the connection status is provided to the party.

A system, method, and apparatus for processing confidential information. In one embodiment, the method includes: receiving confidential information on an incoming line coupled to the call center server; intercepting a DTMF tone portion of the confidential information at an encoder located between the incoming line and an agent at the remote client; and processing the DTMF tone at approximately the same time for two separate data paths, wherein a first path contains encoded confidential information for a call server, and a second path contains no confidential information for the agent.

A method, system, and computer program product for managing communication privacy in a conversation system are provided. The method detects an utterance on a public channel by a user of a computing device. A privacy nature of the utterance is determined. Based on the privacy nature, a classification confidence is determined for the utterance. The method generates a privacy question to be presented to the user based on the privacy nature and the classification confidence. In response to a confirmation response, a privacy channel is established. The method switches from the public channel to the privacy channel.

A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

A conference assistance system and method for assisting a user in utilizing conference-related information, each of which: receives input of voice or writing of at least one meeting participant; determines whether text data representing the received voice or writing is to be used by the conference assistance system to generate assistance information, to generate a determination result; when the determination result indicates that the text data is to be used, generates, based on the text data, assistance information for assisting the meeting participant; and controls a display to display the generated assistance information.