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.

Systems and methods for utilizing a mnemonic to communicate sensitive data to an agent are disclosed. In aspects, a computer-implemented method comprises: establishing a telephone connection between a caller and an agent; entering an encryption key received from the agent into a mnemonic application of the computer device to permute an algorithm of the mnemonic application; receiving sensitive data in the form of one or more alphabetic, numeric or alpha-numeric sequence; initiating the mnemonic application to generate a mnemonic of the sensitive data using the encryption key, wherein the mnemonic is a sequence of words representing the sensitive data; displaying the mnemonic to the caller; and conveying audio communication of the mnemonic to the agent through the telephone connection to enable remote decoding of the mnemonic back into the at least one sensitive number sequence.

Method and device for making a secure call in a multi-party call, and a multi-pass terminal are provided. The method includes: setting up a secure service data channel with terminals participating the secure call; and processing service data of the terminals participating the secure call which is transmitted on the secure service data channel. By embodiments of the present disclosure, the secure call may be set up and content of the secure call may be encrypted, so as to guarantee call security in the multi-party call.

System and method for a secure interactive voice response (IVR) includes: receiving a communication from a first party regarding a transaction, over a communication network; connecting the second party with the communication to service the communication; creating an anonymous order entry for the transaction; detecting sensitive information in the communication; isolating the sensitive information in the communication from the second party; route the communication to a secure system for processing of the sensitive information; and reconnecting the communication to complete the transaction

A computer-implemented system and method for determining call status is provided. A call from a caller to a recipient is identified and an identity of the caller is determined. A determination is made as to whether a security certificate of the caller is available. A status of the call is determined based on one of a presence and an absence of the security certificate. The identity of the caller is provided to the recipient. A type of notification for the call status is determined based on a type of the call status and the notification is delivered with the caller identity.

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.

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 computer-implemented system and method for determining call status is provided. A call from a caller to a recipient is identified and an identity of the caller is determined. A determination is made as to whether a security certificate of the caller is available. A status of the call is determined based on one of a presence and an absence of the security certificate. The identity of the caller is provided to the recipient. A type of notification for the call status is determined based on a type of the call status and the notification is delivered with the caller identity.

A system and method for recording media for a contact center includes establishing via a processor in a first geographic location, a communication session between first and second communication devices. The processor determines that media exchanged during the media session is to be recorded. The processor identifies a second geographic location associated with a resource involved in the media session, and identifies a media controller associated with the second geographic location. The media controller bridges the media path between the first and second communication devices, and the media exchanged during the media session is recorded.

A portable electronic communication device includes a user input receiver, one or more user outputs, and a processor programmed to receive user input from the user input receiver and to determine based on the user input whether the user desires the device to enter a private mode. The device alters communications from the device via the one or more user outputs while in the private mode, and enters the private mode if the user input indicates that the user desires the device to enter the private mode. While in the private mode, the device may alter the manner in which it communicates to the user.