Abstract: Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.

Abstract: Embodiments of the present invention provides systems and methods for pooled IP recording. An exemplary method of the present invention comprises monitoring a user's logon, associating a communication device to the user, assigning an interface to a recorder associated with the communication device, and recording data from the communication device sent over the interface. Another exemplary method of the present invention comprises detecting a recorder failure and dynamically routing an interface associated with the failed recorder to at least one other recorder.

Abstract: Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.

Abstract: Included are embodiments for channel mapping. At least one embodiment of a system includes an initiating component configured to initiate a communication with a communications device, the communications device being coupled to a first extension. Some embodiments include a receiving component configured to receive recording data from a plurality of extensions at a plurality of recording resources, the plurality of extensions including the first extension and at least one other extension. Similarly, some embodiments include a first determining component configured to determine a channel that received the initiated communication.

Abstract: A method for discovering customer center information includes receiving a plurality of customer center information from a plurality of respective information sources, and correlating the plurality of customer center information to determine an identity of a customer center agent accessing customer center resources.

Abstract: A method for discovering customer center information includes receiving a plurality of customer center information from a plurality of respective information sources, and correlating the plurality of customer center information to determine an identity of a customer center agent accessing customer center resources.

Abstract: Systems and methods are disclosed for retrieving and playing back a secure, captured data in a customer center. In another embodiment, the method comprises: transmitting a request by a retrieval component to retrieve stored, encrypted data from a recording subsystem; establishing a secure communication between the retrieval component and the recording subsystem to retrieve the stored, encrypted data; receiving the stored, encrypted data by the retrieval component; transmitting a request to retrieve electronic keys for decrypting the stored, encrypted data; receiving the electronic keys by the retrieval component; decrypting the stored, encrypted data using the electronic keys; and playing back the decrypted data.

Abstract: Systems and methods are disclosed for providing electronic keys that are used to encrypt and decrypt secure, captured data in a customer center. In one embodiment, the method comprises the steps of: establishing a secure communication over a network between the key management system and a retrieval component; transmitting a duplicate copy of at least one electronic key to a cache that is electrically coupled to the retrieval component; receiving a request to retrieve the electronic keys; and transmitting the retrieved electronic keys for decrypting the stored data.

Abstract: Systems and methods for protecting information provided to an agent via a communication network are provided. In this regard, a representative method comprises, receiving information related to a transaction, wherein the information includes video. Additionally, the method includes initiating a recording of the video and identifying visual content in the video that is to be protected. The method further comprises preventing unauthorized access to the visual content during replay of the recording of the video.

Abstract: Systems and methods for protecting information provided to an agent via a communication network are provided. In this regard, a representative method comprises: receiving a communication via a communication network, the communication including information that is to be protected; routing the communication to an agent; recording at least a portion of the communication; identifying the information that is to be protected from the communication; and preventing unauthorized access to the information during replay of the portion of the communication.

Abstract: Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.

Abstract: Embodiments of the present invention provides systems and methods for pooled IP recording. An exemplary method of the present invention comprises monitoring a user's logon, associating a communication device to the user, assigning an interface to a recorder associated with the communication device, and recording data from the communication device sent over the interface. Another exemplary method of the present invention comprises detecting a recorder failure and dynamically routing an interface associated with the failed recorder to at least one other recorder.

Abstract: Included are systems and methods for indicating presence of data. At least one embodiment of a method includes receiving communications data associated with a communication session and determining at least one point of audio silence in the communications session. Some embodiments include creating tagging data configured to indicate the at least one point of audio silence in the communications session.

Abstract: Included are embodiments for determining an extension-to-channel mapping. At least one embodiment includes determining, at a first time, a first extension-to-channel mapping configuration, the first extension-to-channel mapping configuration including an indication that at least one extension is coupled to a first recording channel. Similarly, some embodiments include determining, at a second time, a second extension-to-channel mapping configuration, the second extension-to-channel mapping configuration including an indication that the at least one extension is coupled to a second recording channel. Similarly, some embodiments include creating an extension-to-channel map, the extension-to-channel map indicating a configuration of the at least one extension, the first recording channel, and the second channel during a time period between the first time and the second time.

Abstract: Included are embodiments for determining an extension-to-channel mapping. At least one embodiment includes receiving first data associated with a communication from at least one communications device and receiving second data from a recording resource. Some embodiments include determining whether the at least one communications device is coupled to a recording resource. Some embodiments include matching the communications device to a recording resource and in response to matching, creating an association of the at least one communications device to the recording resource.

Abstract: Included are embodiments for channel mapping. At least one embodiment of a system includes an initiating component configured to initiate a communication with a communications device, the communications device being coupled to a first extension. Some embodiments include a receiving component configured to receive recording data from a plurality of extensions at a plurality of recording resources, the plurality of extensions including the first extension and at least one other extension. Similarly, some embodiments include a first determining component configured to determine a channel that received the initiated communication.

Abstract: Disclosed in various embodiments are various systems, methods, and programs embodied on a computer readable medium for automated scoring of interactions. In one embodiment, an example of a method is provided that comprises the steps of storing a plurality of interactions in a memory, wherein a plurality of interactive factors are memorialized for each of the interactions, each of the interactive factors comprising an aspect of the interaction. The method also comprises the steps of applying a plurality of rules to each of the interactions to identify a plurality of events in each of the interactions, each of the rules defining at least one event that is associated with at least one of the interactive factors of a respective one of the interactions, and, generating a score in the computer system for each of the interactions based upon the rules defining the at least one event occurring in each of the interactions, respectively.