Abstract: A system may include processor(s), and memory in communication with the processor(s) and storing instructions configured to cause the system to correct ASR errors. The system may receive a transcription comprising transcribed word(s) and may determine whether the transcribed word(s) exceed associated predefined confidence level(s). Responsive to determining a transcribed word does not exceed a predefined confidence level, the system may generate a predicted word. The system may calculate a distance between numerical representations of the transcribed word and the predicted word and may determine whether the distance exceeds a predefined threshold. Responsive to determining the distance exceeds the predefined threshold, the system may determine whether at least one red flag word of a list of red flag words corresponds to a context of the transcription, and, responsive to making that determination, may classify the transcription as associated with a first category.

Abstract: Aspects of the disclosure relate to computing platforms that utilize improved natural language processing techniques for performance evaluation and training. A computing platform may automatically determine, based on audio transcription files, a model for dynamic performance evaluation and training, which may be dynamically updated as additional audio transcription files are received. The computing platform may receive and analyze an additional audio transcription file using natural language processing and the model, which may result in proficiency scores. Based on the proficiency scores, the computing platform may calculate an overall proficiency score and identify areas for improvement associated with the first individual. Based on the areas for improvement, the computing platform may determine performance feedback tailored to the individual and may send, to a user device associated with the individual, the performance feedback.

Abstract: A system and a method for automated data screening for background verification is provided. The invention provides for analyzing a first input file and a second input file. Data enrichment operation is performed on first input file and second input file based on captured client and CPs data from URLs which are extracted from open media sources or from data sources that organization has subscribed to obtain an enriched first input file and second input file. Matching operation is performed between enriched first input file and second input file. Adverse data is determined associated with clients and CPs data determined as true match and potential match in first input file and second input file. Further, extracted adverse data is cleaned and filtered to generate screened data associated with clients and the CPs data and generating output folder comprising output file including screened client and CPs and hit data.

Abstract: Systems and methods are provided for determining a quantity of network location visitors that are likely generated or encouraged by specific offline events. A corresponding number of leads may then be attributed to and associated with those specific events. Ongoing conversion activity of those visitors may be tracked and associated with the offline events. Conversions of those visitors may be attributed entirely or partially to one or more specific offline events. The effectiveness of each offline may then be evaluated based on aggregate lead and conversion information.

Abstract: A disconnection of a client device is disconnected during a multi-participant communication, such as a call or a conference. An indication of the disconnection is transmitted to the client device to cause an agent at the client device to record media locally at the client device. The media recorded by the agent at the client device based on the indication of the disconnection is later received and included within a recording of the communication. For example, a gap of the recording in which the disconnection occurred may be identified, such as by performing a comparison of media within the recording to identify a start time of the gap and an end time of the gap. The media is then inserted within a portion of the recording of the multi-participant communication corresponding to the gap.

Abstract: The present disclosure describes a monitoring environment that monitors an activity for activity that may be indicative of being prohibited by the local, the state, and/or the national governing authorities, namely suspicious activity, or activity that is prohibited by the local, the state, and/or the national governing authorities, namely prohibited activity. The monitoring environment verifies the activity is actually being monitored within the monitoring environment. The verification can require one or more monitoring persons monitoring the activity to perform one or more tasks to verify their attentiveness in monitoring the activity.

Abstract: Systems and methods for processing speech transcription in a speech processing system are disclosed. A first transcription of a first utterance is received. In response to receiving an indication of an erroneous transcribed word in the first transcription, a control circuitry automatically activates an audio receiver for receiving a second utterance. In response to receiving the second utterance, an audio file of the second utterance and an indication of a location of the erroneous transcribed word within the first transcription is transmitted to a speech recognition system for a second transcription of the second utterance. Subsequently, the erroneous transcribed word in the first transcription is replaced with a transcribed word from the second transcription.

Abstract: Techniques are described herein for managing email traffic and reducing the flow of incoming messages by providing alternate communication service between a sender of an email and a recipient of the email. The techniques include detecting a new email initiated via an email client from a sender's user device, the new email being addressed to a recipient's email address that is associated with a recipient's email account. The techniques also include triggering the email client to display an option for an alternate communication service to communicate with a recipient associated with the recipient's email address based at least on communication settings associated with the recipient's email account. The techniques further include receiving, from the sender's user device, a selection for the alternate communication service to communicate with the recipient.

Abstract: Systems, methods, and computer program products are provided for improving establishment and broadcasting of audio communication among mobile computing devices and for improving switching from listening mode to conversation mode on a mobile application. For example, a method comprises: receiving a selection of a conversation mode option from the user interface of the mobile application on a first mobile device of a first user displaying the conversation mode option simultaneously with both a first visual representation of a second user involved in the first audio conversation, and the second visual representation of a third user involved in the first audio conversation; and in response to receiving selection of the conversation mode option, modifying a first image of the conversation mode option, and placing the first user in the first audio conversation with the second user and the third user, or in a second audio conversation with a fourth user.

Abstract: Systems, methods, and computer program products are provided for enabling substantially instantaneous switching between conversation mode and listening mode on a mobile application. For example, a method comprises: determining a first user accesses a mobile application on a first mobile device of the first user; and enabling the first user the select a conversation mode option or a listening mode option on the mobile application, wherein the conversation mode option and the listening mode option are presented on a user interface of the mobile application on the first mobile device of the first user.

Abstract: A computing apparatus configured to perform natural language processing, e.g., by comparing the words in a communication transcript of a user to a list of keywords, to generate an input vector representing a pattern of text in the communication transcript. A predictive model is generated from correlating input vectors to user ranking scores, e.g., for retention. The input vector determined from a communication transcript is applied to the computation model to compute a predicted retention score of the user. The retention score can be used, for example, to select a personalized recommendation for a communication connection to an adviser and/or a targeted offer.

Abstract: Systems and methods of facilitating computer telephone integration between customer relationship management (CRM) applications on client computing devices in a contact center environment are provided. A client computing device in the contact center environment can include a processor and memory. The client computing device can have a user workstation including a contact toolbar application and a CRM application to provide computer telephony integration data for display by the client computing device. The contact toolbar application can provide a connection point within the user workstation. The user workstation can establish an integration channel over a data network via the connection point between the contact toolbar application and the CRM application for real time exchange of the computer telephony integration data between the contact toolbar application and the CRM application.

Abstract: Embodiments disclosed herein provide systems and methods for recording WebRTC communications at a network edge. In a particular embodiment a method provides, in an edge system of a communication network, receiving identification information that identifies a first endpoint and a second endpoint between which a first WebRTC communication will be established. The method further provides establishing the first WebRTC communication between the first and second endpoints through the edge system using the identification information. Also, the method provides identifying packets for the first WebRTC communication and recording the packets to a storage system.

Abstract: Each person to a communication session records their contributions to the communication session. Metadata is maintained for each contribution to identify the time of the contribution and any other useful information to enable the content of the contribution to be accessed at a later point in time. When a portion of the communication session is to be recreated, the people involved in the communication session are requested to provide their contributions for a particular period of time or all contributions associated with a particular topic. Users will then select and forward previously recorded contributions that they are willing to have included in the recreation. By collecting contributions from the individuals involved in the communication session, the intended portion of the communication session may be recreated. Since each person is recording their own contribution to the communication session, no explicit permission is required to record the conversation.

Abstract: A user may accelerate or decelerate the speed of playback of a recorded message provided by an interactive voice response (IVR) system at any time during the course of listening to the recorded message. The user may provide speed control instructions using predetermined keys or buttons on a communications device to modify the speed of the recorded message playback. Alternatively or additionally, the user may speak words to adjust the speed that a recorded message is being played to them. A speed control instruction may cause some or all of the recorded message to be repeated.

Abstract: An architecture and process flow for a system that processes event notifications from a speech analytics system for the purpose of controlling the recording of calls in a contact center for various contexts. Based on the regulatory context of the call, call recording may require requesting and receiving consent from the remote party to record the call. A speech analytics system operating in conjunction with an event handler module and a call recording application specific module can facilitate automatically recording the call and minimize agent intervention. The application specific module may provide icons and text on the agent's display to remind or inform the agent of the context and various conditions. The application specific module may also control various recording equipment.

Abstract: The present invention provides a system for recording an interaction including, a telephone call between a caller and a digital processing system placed over an interjurisdictional boundary, and may include a telephone call placed to at least one called recipient. For example, a caller may place a telephone call over an interjurisdictional boundary to a remote computer server. The server may use an interactive voice response (IVR) unit to obtain caller identification information, provide recording identification information to the caller, and receive authorization from the caller to record an interaction between the caller and a call recipient. The server can also obtain testamentary intent information. A telephone call may then be placed by the server to the recipient, and a two-party digital voice recording can be made on the remote server of a three-way telephone call, in which the server is one of the parties.

Abstract: Various technologies described herein pertain to retaining content of a conference call for accelerated replay. The content of the conference call can be recorded. Further, establishment of a connection of a participant to the conference call can be detected. For instance, the connection can be established with a computing device of the participant. Moreover, the establishment of the connection of the participant to the conference call can be detected subsequent to initiation of the recording of the content of the conference call. Responsive to detection of the establishment of the connection of the participant to the conference call, at least a portion of recorded content of the conference call can be transmitted to the computing device for playback at a playback speed that is greater than a speed at which the content is recorded.

Abstract: The present invention provides a system for recording an interaction including, a telephone call between a caller and a digital processing system placed over an interjurisdictional boundary, and may include a telephone call placed to at least one called recipient. For example, a caller may place a telephone call over an interjurisdictional boundary to a remote computer server. The server may use an interactive voice response (IVR) unit to obtain caller identification information, provide recording identification information to the caller, and receive authorization from the caller to record an interaction between the caller and a call recipient. The server can also obtain testamentary intent information. A telephone call may then be placed by the server to the recipient, and a two-party digital voice recording can be made on the remote server of a three-way telephone call, in which the server is one of the parties.

Abstract: A file management system that transmits a record file of voice data or image data created by a local device to a center device over a network and manages the record file in the center device. The center device receives attribute information about the record file, including the ID of the record file, which is created in the local device, further acquires extended attribute information associated with the attribute information from a PBX, call control server, or customer server, stores management table including the attribute information and the extended attribute information. The extended attribute information of the record file suggests frequency of the reference for the record file in the local device. The center device decides the timing of the upload request for the record file based on the extended attribute information of the record file.

Abstract: A system, method and computer program product records call data, may include, an input couplable to an audio source, memory; network interface; and processor(s), configured to: detect a call, capture digital audio data, and transmit digital audio data over the network interface to a network accessible resource. The apparatus may include processor(s) to record a call, audio (e.g., speaker, etc); and/or any other content such as video/image(s) from webcam; user screen capture (e.g., employee) computing device; environmental sensor data (e.g., temperature, etc.); geo-location information from a device (e.g., GPS); computer usage; electronic communications (e.g., email, etc.); or social networking activities; to provide/transmit activity information to a network cloud to store, or to process (e.g.

Abstract: A system and method is provided for providing searchable customer call indexes. Consistent with disclosed embodiments, a system may receive call information associated with telephone conversations between callers and a vendor, the call information including an audio recording or transcript for each telephone conversation. The system may also identify one or more keywords from the audio recordings or transcripts and index the call information into one or more indexes based on the identified keywords. Finally, the system may determine search results responsive to a search query based on the indexing. In some embodiments, changes to customer service may be identified based on the search results.

Abstract: A communication session analyzer is integrated or otherwise coupled to an audio player to generate a system for analyzing voice-based communication sessions. Embodiments of the system also include a data store and an output device, respectively. The analyzer identifies a communication session attribute. An automated or human reviewer of a stored communication session forwards an assessment for an observed communication session. The data store receives and stores the communication session attribute with the assessment in a common format. Alternatively, an output device generates a representation that includes the communication session attribute and the assessment. When customer feedback is available for a particular communication session, the system identifies the communication session as one that should be reviewed.

Abstract: Included are embodiments for providing an interface. At least one embodiment of a method includes receiving communications data associated with a communications session, the communications session facilitated in an Internet Protocol environment and providing an interface for facilitating recording of at least a portion of the communications session, the interface being facilitated in an Internet Protocol format.

Abstract: A method and apparatus for performing lawful intercept in a group call is described. A group call for is established and at least one target member device of the group call is identified as corresponding to a subject to be tracked. Call content for communications corresponding to the call is then tracked from the beginning of the call. A query is presented to a law enforcement authority to determine whether the law enforcement authority wishes to receive call data collected before the target joined the call or after the target leaves the call.

Abstract: Inmate communications can include establishing a communication, between an inmate device and a registered device, and storing information associated with the communication in a local data store.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, receiving over a communication network audio voice data originating from a telephony communication session established between a first communication device and a second communication device, transcribing the audio voice data to a text transcription, detecting a presence of a first communication device in the vicinity of a media processor device, and presenting the text transcription on a display communicatively coupled to a media processor device in response to the detected presence of a first communication device. Other embodiments are disclosed.

Abstract: A computer system providing access to both the Internet and the publicly switched telephone network allows providing an additional dimension of information capture for oral examinations, dating services, oral histories and storytelling.

Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for determining whether and how to record voice calls, or portions thereof, for calls processed by a contact center. Calls can be classified as being in a context that is either single-party consent or dual-party consent depending on whether the call is inter-state or intra-state and which state(s) are involved. In one embodiment, the contact center may access tables that indicate for a telephone number whether the call involves a state that adheres to a single-party consent regime or a dual-party consent regime. A speech analytics system may further be used to ascertain whether aural consent is provided by the remote party, or whether the agent properly requested and responded to the remote party's response. Depending on the context, all parties, one party, or no parties may be recorded.

Abstract: A call recording system for recording WebRTC calls between a user and an agent of an enterprise is provided. The call recording system includes a monitor module for monitoring and detecting at least one request to establish WebRTC call with an agent of the enterprise. The call recording system includes a fork module for forking media streams associated with the at least one WebRTC call. The call recording system further includes a record module for recording the forked media streams to record the at least one WebRTC call. The call recording system further includes a barge module for enabling a supervisor to barge into the at least one WebRTC call.

Abstract: 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.

Abstract: An office telephone system contains packet switched network and network telephone sets coupled to said packet switched network for transmitting and receiving speech data in addressed packets. A packet switched network interface taps the packet switched network and processes packets received from the packet switched network by identifying first and second packets that contain network voice call data for respective sides of a network telephone calls. The packet switched network interface mixing speech data from the first and second packets into streams while the call proceeds. Each stream comprising a mix of speech data from both sides of a respective one of the network telephone calls. An application program interface defines provides access to the streams to a programmable set of applications. In addition a line interface circuit taps call dedicate telephone lines outside the network and generates further speech data streams from signals from the call dedicated telephone lines.

Abstract: Various embodiments of systems, methods, and computer programs are disclosed for joining an online conference already in progress. One such method comprises: a conferencing system establishing an audio conference between a plurality of participants accessing the conferencing system via a communication network; the conferencing system presenting to the participants via a graphical user interface the audio conference and a conference interface displaying a participant object identifying each of the participants; synchronously recording the audio conference with content presented in the conference interface; storing the synchronized audio conference and the content; during the audio conference, receiving from a new participant a request to join the audio conference already in progress; and in response to the request to join the audio conference, playing back the synchronized audio conference and the content presented in the conference interface to the new participant beginning from a recording start location.

Abstract: A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed.

Abstract: In a method for recording telephone conversations between a subscriber to a service provider and a telephone conversation partner, the subscriber dials the number of the service provider and interacts with a menu-driven IVR user interface, entering his subscriber number as well as a corresponding PIN-number to authenticate himself. After the verification, the subscriber can chose one or more of the following options: (a) listen to one or more of his previously recorded telephone conversations, (b) delete one or more of his previously recorded telephone conversations, (c) arrange that all incoming and outgoing calls are to be automatically recorded, (d) deactivate the setting that all incoming and outgoing calls are automatically recorded, and/or (e) record the next telephone conversation. At the beginning of each conversation to be recorded, the service provider informs the telephone conversation partner, via a warning voice message, that the telephone conversation will be recorded.

Abstract: A file management system that transmits a record file of voice data or image data created by a local device to a center device over a network and manages the record file in the center device. The center device receives attribute information about the record file, including the ID of the record file, which is created in the local device, further acquires extended attribute information associated with the attribute information from a PBX, call control server, or customer server, stores management table including the attribute information and the extended attribute information. The extended attribute information of the record file suggests frequency of the reference for the record file in the local device. The center device decides the timing of the upload request for the record file based on the extended attribute information of the record file.

Abstract: A method and apparatus for enabling the upgrade of a VoIP endpoint device by downloading a firmware component to support CALEA related monitoring and recording of conversations for all calls originated or terminated by the endpoint device are disclosed. The upgraded CALEA firmware component can be activated by the network on demand or when the signaling information to set up a watched call is received. Once the recording is completed it can be translated into a standard audio format file that can be uploaded transparently to the network and sent in near real time to the appropriate CALEA server.

Abstract: The present invention relates generally to retaining outgoing audio messages between two voice communicating devices. In particular, the present invention relates to a system and method for using an external device that monitors all outgoing communication from a voice communicating device and stores such voice data with associate information for future retrieval. A system and method is disclosed that uses a device on the sender's side or on a remote system offered through the voice data network to monitor and record voice mails simultaneously with the receiver's side voice mail device. The recorded mail is available for access from any voice data device and also through electronic mail.

Abstract: The present invention provides a system for recording an interaction including, a telephone call between a caller and a digital processing system placed over an interjurisdictional boundary, and may include a telephone call placed to at least one called recipient. For example, a caller may place a telephone call over an interjurisdictional boundary to a remote computer server. The server may use an interactive voice response (IVR) unit to obtain caller identification information, provide recording identification information to the caller, and receive authorization from the caller to record an interaction between the caller and a call recipient. The server can also obtain testamentary intent information. A telephone call may then be placed by the server to the recipient, and a two-party digital voice recording can be made on the remote server of a three-way telephone call, in which the server is one of the parties.

Abstract: A method of receiving a phone number is provided, including receiving, at a receiver of a first phone during a first voice communication session between the first phone and a second phone, a phone number transmitted by a user of the second phone after the first voice communication session is established. The phone number is detected with a signal detector coupled for communication with the receiver, and stored in a memory coupled to the signal detector.

Abstract: A telephony system comprising means to establish an initial telephone call (1) between at least two initial telephone terminals (2, 3) characterized in that it further comprises: a call recording server (5) designed to record said initial telephone call (1), a speech to text engine (6) able to make a text transcription (9) of said initial telephone call (1), a providing mean (7) able to provide said text transcription (9) to a third telephone terminal (4).

Abstract: The present invention provides a system for recording an interaction including, a telephone call between a caller and a digital processing system placed over an interjurisdictional boundary, and may include a telephone call placed to at least one called recipient. For example, a caller may place a telephone call over an interjurisdictional boundary to a remote computer server. The server may use an interactive voice response (IVR) unit to obtain caller identification information, provide recording identification information to the caller, and receive authorization from the caller to record an interaction between the caller and a call recipient. The server can also obtain testamentary intent information. A telephone call may then be placed by the server to the recipient, and a two-party digital voice recording can be made on the remote server of a three-way telephone call, in which the server is one of the parties.

Abstract: An interactive voice response system for a correctional facility commissary is described. The system is configured to receive incoming communications from an inmate to the correctional facility commissary. The system detects violations of facility restrictions to orders for commissary goods at more than one point in time, and allows comprehensive review and editing of pending orders for commissary items.

Abstract: A method and apparatus for enabling a packet network based service feature to record verbal notes or other spoken (or even artificially generated audio) information on behalf of a subscriber while in a conversation are disclosed. In one embodiment, the present method allows a subscriber to effectively self-record or verbally transcribe desired portions of a conversation without the fear of privacy invasion.

Abstract: Disclosed are methods and systems for providing pre-call-connection messaging services to calling parties. In at least one embodiment, a first call-setup request is received from a calling party, reflecting a request that an active call be set up between the calling party and a called party. Responsive to the first call-setup request, at least one network device starts to attempt to establish the active call between the calling and called parties at least in part by transmitting a second call-setup request to the called party. Prior to receiving a response to the second call-setup request, the at least one network device starts to record a message for the called party while continuing to attempt to establish the call. If the active call is not successfully established prior to an affirmative termination of the message recording, the recorded message is thereafter made accessible to the called party.

Abstract: A system and method for recording telephone conversations which have been placed on hold is provided. After a telephone conversation has been placed on hold, assuming that the conversation was being recorded, the call is designated to be in the background. Once a processor senses that a background call exists, a check is performed to determine if there is a downlink connection for this call. If there is, a new communication channel is opened so that the background call can be recorded and then appended to the original recording.

Abstract: A software solution to recording IP based communications that is highly scalable and reliable. Recordings can be configured to occur automatically or be triggered on-demand by a user that has been given the rights to do so. The user initiating the on-demand recording need not be a participant on the call. The solution is based on two server components: a call manager and a media server. The call manager is responsible for re-routing the IP media stream between two endpoints via the media server. The media server relays the IP media packets while capturing a copy that is stored as the recording. The recordings are stored on a network share and secured using standard network file security mechanisms. Access to playback recordings requires rights that are configured via the administrator. Playback of the recordings can be accomplished via the phone, client application or web service. Each playback interface offers a listing of recordings that the user has rights to access.

Abstract: A system and method are provided for allowing a user to consent to call recording. A user is prompted to make a recording preference. The recording preference is stored in a table indexed by UCID (universal call ID) or as part of a UUI (user-to-user information) field of the call. A recording module and/or a compliance manager, both associated with a call center, are configured to record or not record the call based on the recording preference. The recording preference can be enforced on incoming and outgoing calls to and from the call center. Advantageously, the user's recording preference is enforced throughout the call, regardless of how the call is routed/transferred within the call center.

Abstract: Techniques for improving customer relationship management are disclosed. The techniques may be realized via a call processing system that may efficiently rout an incoming call to an agent of a call center. Also, the call processing system may provision a telephone number to a web-based help desk call center. Further, the call processing system may include a communication framework enabling a communication between a plurality of browser windows and a local storage medium.

Abstract: There is described method and apparatus for processing signals of a telephonic communication, where the signals represent sensitive and non-sensitive information. A described method comprises processing the signals to provide a first version of the signals that is to be recorded and a second version of the signals that is to be output as audio; monitoring at least the first version of the signals to detect, in said at least the first version of the signals, one or more instances of one or more predetermined characteristics that represent the sensitive information conveyed by the signals; and modifying said at least the first version of the signals by removing the identified predetermined characteristics from said at least the first version of the signals.