Abstract: A system for capturing voice files and rendering them searchable, comprising one or more devices capable of capturing audio speech electronically, a recorder coupled to the devices for retrieving audio speech, a controller coupled to the recorder, a recognition engine adapted to transcribe audio speech into text, and a database system is disclosed. In the system, the controller causes the recorder to capture audio speech from at least one of the devices, the recorder stores the audio speech as data in the database system, and the recognition engine subsequently retrieves the audio speech data, transcribes the audio speech data into text, and stores the text and data associating the text data with at least the audio speech data in the database system for subsequent retrieval by a search application.

Abstract: A system for customer interaction includes a telephony-enabled device for receiving voice calls from customers, a voice recognition engine connected to the telephony-enabled device for monitoring the voice channel, and an application server connected to the voice recognition engine for receiving notification when specific keywords phrases or tones are detected. The system is characterized in that the application server selects scripts for presentation to the customer based at least in part on the notifications received from the voice recognition engine.