Abstract: A computer-implemented system and method for masking special data is provided. Speakers of a call recording are identified. The call recording is separated into strands corresponding to each of the speakers. A prompt list of elements that prompt the speaker of the other strand to utter special information is applied to one of the strands. At least one of the elements of the prompt list is identified in the one strand. A special information candidate is identified in the other strand and is located after a location in time where the element was found in the voice recording of the one strand. A confidence score is assigned to the element located in the one strand and to the special information candidate in the other strand. The confidence scores are combined and a threshold is applied. The special information candidate is rendered unintelligible when the combined confidence scores satisfy the threshold.

Abstract: A system and method for storing call recordings in a call center is provided. Incoming calls to a call center are monitored. Retention criteria are obtained and ordered by importance. The retention criteria are applied to each of the calls. Those calls that match at least one of the retention criteria are identified. The identified calls that include one of a single highly important criteria and two or more less important criteria are selected for retaining in the call center. Recordings of the selected calls are stored in the call center.

Abstract: A system and method for managing hold times during automated call processing is provided. A call is received from a caller and assigned to a call session. Data is obtained from the caller and evaluated for caller attributes related to the call session. Hold times are identified during the call session. Response content is customized for at least one of the hold times using the caller attributes. The customized response content is provided to the caller during that hold time.

Abstract: A system and method for transmitting voice messages to a discussion group is provided. Users signed-on to a voice message server are identified. Each signed-on user is associated with one or more discussion groups and a personal communication device. The voice message server receives a voice message from one of the signed-on users via the personal communication device associated with that signed-on user and a discussion group to which the voice message is to be sent. The voice message from the signed-on user is provided to the other signed-on users in the discussion group.

Abstract: A computer-implemented system and method for correlating activity within a user interface with special information is provided. A user interface with data entry fields is provided. One or more of the data entry fields is designated for special information. A first screen shot of the user interface is captured, and a second screen shot of the user interface is captured at a later time. The first and second screen shots are compared. A change comprising at least a portion of an entry within one of the data entry fields for special information in the second screen shot is identified between the first and second screen shots. The entry is rendered unintelligible.

Abstract: A computer-implemented system and method for providing recommendations for hiring agents within a call center environment is provided. A list of candidates for hire as agents within a call center is maintained. A voice recording from each of the candidates is analyzed by measuring voice characteristics within the voice recording and by calculating a score for the voice recording based on the measured voice characteristics. A threshold is applied to the voice recording score. One or more of the candidates on the list of candidates for hire is retained when the voice recording score for that candidate satisfies the threshold. One or more of the candidates from the list is removed when the voice recording score for that candidate fails to satisfy the threshold.

Abstract: A computer-implemented system and method for providing coaching to agents in a call center during a call is provided. A voice recording is obtained from a call between a caller and an agent of a call center. The voice recording of the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. A stage of persuasion of the caller is identified based on the identified traits in response to an offer provided by the agent. The caller is persuaded to accept the offer by providing guidance to the agent regarding further information about the offer for the user based on the stage of persuasion.

Abstract: A computer-implemented system and method for matching agents with callers within a call center environment is provided. A database of traits for agents within a call center is maintained. A call is received into the call center and a voice recording is obtained from a caller during the call. The voice recording from the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. The caller traits are compared with the traits for the agents. One or more of the agents similar to the user are identified based on the trait comparison. One of the similar agents is selected and the call is transferred to the selected agent.

Abstract: A computer-implemented system and method for processing user communications is provided. Instructions are received within a call center from a user via a vehicle calling system. A determination as to whether the instructions are correctly received is confirmed by processing the instructions, by providing results of the processed instructions to the user, and by receiving confirmation that the results are correct. The instructions are converted from speech to text upon the confirmation and are subsequently provided to an agent. A communication is received from the agent in response to the instructions and the communication is provided to the user via the vehicle calling system.

Abstract: A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.

Abstract: A system and method for processing a call between a caller and a live agent is provided. A stream of verbal speech utterances is received from the caller and converted into text. Text messages are received from the agent in response to the stream of verbal speech utterances and converted into synthesized speech utterances. The synthesized speech utterances are provided to the caller. A record of the call is processed and presented to a further live agent for manipulation. The manipulated record is stored.

Abstract: A computer-implemented system and method for voice transcription error reduction is provided. Speech utterances are obtained from a voice stream and each speech utterance is associated with a transcribed value and a confidence score. Those utterances with transcription values associated with lower confidence scores are identified as questionable utterances. One of the questionable utterances is selected from the voice stream. A predetermined number of questionable utterances from other voice streams and having transcribed values similar to the transcribed value of the selected questionable utterance are identified as a pool of related utterances. A further transcribed value is received for each of a plurality of the questionable utterances in the pool of related utterances. A transcribed message is generated for the voice stream using those transcribed values with higher confidence scores and the further transcribed value for the selected questionable utterance.

Abstract: A computer-implemented system and method for identifying and masking special information within recorded speech is provided. A field for entry of special information is identified. Movement of a pointer device along a trajectory towards the field is also identified. A correlation of the pointer device movement and entry of the special information is determined based on a location of the trajectory in relation to the field. A threshold is applied to the correlation. The special information is received as verbal speech. A recording of the special information is rendered unintelligible when the threshold is satisfied.

Abstract: A computer-implemented system and method for validating call connections is provided. Metadata about a connecting party is collected during a call, wherein the call is received by or initiated by a user. A connection status for the call is verified. The connecting party metadata is compared with connecting party records stored in a database and an attempt to determine an identity of the connecting party is made based on the comparison. A determination as to whether a security certificate is present with the metadata is made. The connection status is determined based on the connecting party identity attempt and the identification of whether the security certificate is present. The determined connection status is provided to the user.

Abstract: A computer-implemented system and method for individual record encryption is provided. A plurality of records associated with incoming calls to a call center are maintained. A unique encryption key is randomly generated for each record. The records are each encrypted using the encryption key generated for that record. The keys are stored in a location separate from the encrypted records.

Abstract: A computer-implemented system and method for masking special data is provided. Speakers of a call recording are identified. The call recording is separated into strands corresponding to each of the speakers. A prompt list of elements that prompt the speaker of the other strand to utter special information is applied to one of the strands. At least one of the elements of the prompt list is identified in the one strand. A special information candidate is identified in the other strand and is located after a location in time where the element was found in the voice recording of the one strand. A confidence score is assigned to the element located in the one strand and to the special information candidate in the other strand. The confidence scores are combined and a threshold is applied. The special information candidate is rendered unintelligible when the combined confidence scores satisfy the threshold.

Abstract: A computer-implemented system and method for transcribing verbal messages is provided. Verbal messages each comprising audio content are received. Automatically recognized text is generated for the audio content of at least one of the verbal messages. A turn-around processing time is applied to the verbal message. The automatically recognized text and verbal message are transferred to a human agent when an expected processing time of the verbal message satisfies the turn-around processing time. At least a portion of the automatically recognized text is replaced with manual transcription from the human agent. The automatically recognized text and manual transcription are provided as a text message.

Abstract: A system and method for processing a call between a caller and a live agent is provided. A stream of verbal speech utterances is received from the caller and converted into text. Text messages are received from the agent in response to the stream of verbal speech utterances and converted into synthesized speech utterances. The synthesized speech utterances are provided to the caller. A record of the call is processed and presented to a further live agent for manipulation. The manipulated record is stored.

Abstract: A system and method for efficiently reducing transcription error using hybrid voice transcription is provided. A voice stream is parsed from a call into utterances. An initial transcribed value and corresponding recognition score are assigned to each utterance. A transcribed message is generated for the call and includes the initial transcribed values. A threshold is applied to the recognition scores to identify those utterances with recognition scores below the threshold as questionable utterances. At least one questionable utterance is compared to other questionable utterances from other calls and a group of similar questionable utterances is formed. One or more of the similar questionable utterances is selected from the group. A common manual transcription value is received for the selected similar questionable utterances. The common manual transcription value is assigned to the remaining similar questionable utterances in the group.

Abstract: A system and method for enabling two computer systems to communicate over an audio communications channel, such as a voice telephony connection. Such a system includes a software application that enables a user's computer to call, interrogate, download, and manage a voicemail account stored on a telephone company's computer, without human intervention. A voicemail retrieved from the telephone company's computer can be stored in a digital format on the user's computer. In such a format, the voicemail can be readily archived, or even distributed throughout a network, such as the Internet, in a digital form, such as an email attachment. Preferably a computationally efficient audio recognition algorithm is employed by the user's computer to respond to and navigate the automated audio menu of the telephone company's computer.