Systems and methods for secure recording in a customer center environment

• US 8,675,824 B1
• Filed: 12/14/2010
• Issued: 03/18/2014
• Est. Priority Date: 05/23/2008
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Barnes, Robert John, Calahan, Marc, Williams, Jamie Richard, Dong, Thomas Z., Smith, Damian
• Primary Examiner(s): Anwah, Olisa
• Application Number:
  US12/968,236
• Time in Patent Office: 1,190 Days
• Field of Search: 379/67.1, 379/68, 379/88.08, 379/88.16, 379/88.22, 379/88.23, 379/88.24, 379/88.25, 380/257
• US Class Current: 379/68
• CPC Class Codes: H04M 1/2747 Scrolling on a display
• CPC Class Codes: H04M 1/656 for recording conversations
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

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.

Claims

1. A method for protecting information provided to a first party during a communication session with a second party, said method comprising:

identifying, by a capture engine at a media distribution device, information associated with the communication session;

providing an indication from the media distribution device to a recorder to electronically protect the information, wherein the recorder has a telephony component to adjust packet size or change codec of a communication session before recording it, thereby modifying the communication, wherein a conference bridge then transmits the modified communications data to the recorder to record the modified communications data in optimal fashion; and

stopping protecting the information after a predetermined timeout period expires.

2. The method of claim 1, wherein the identifying is performed by at least one of a customer relationship management (CRM) system, interactive voice response (CRM) system, computer telephony integration (CTI) server, a desktop analytics application or a payment application.

3. The method of claim 2, further comprising:

electronically identifying the information using computer telephony integration (CTI) events to determine a time during which the information is expected to be provided during the communication; and

providing the indication to the recorder in accordance with the time.

4. The method of claim 2, further comprising:

electronically identifying the information using voice recognition to determine a time during which the information is expected to be provided during the communication session; and

providing the indication to the recorder in accordance with the time.

5. The method of claim 2, further comprising

electronically identifying the information using desktop application events to determine a time during which the information is expected to be provided during the communication session;

and

providing the indication to the recorder in accordance with the time.

6. The method of claim 5, wherein the desktop application events comprise display of a sensitive data entry screen on a desktop.

7. The method of claim 1, further comprising encrypting the information at the recorder in accordance with a first encryption key provided by a key management system.

8. The method of claim 1, wherein the information comprises at least one of audio information, video information and screen capture information.

9. The method of claim 1, further comprising, after recording, providing a second indication to automatically delete the information.

10. The method of claim 1, further comprising providing tagging information with the information at the recorder.

11. The method of claim 10, further comprising utilizing the tagging information to provide an indication that at least a portion of information was deleted after recording.

12. The method of claim 1, further comprising:

receiving a request at the recorder to replay the information; and

during the replay, not providing the information, wherein the information is one of captured audio, captured video and portions of captured screen shots.

13. A system for protecting information provided to a first party during a communication session with a second party, said system comprising:

an identifying system that cooperates with a capture engine at a media distribution device to identify information associated with an interactive communication between the first party and the from the second party that is to be protected; and

a communication interface to send an indication from the media distribution device to a recorder to electronically protect the information, wherein the recorder has a telephony component to adjust packet size or change codec of a communication session before recording it, thereby modifying the communication, wherein a conference bridge then transmits the modified communications data to the recorder to record the modified communications data in optimal fashion,

wherein protecting the information is stopped after a predetermined timeout period expires.

14. The system of claim 13, wherein the information is encrypted at the recorder in accordance with a first encryption key provided by a key management system, and wherein the information with is decrypted by first decryption key for replay by an authorized user.

15. The system of claim 13, wherein the information is electronically identify using one of computer telephony integration (CTI) events, voice recognition and desktop application events to determine a time during which the information is expected to be provided during the communication session, and wherein the time is provided to the recorder by the identifying system.

16. The system of claim 13, wherein the information comprises at least one of audio information, video information and screen capture information.

17. The system of claim 13, wherein the information is recorded with tagging information at the recorder.

18. The system of claim 17, wherein the tagging information is utilized to provide an indication that the information was deleted after recording.

19. The system of claim 13, wherein a request is received by the recorder to replay the information, and wherein during the replay the information is not provided, the information is one of captured audio, captured video and portions of captured screen shots.

20. A system for protecting information provided to a party via a communication network, comprising:

a communication monitoring system operative to monitor an interactive communication via a communication network;

an identifying system provided within a capture engine at a media distribution device that identifies information contained in the communication that is to be protected; and

a communication interface to communicate instructions from the media distribution device to a recorder to electronically protect the information in the communication to prevent unauthorized access to the information, wherein the recorder has a telephony component to adjust packet size or change codec of a communication session before recording it, thereby modifying the communication, wherein a conference bridge then transmits the modified communications data to the recorder to record the modified communications data in optimal fashion,

wherein protecting the information is stopped after a predetermined timeout period expires.