Systems and methods for secure recording in a customer center environment

• US 8,724,778 B1
• Filed: 12/14/2010
• Issued: 05/13/2014
• 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:
  US12/968,232
• Time in Patent Office: 1,246 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
• 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 during a communication session, said method comprising:

recording data associated with the communication session at a recorder, the data being acquired by a capture ending at a media distribution device, 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;

receiving an instruction at the recorder, the instruction being forwarded from the media distribution device;

protecting the data at the recorder from unauthorized access in response to receiving the instruction; and

stopping protecting the data after a predetermined timeout period expires.

2. The method of claim 1, wherein the recorder protects the data by pausing the recording of the data.

3. The method of claim 1, wherein in response to the instruction, the recorder performs the protecting of the data by one of inserting silence into at least a portion of the recording or encrypting at least a portion of the recording.

4. The method of claim 1, further comprising receiving a second instruction to stop protecting the data.

5. The method of claim 1, further comprising:

invoking business rules upon receiving the instruction at the recorder; and

protecting the data in accordance with the business rules.

6. The method of claim 1, further comprising receiving the instruction from a third-party system.

7. The method of claim 6, wherein the third-party system is one of a customer relationship management (CRM) system, interactive voice response (IVR) system, computer telephony integration (CTI) server, an analytics application or a payment application.

8. An apparatus for protecting information provided during a communication session, comprising:

a recorder that records data associated with the communication session that is acquired by a capture ending at a media distribution device, and that receives an instruction from the media distribution device to protect the data from unauthorized access by at least one of pausing the recording, inserting silence into at least a portion of the recording or encrypting at least a portion of the data, 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 after a predetermined timeout period expires, the data is unprotected.

9. The apparatus of claim 8, wherein the recorder receives a second instruction unprotect the data.

10. The apparatus of claim 8, wherein business rules are invoked upon receiving the instruction, and wherein the data is protected in accordance with the business rules.

11. The apparatus of claim 8, further comprising receiving the instruction from a third-party system.

12. The apparatus of claim 11, wherein the third-party system is one of a customer relationship management (CRM) system, interactive voice response (IVR) system, computer telephony integration (CTI) server, an analytics application or a payment application.

13. The apparatus of claim 8, wherein an indication is provided upon playback that the protected data has been protected.

14. The apparatus of claim 13, wherein one silence or an audible identifier is played-back to provide the indication.