Medallia, Inc.

Wayne Ramprashad

David Garrod

John Kuhns

Stephan Koledin

An improved method for transcribing/redacting VOIP calls on the fly produces redacted transcripts/audio, in real time, without producing any non-volatile storage footprint for unredacted call audio or transcripts.

On-the-fly transcription/redaction of voice-over-IP calls

The invention relates to systems/methods that enable real-time monitoring/processing of contact center communications to provide timely, actionable analytic insights and real-time critical call alerts, while simultaneously providing best-in-class protection of sensitive customer information.

Real-time contact center speech analytics, with critical call alerts, deployed across multiple security zones

A compact, self-authenticating, and speaker-verifiable record of an audio communication involving one or more persons comprises a record, encoded on a non-transitory, computer-readable medium, that consists essentially of: a voiceprint for each person whose voice is encoded in the record; a plurality of transcription records, where each transcription record consists essentially of a computer-generated speech-to-text decoding of an utterance and voiceprint associating information that associates a speaker of the utterance with one of the voiceprints stored in the record; and self-authenticating information sufficient to determine whether any of the information encoded in the communication record has been altered.

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Pittsburgh, PA, United States of America

Wayne Ramprashad