Morphing of audio

Customers licensed to use morphing can protect the identity of a person speaking on an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. by changing the voice heard. The anonymity of the speaker is preserved while the audio remains intelligible. The system can morph audio for the employee/agent channel only or for the employee/agent channel and the customer channel.

For cloud deployments, capture occurs using rules. For on-premises deployments, capture occurs using a data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs..

  • The data source or rule that captures the interaction determines whether morphing applies and which channels get morphed.

  • If an interaction uses morphing, role privileges determine whether morphing is required during replay and export of interactions media.

    • When replaying interactions:

    • When exporting interactions media:

      • Users without the Export without morphing privilege export audio as configured in the data source or rule that captured the interaction. Capture can be configured for no morphing, employee/agent morphing, or employee/agent and customer morphing.

      • Users with the Export without morphing privilege can choose whether to export the morphed voice or the original voice. This privilege is not enabled for any default roles in the suite.

To learn more about how audio morphing works, see the related information reference.

Concepts

Compliance capture in the contact center

Compliance capture in trading environments

Redaction of sensitive customer information

Audited activity for the Real-Time Analytics (RTA) Framework

Controlling interaction access using Conditional Custom Data

Related information 

Audio morphing (Player Application that displays recorded interaction data in audio waveform format, which is a color-coded display of the voice energy levels of the employee and customer. The Player also provides metadata about the interaction. User Guide)