Call Center Techs

Customer Identification by Voice print

Extract voice fingerprint from previous customer call recording and store it for future 
comparisons when the customer calls again.

Application:
* Fraud detection - detect the person voice print is different from the identity provided 
and raise flag for review or detect known fraudulent individuals in calls and alert the agent
to inquire for additional indentification challenges.
* Identification - provide agents with additional feedback for user's authenticity of 
his/her claimed identity

Candidate techs:
http://echoprint.me/

Voice Stress Detection

Detect stress in voice recording as basis for service quality. The idea is if theres a lot of 
stress then the call didnt went well and could be flagged for review.

Application
* Fraud detection - detect person is lying during calls
* Customer service quality - detect irritations during calls (shouts, etc)

Candidate techs:
http://liarliar.sourceforge.net/
http://cmusphinx.sourceforge.net/wiki/ -  has asterisk integration
http://www.politepix.com/openears/ - for mobile