Patent Document ID: 9247056
Application ID: 11680908

Base Claim:
1. A contact center comprising: the contact center configured to provide automated interactive communications with callers, providing queue management for callers waiting to communicate with live human agents, and providing skills based routing for assigning live human agents to callers; and a speech identification and verification (SIV) component configured to analyze speech utterances and configured to determine a speaker identity based upon biometric characteristics of the analyzed speech utterances, wherein said SIV component processes speech from contact center sessions that are each between a caller and a human agent to automatically identify the human agent of the contact center involved in each of the contact center sessions based on the biometric characteristics of the speech utterances of that human agent, wherein said SIV component determines whether the human agent that logged into the contact center with a user identifier uniquely assigned to the human agent is indeed the human agent involved in the contact center sessions.

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Claim 2:
2. The contact center of claim 1 , wherein a use of the SIV component prevents agent substitutions from occurring of which the call center is unaware, wherein substitutions for which prevention occurs are each a substation where a human who is not the human agent substitute for the human agent by using the user identifier and password of the human agent.