Using a Speech Analytics System to Control Recording Contact Center Calls in Various Contexts

An architecture and process flow for a system that processes event notifications from a speech analytics system for the purpose of controlling the recording of calls in a contact center for various contexts. Based on the regulatory context of the call, call recording may require requesting and receiving consent from the remote party to record the call. A speech analytics system operating in conjunction with an event handler module and a call recording application specific module can facilitate automatically recording the call and minimize agent intervention. The application specific module may provide icons and text on the agent's display to remind or inform the agent of the context and various conditions. The application specific module may also control various recording equipment.