Protecting sensitive information provided by a party to a contact center

摘要

In one embodiment, a secure mechanism operates in conjunction with a three-way bridge in a contact center to protect against inadvertent exposure of sensitive information provided during a call. During the call, an agent may bridge on an interactive voice response system (“IVR”) onto the call prompting the party to enter sensitive information, such as a credit card account number, to effect a payment. The information may be provided by the party using dual-tone multiple frequency (“DTMF”) tones or speech. The IVR may provide a confirmatory announcement indicating the sensitive information received. A switch may be controlled by the IVR so that any sensitive information expected from the party or provided by the IVR in a confirmatory announcement is not presented to the agent or to a recording system. In this manner, the IVR suppresses the exposure of sensitive information to the agent and/or a recording system.

主权项

1. A system for controlling whether an agent in a contact center is exposed to sensitive information, comprising:
a three-way bridge connected to a call between a remote party and the agent; and an interactive voice response (“IVR”) unit, wherein the IVR unit is bridged via the three-way bridge onto the call as directed by the agent in order to collect a first piece of sensitive information provided by the remote party, wherein the IVR unit controls whether SIP-based information conveying the first piece of sensitive information is provided to the agent by controlling a switch, and wherein the IVR unit is configured to:
select a first announcement to play to the remote party,determine whether the first announcement to be played to the remote party conveys a second piece of sensitive information,if the first announcement to be played conveys the second piece of sensitive information, then control the switch so that the second piece of sensitive information is not conveyed to the agent, andif the first announcement does not convey the second piece of sensitive information, then control the switch to convey the first announcement to the agent.