Systems and methods of controlling confidential communication in contact handling systems

摘要

Methods and apparatus for improving confidentiality of sensitive information received from a customer in a contact handling system including an agent are disclosed. The method can include opening a first connection path between the customer and the contact handling system. The method can include making communication sent by the customer through the first connection path available to the agent. The method can include opening a second connection path between the customer and the contact handling system as the agent and customer communicate over the first connection path. The method can include preventing the agent from accessing communication sent over the second communication path. The method can include receiving sensitive information through the second communication path.

主权项

1. A method for improving transmission and confidentiality of sensitive information in a contact handling system via limiting the ability of an agent to access the sensitive information transmitted from a customer to the contact handling system over the course of a contact, the method comprising:
communicating with the customer via one or more contact handling system devices at the contact handling system via a first media channel including a first media, the first media channel associated with a first customer device, wherein communication received from the customer via the first media channel is communicated to the agent and wherein communication from the agent to the customer is communicated to the customer via the first media channel and the first customer device; and receiving the sensitive information from the customer via the one or more contact handling system devices at the contact handling system via a second media channel including a second media including a Short Message Service message, the second media channel associated with a second customer device, wherein:
as the sensitive information is received via the second media channel, communication received from the customer via the first media channel is communicated to the agent;the sensitive information is not accessible by the agent; andthe customer and agent continue to communicate via the first media channel while or after the sensitive information is received by the contact handling system.