Terminal, method and program

Abstract

To prevent leakage of confidential information.SOLUTION: A terminal according to an embodiment is a terminal which is communicatively connected with an information management server managing prescribed information, and includes a display unit for displaying information acquired from the information management server which manages prescribed information. The display unit displays or hides the confidential information according to whether the confidential information contained in the information is selected or not.SELECTED DRAWING: Figure 9

Description

[Technical Field]

[0001] The present invention relates to a terminal, a method, and a program. [Background technology]

[0002] Customer management systems for contact centers (also called call centers) have been known for some time (for example, Non-Patent Document 1), and have been introduced in many contact centers for the purposes of improving work efficiency, customer satisfaction, etc. Operators at contact centers that have introduced such customer management systems often answer phone calls with customers while referring to customer information managed by the customer management system on their own terminals.

[0003] On the other hand, in recent years, with the spread of teleworking and the like, an increasing number of operators are performing contact center work from home. [Prior art documents] [Non-patent literature]

[0004] [Non-Patent Document 1] CTBASE / AgentProSMART CRM (Customer Management / Response Management) System, Internet<URL:https: / / www.ntt-tx.co.jp / products / ctbase / agent_smart.html> Summary of the Invention [Problem to be solved by the invention]

[0005] However, because customer information is always displayed on the screen of the terminal used by the operator, there is a concern that confidential information contained in the customer information may be leaked, for example, if someone looks at the screen, takes a photograph, etc. This concern is particularly significant when operators work remotely, such as at home, because the terminal is located in a private home or other location physically separated from the contact center.

[0006] The above concerns are likely to arise not only in contact centers, but also in companies that handle confidential information (especially companies that have introduced teleworking, such as working from home).

[0007] An embodiment of the present invention has been made in view of the above points, and aims to prevent leakage of confidential information. [Means for solving the problem]

[0008] In order to achieve the above-mentioned objective, a terminal in one embodiment is a terminal that is communicatively connected to an information management server that manages specified information, and has a display unit that displays information obtained from the information management server, and the display unit displays or hides the confidential information depending on whether confidential information contained in the information is selected. [Effects of the Invention]

[0009] It can prevent the leakage of confidential information. [Brief explanation of the drawings]

[0010] [Figure 1] 1 is a diagram illustrating an example of the overall configuration of a contact center system according to an embodiment of the present invention. [Figure 2] FIG. 2 is a diagram illustrating an example of a functional configuration of a customer management server according to the present embodiment. [Figure 3] 10A and 10B are diagrams illustrating examples of a user master table, an item master table, and a customer master table. [Figure 4] FIG. 2 is a diagram illustrating an example of a functional configuration of an administrator terminal according to the present embodiment. [Figure 5] FIG. 2 is a diagram illustrating an example of a functional configuration of an operator terminal according to the present embodiment. [Figure 6] FIG. 10 is a sequence diagram illustrating an example of a process for setting a home category and a non-display category. [Figure 7] FIG. 10 is a sequence diagram showing an example of a process from answering a telephone call to displaying a customer information screen. [Figure 8]10 is a flowchart illustrating an example of a process for displaying a customer information screen. [Figure 9] FIG. 10 is a diagram showing an example of a customer information screen in which information on some items is hidden. [Figure 10] 10 is a flowchart illustrating an example of a process for temporarily displaying information that is not displayed on the customer information screen. [Figure 11] 10 is a diagram illustrating an example of a method for specifying a selection item on a customer information screen. FIG. DETAILED DESCRIPTION OF THE INVENTION

[0011] An embodiment of the present invention will be described below. In this embodiment, a contact center system 1 will be described that is targeted at a contact center and that can prevent confidential information contained in customer information displayed on the screen of a contact center operator's terminal from being leaked due to, for example, peering or taking a photograph when the operator is working remotely, such as at home. However, targeting a contact center is merely an example, and the system can be similarly applied to preventing the leakage of confidential information in other places besides contact centers, such as companies that handle confidential information (particularly companies that have introduced teleworking, such as at home).

[0012] In this embodiment, teleworking is assumed as an example of teleworking, but teleworking is not limited to teleworking, but refers to working at a location different from the usual place of work, and this embodiment can be similarly applied to cases where employees generally perform their work by teleworking. Examples of teleworking other than teleworking include, for example, someone who normally works at the head office working at a branch office, or working at a rental office or shared office different from the usual place of work.

[0013] While customer information includes highly confidential information such as name and address (i.e., confidential information), it also includes relatively less confidential information such as age and hobbies. Even if relatively less confidential information such as age and hobbies is leaked, it is not a problem from the perspective of protecting personal information, as long as it does not identify the individual. Therefore, in the contact center system 1 according to this embodiment, among the customer information displayed on the screen of the terminal of an operator working from home, pre-set highly confidential information is hidden. This prevents the leaking of highly confidential information (such as name and address) due to, for example, peeking or photography, and also prevents a decrease in work efficiency due to the hiding of information, since other information is displayed on the screen of the operator's terminal. As described below, the hidden information can be temporarily displayed by the operator's operation.

[0014] <Overall structure> First, the overall configuration of a contact center system 1 according to this embodiment will be described with reference to Fig. 1. Fig. 1 is a diagram showing an example of the overall configuration of the contact center system 1 according to this embodiment.

[0015] As shown in FIG. 1, the contact center system 1 according to this embodiment includes a customer management server 10, a manager terminal 20, a plurality of operator terminals 30, and a PBX 40.

[0016] The customer management server 10 is a server that functions as a CRM (Customer Relationship Management) system, and manages customer information and the like.

[0017] The manager terminal 20 is a terminal of any type, such as a PC (personal computer), used by a manager who manages operators (such a manager is also called a supervisor).

[0018] The operator terminal 30 is a terminal such as a PC used by an operator who answers the phone with customers. The operator terminal 30 displays customer information when answering the phone with a customer and also functions as an IP (Internet Protocol) telephone. Note that some operators work at the contact center and some work from home.

[0019] The PBX 40 is a telephone exchange (IP-PBX) and is connected to a communication network 50 including a Voice over Internet Protocol (VoIP) network and a Public Switched Telephone Network (PSTN).

[0020] Here, the customer management server 10, the administrator terminal 20, the operator terminal 30 of the operator who works at the contact center, and the PBX 40 are installed in a contact center environment E, which is the system environment of the contact center. On the other hand, the operator terminal 30 of the operator who works from home is installed in the home of the operator and is connected to the contact center environment E via a communication network 50. The operator terminal 30 installed in the home of the operator is connected to the contact center environment E using a secure communication technology such as a VPN (Virtual Private Network).

[0021] The overall configuration of the contact center system 1 shown in FIG. 1 is merely an example, and other configurations may be used. For example, in the example shown in FIG. 1, the customer management server 10 is included in the contact center environment E (i.e., the customer management server 10 is an on-premise CRM system), but the customer management server 10 may be a cloud-based CRM system. Similarly, in the example shown in FIG. 1, the PBX 40 is an on-premise telephone exchange, but it may be a cloud-based telephone exchange. Furthermore, the contact center system 1 may include multiple manager terminals 20, and if there is a manager working from home, there may be a manager terminal 20 connected to the contact center environment E from the manager's home. Furthermore, although the operator terminal 30 has been described as functioning as an IP telephone, for example, a telephone separate from the operator terminal 30 may be included in the contact center system 1.

[0022] <Functional configuration> Next, the functional configurations of the customer management server 10, the manager terminal 20, and the operator terminal 30 included in the contact center system 1 according to this embodiment will be described with reference to FIGS.

[0023] <Customer management server 10> 2, the customer management server 10 according to this embodiment includes an information management unit 101 and a customer management DB (database) 102. The information management unit 101 is realized, for example, by a processor such as a CPU (Central Processing Unit) executing one or more programs installed in the customer management server 10. On the other hand, the customer management DB 102 is realized, for example, by various storage devices such as an HDD (Hard Disk Drive) or an SSD (Solid State Drive).

[0024] The information management unit 101 manages various tables (a user master table 1000, an item master table 2000, and a customer master table 3000, which will be described later) stored in the customer management DB 102. That is, the information management unit 101 updates (adds, deletes, changes, etc.) the information stored in these various tables, acquires information, etc.

[0025] The customer management DB 102 stores a user master table 1000, an item master table 2000, and a customer master table 3000. An example of each of these tables is shown in FIG.

[0026] As shown in FIG. 3(a), the user master table 1000 stores one or more pieces of user information. Each piece of user information is information about an operator, and includes a user ID, a user name, a home status, etc. The user ID is identification information that identifies the operator. The user name is the name of the operator. The home status is information that indicates whether the operator is working at the office or at home.

[0027] For example, in the example shown in FIG. 3(a), the name of the operator with user ID "User 1" is "Yamada Taro," indicating that he works from home. Also, for example, the name of the operator with user ID "User 2" is "Suzuki Hanako," indicating that he works in the office. Also, for example, the name of the operator with user ID "User 3" is "Kimura Jiro," indicating that he works in the office.

[0028] 3(a) is an example, and is not limited to this. For example, the user information may include a classification of whether an operator is at home or at work for each date or day of the week. This makes it possible to manage whether an operator is working at work or at home, even if the date or day of the week determines whether the operator is at work or at home.

[0029] As shown in FIG. 3(b), the item master table 2000 stores one or more pieces of item information. Each piece of item information is information relating to an item of customer information displayed on the screen of the operator terminal 30, and includes an item ID, an item name, a hidden category, etc. The item ID is identification information that identifies each item of information included in the customer information. The item name is the name of the item in question. The hidden category is information that indicates whether or not the item in question is to be hidden when customer information is displayed on the screen of the operator terminal 30 used by an operator working from home.

[0030] For example, in the example shown in FIG. 3(b), the item name of the item with item ID "item 1" is "name" and the hide category is "hide". Similarly, for example, the item name of the item with item ID "item 2" is "telephone number" and the hide category is "hide". Furthermore, for example, the item name of the item with item ID "item 3" is "age" and the hide category is "display". Similarly, for example, the item name of the item with item ID "item 4" is "hobbies" and the hide category is "display". As a result, as will be described later, on the screen of the operator terminal 30 used by an operator working from home, age and hobbies are displayed as customer information, while name and telephone number are hidden.

[0031] The item master table 2000 shown in FIG. 3(b) is an example and is not limited to this. For example, the item information may include a hidden category for each user ID. This makes it possible to hide different customer information for each operator working from home.

[0032] As shown in FIG. 3(c), the customer master table 3000 stores one or more pieces of customer information. Each piece of customer information is information about a customer, and includes a phone number, name, age, hobbies, etc. The phone number is the phone number of the customer. The name is the name of the customer. The age is the age of the customer. The hobbies are the hobbies of the customer.

[0033] For example, the example shown in Figure 3(c) indicates that the customer with the phone number "090-1111-2222" has the name "Saburo Tanaka," the age "41," and the hobby "watching movies." Also, for example, the customer with the phone number "090-2222-3333" has the name "Shiro Sato," the age "43," and the hobby "tennis." Also, for example, the customer with the phone number "090-3333-4444" has the name "Goro Watanabe," the age "35," and the hobby "shogi."

[0034] Note that the customer master table 3000 shown in FIG. 3(c) is an example and is not limited to this. For example, the customer information may include various information related to customer attributes and other information necessary for contact center operations. For example, information related to customer attributes may include email address, address, gender, place of employment, annual income, family composition, etc. Furthermore, information necessary for contact center operations may include, for example, notes, etc. Furthermore, in the example shown in FIG. 3(c), a telephone number is used as customer identification information, but this is not limited to this and, for example, a customer ID, etc. may be used as customer identification information.

[0035] <Administrator terminal 20> 4, the administrator terminal 20 according to this embodiment includes a home-at-home category setting unit 201 and a hidden category setting unit 202. These units are realized, for example, by processing in which one or more programs installed in the administrator terminal 20 are executed by a processor such as a CPU.

[0036] In response to an operation by the administrator, the at-home classification setting unit 201 sends an update request for the at-home classification included in the user information to the customer management server 10. As a result, the value of the at-home classification included in the corresponding user information stored in the user master table 1000 is updated.

[0037] In response to an operation by the administrator, the non-display category setting unit 202 sends an update request for the non-display category included in the item information to the customer management server 10. This updates the value of the non-display category included in the corresponding item information stored in the item master table 2000.

[0038] <Operator terminal 30> 5, the operator terminal 30 according to this embodiment includes an information acquisition unit 301 and a display control unit 302. These units are realized, for example, by processing in which one or more programs installed in the operator terminal 30 are executed by a processor such as a CPU.

[0039] When an operator answers a call from a customer, the information acquisition unit 301 sends a display information acquisition request to the customer management server 10 to display the customer information of the customer on the screen. As a result, the customer information of the customer, the user information of the operator, and item information are returned from the customer management server 10 as display information.

[0040] The display control unit 302 displays a screen containing customer information (hereinafter referred to as a customer information screen) based on the display information returned from the customer management server 10. At this time, if the at-home status category included in the user information is "at-home," the display control unit 302 hides part of the information contained in the customer information according to the hidden status category included in each item of information. In addition, the display control unit 302 temporarily displays information that is hidden according to an operation by the operator on the customer information screen.

[0041] <Flow of various processes> Next, the flow of various processes in the contact center system 1 according to this embodiment will be described.

[0042] <Setting the at-home and hidden categories> The following describes the process flow when the administrator sets the at-home category and the hidden category (i.e., when updating the values of the at-home category and the hidden category) with reference to Fig. 6. Fig. 6 is a sequence diagram showing an example of the process for setting the at-home category and the hidden category. Note that it is also possible to execute only one of the processes for setting the at-home category or the hidden category.

[0043] The at-home category setting unit 201 of the administrator terminal 20 sends an at-home category update request to the customer management server 10 in response to an operation by the administrator (for example, an operation to specify a user ID and a value for the at-home category, etc.) (step S101). The at-home category update request includes the user ID and the value for the at-home category specified by the administrator. Note that if the administrator specifies multiple pairs of user IDs and values for the at-home category, the at-home category update request includes these multiple pairs of user IDs and values for the at-home category.

[0044] When the information management unit 101 of the customer management server 10 receives an update request for the at-home status, the information management unit 101 updates the value of the at-home status of the corresponding user information stored in the user master table 1000 with the user ID and the at-home status included in the update request (step S102). That is, for example, if the update request contains (user ID, at-home status) = (user n, at-home), the information management unit 101 updates the value of the at-home status of the user information of user ID "user n" among the user information stored in the user master table 1000 to "at-home." Similarly, for example, if the update request contains (user ID, at-home status) = (user m, at-work), the information management unit 101 updates the value of the at-home status of the user information of user ID "user m" among the user information stored in the user master table 1000 to "at-work."

[0045] By performing the above steps S101 and S102, it is possible to set in the customer management server 10 whether the operator is working at the office or at home.

[0046] The hidden category setting unit 202 of the administrator terminal 20 sends a request to update the hidden category to the customer management server 10 in response to an operation by the administrator (for example, an operation to specify an item ID and a hidden category value, etc.) (Step S103). The request to update the hidden category includes the item ID and the hidden category value specified by the administrator. If the administrator specifies multiple pairs of item IDs and hidden category values, the request to update the hidden category includes these multiple pairs of item IDs and hidden category values.

[0047] When the information management unit 101 of the customer management server 10 receives a request to update the hide category, it updates the hide category value of the corresponding item information stored in the item master table 2000 with the item ID and hide category values included in the update request (step S104). That is, for example, if the update request includes (item ID, hide category) = (item n, hide), the information management unit 101 updates the hide category value of the item information with item ID "item n" among the item information stored in the item master table 2000 to "hide." Similarly, for example, if the update request includes (item ID, hide category) = (item m, display), the information management unit 101 updates the hide category value of the item information with item ID "item m" among the item information stored in the item master table 2000 to "display."

[0048] By performing the above steps S103 to S104, when an operator is working from home, it is possible to set in the customer management server 10 which information to display and which information to hide on the customer information screen. Note that the administrator can arbitrarily select which information to hide, but it is preferable to set relatively confidential information such as names and addresses to be hidden, for example. In addition, in order to prevent a decrease in the efficiency of telephone answering work with customers, it is preferable to hide only a portion of the information (especially only relatively confidential information).

[0049] <<Displaying customer information screen after answering the phone>> The following describes the flow of processing when a customer calls and an operator answers the call, with reference to FIG. 7. FIG. 7 is a sequence diagram showing an example of processing up to displaying a customer information screen after answering the call. Upon receiving a call connection request from a customer (more precisely, a call connection request from a telephone terminal used by the customer), the PBX 40 transmits the call connection request to one or more predetermined operator terminals 30, and establishes a call connection between the operator terminal 30 that first responds to this call connection request and the customer. The operator terminal 30 in the processing from step S201 onwards is assumed to be the operator terminal 30 that established the call connection with the customer.

[0050] The information acquisition unit 301 of the operator terminal 30 transmits a request to acquire display information to the customer management server 10 (step S201). The request to acquire display information includes the telephone number of the customer (i.e., the telephone number indicating the caller) and the user ID of the operator using the operator terminal 30.

[0051] When the information management unit 101 of the customer management server 10 receives a request to acquire display information, it acquires user information and customer information corresponding to the user ID and telephone number included in the request, respectively, and also acquires item information (step S202). That is, the information management unit 101 acquires user information of the user ID included in the request from the user master table 1000, and acquires customer information of the telephone number included in the request from the customer master table 3000. The information management unit 101 also acquires all item information stored in the item master table 2000.

[0052] Next, the information management unit 101 of the customer management server 10 returns the user information, customer information, and each item information acquired in the above step S202 to the operator terminal 30 as display information (step S203).

[0053] When the display control unit 302 of the operator terminal 30 receives the display information, it displays a customer information screen based on this display information (step S204). The display information is stored, for example, in the memory of the operator terminal 30. Details of the processing of this step will now be described with reference to Fig. 8. Fig. 8 is a flowchart showing an example of processing for displaying a customer information screen.

[0054] First, the display control unit 302 determines whether the value of the at-home category of the user information received in step S204 above is "at home" (step S301).

[0055] If it is determined in step S301 above that the value of the at-home category of the user information is "at home," the display control unit 302 determines whether or not there is any item information among the item information received in step S204 above whose hidden category value is "hidden" (step S302).

[0056] If it is determined in step S302 above that there is item information whose hide category value is "hide", the display control unit 302 displays a customer information screen in which the information of the item corresponding to the item information whose hide category value is "hide" is hidden (step S303).

[0057] On the other hand, if it is determined in step S204 above that the value of the at-home category of the user information received is "at work," or if it is determined in step S302 above that there is no item information whose hidden category value is "hidden," the display control unit 302 displays the normal customer information screen (i.e., a customer information screen without any hidden information) (step S304).

[0058] An example of the customer information screen displayed in step S303 above is shown in Fig. 9. The customer information screen G100 shown in Fig. 9 is an example in which the non-display category for the item information of the item name "Name" and the item information of the item name "Telephone Number" is "Hide", and the non-display category for the item information of the item name "Age" and the item information of the item name "Hobbies" is "Display".

[0059] The customer information screen G100 shown in FIG. 9 includes a name display field G101, a phone number display field G102, an age display field G103, and a hobby display field G104. The name display field G101, the phone number display field G102, the age display field G103, and the hobby display field G104 are display fields for respectively displaying the name, phone number, age, and hobby included in the customer information. However, in display fields that display information for items corresponding to item information with a hide category of "hide," the information is not displayed and is masked with asterisks or the like. In the example shown in FIG. 9, since the hide category of the item information for the item name "name" is "hide," the name included in the customer information is not displayed in the name display field G101, and asterisks "***" are displayed instead. Similarly, since the hide category of the item information for the item name "phone number" is "hide," the phone number included in the customer information is not displayed in the phone number display field G102, and asterisks "***" are displayed instead. On the other hand, since the hide category for the item information of the item name "Age" and the item information of the item name "Hobbies" is "Display", the age display field G103 displays the age "41" included in the customer information, and the hobby display field G104 displays the hobby "Watching movies" included in the customer information.

[0060] (How to hide some information on the customer information screen) Here, we will explain how to hide some of the information on the customer information screen in step S303 above (i.e., information on items corresponding to item information whose hide category value is "hide"). There are various possible methods for doing this, but for example, the following hide method 1 or hide method 2 are possible.

[0061] ·Hide method 1 For example, an image area representing asterisks "***" is superimposed on the corresponding display field included in the customer information screen. Specifically, in the example shown in Fig. 9, the image area representing asterisks "***" is superimposed on the name display field G101 and the phone number display field G102.

[0062] ·Hide method 2 For example, when displaying the customer information screen, the information displayed in the corresponding display field is rewritten to asterisks "***". Specifically, in the example shown in FIG. 9, the name and telephone number displayed in the name display field G101 and telephone number display field G102, respectively, are rewritten to asterisks "***". Note that in this non-display method 2, the information before the rewriting must be associated with the display field and stored in memory. This is because, as will be described later, there are cases where hidden information is temporarily displayed and then updated.

[0063] However, the above non-display method 1 and non-display method 2 are merely examples, and any method can be adopted as long as it makes the information of the item corresponding to the item information whose non-display category value is "non-display" unrecognizable to humans. Also, masking with asterisks "***" is just one example, and other methods such as blacking out or leaving blank may also be used.

[0064] Furthermore, the information is not limited to being hidden, and may be displayed in a manner that is difficult for people to recognize (i.e., in a manner that makes it difficult to recognize the information). For example, the characters or symbols representing the information may be distorted or transformed, the background color may be the same color as the characters or symbols, or a background pattern may be used that makes the characters or symbols difficult to recognize (for example, noise may be added to the background image). This makes it possible to prevent information leakage due to momentary visual recognition, such as peeking over someone's shoulder.

[0065] Furthermore, in addition to the above-mentioned methods of hiding information and methods of making it difficult to recognize, it is also possible to make it impossible to perform certain operations on the information. For example, when information is hidden using the above-mentioned hiding method 1, it is possible to make it impossible to perform operations such as copying the information present below the image area representing the asterisks "***". This makes it possible to prevent situations where information such as characters and symbols are copied and pasted while the relevant information is hidden.

[0066] <<To temporarily display information that is hidden on the customer information screen>> The following describes a process for temporarily displaying hidden information on a customer information screen where some of the information is currently hidden, with reference to Fig. 10. Fig. 10 is a flowchart showing an example of a process for temporarily displaying hidden information on the customer information screen. By temporarily displaying the hidden information, the operator can, for example, check the information or update it (for example, update the address when a customer notifies them of a change in address).

[0067] First, the display control unit 302 determines whether an item whose information is hidden on the customer information screen has been selected (step S401). Here, the operator can select an item corresponding to a display field whose information is hidden on the customer information screen, for example, by hovering the mouse pointer over that display field. In this case, the display control unit 302 can identify which item has been selected using the relative coordinates set on the customer information screen.

[0068] For example, as shown in FIG. 11, the area in which each display field is arranged in the customer information screen G100 is the display area G110, and its bottom left vertex is (0,0). Furthermore, with the bottom left vertex as the reference, the relative coordinates of the top left vertex of the display area G110 are (0,Y), the relative coordinates of the top right vertex are (X,Y), and the relative coordinates of the bottom right vertex are (X,0). Furthermore, the relative coordinates of the bottom left vertex of the area in which the display field G101 is displayed are (X,Y). 11 ,Y 11 ), and the relative coordinate of the top left vertex is (X 11 ,Y 12 ), and the relative coordinate of the top right vertex is (X 12 ,Y 12 ), and the relative coordinate of the bottom right vertex is (X 12 ,Y 11 ) Note that 0 <X 11 ,X 12 <X、かつ、0<Y 11 ,Y 12 <Yである。

[0069] At this time, for example, the relative coordinates (x, y) indicating the position of the mouse pointer are X 11 <x<X 12 , and Y 11 <y<Y 12 If so, it is determined that the item "Name" corresponding to the display field G101 is selected.

[0070] The above-mentioned method of identification is merely an example, and other identification methods may be used. For example, if the active display field can be switched using the Tab key or the like, it is sufficient to identify that the item corresponding to the currently active display field is selected.

[0071] If it is determined in step S401 above that an item whose information is not displayed has been selected, the display control unit 302 displays the information of that item (step S402).

[0072] For example, when the item "Name" corresponding to the display field G101 on the customer information screen G100 shown in Fig. 9 is selected, the display control unit 302 displays the information "Tanaka Saburo" for the item "Name." Similarly, when the item "Telephone Number" corresponding to the display field G102 on the customer information screen G100 shown in Fig. 9 is selected, the display control unit 302 displays the information "090-1111-2222" for the item "Telephone Number." At this time, the display control unit 302 also displays the information for that item in a format (e.g., text) that can be edited by the operator.

[0073] There are various possible methods for displaying the information of the item selected by the operator in step S402. For example, if the information is hidden by the above-mentioned non-display method 1, the image area representing the asterisks "***" may be hidden. Also, if the information is hidden by the above-mentioned non-display method 2, the information of the item may be rewritten with information stored in memory (i.e., the information before being rewritten when the information was hidden) and displayed. However, in addition to these, for example, another window area may be displayed, and the information of the item may be displayed in this window area.

[0074] Next, the display control unit 302 determines whether the selection of the item whose information was displayed in step S402 has been cancelled, or whether a certain period of time has passed since the item was selected (step S403). Here, "a selection has been cancelled" means that the selected item is no longer selected. For example, this occurs when the mouse pointer, which was in a display field where information is not displayed on the customer information screen, moves out of the display field, or when an active display field becomes inactive.

[0075] The length of the certain period of time in step S403 can be set arbitrarily, but may be, for example, from several seconds to several minutes.

[0076] If it is determined in step S403 that the selection for the item has been cancelled or that a certain period of time has elapsed, the display control unit 302 hides the information for the item (step S404), which causes the information displayed in step S402 to be hidden again.

[0077] If it is not determined in step S401 above that an item whose information is not displayed has been selected, the display control unit 302 returns to step S401. This puts the display control unit 302 into a waiting state until an item whose information is not displayed is selected. Similarly, if it is not determined in step S403 above that the selection of the item has been released and that a certain period of time has not elapsed while the item remains selected, the display control unit 302 returns to step S403. This puts the display control unit 302 into a waiting state until the selection of the item is released or a certain period of time has elapsed.

[0078] <Summary> As described above, in the contact center system 1 according to this embodiment, when customer information is displayed on the operator terminal 30 when answering a call from a customer, some of the information included in the customer information is hidden if the operator of this operator terminal 30 is working from home. This reduces the risk of all of the customer information being leaked and leading to personal identification, etc. Furthermore, hidden information can be temporarily redisplayed by the operator, but only one piece of information can be redisplayed at a time, so it is possible to prevent a situation in which all of the customer information is leaked when multiple pieces of information are hidden.

[0079] In this embodiment, the display information returned from the customer management server 10 is stored in the memory of the operator terminal 30. However, for example, the customer information (especially information on items corresponding to the item information whose hide category is "hide category") may not be stored in the memory of the operator terminal 30 of an operator working from home. In this case, when displaying or updating information that is hidden on the operator terminal 30 of an operator working from home, it is necessary to access the customer management server 10 each time, but it is possible to more reliably prevent the leakage of highly confidential information. This is considered to be particularly effective when the operator's personal PC or the like is used as the operator terminal 30 of the operator working from home.

[0080] Furthermore, the customer information screen, including the display information, may be created by the customer management server 10, and the customer information screen may be displayed on the operator terminal 30. For example, the customer information screen may be streamed from the customer management server 10 to the operator terminal 30, and the display function of the operator terminal 30 may display or hide confidential information when displaying the customer information screen. This makes it possible to realize the hiding of confidential information described in this embodiment if the operator terminal 30 has a communication function and a display function. Of course, the customer management server 10 may have a display function, and a customer information screen that reflects the display or hide of confidential information in response to the operation of the operator terminal 30 may be created and streamed from the customer management server 10 to the operator terminal 30.

[0081] <Modification> Some modifications of this embodiment will be described below.

[0082] Variation 1 8, when the value of the at-home category of the user information is "at home", some information is hidden, but whether or not to hide some information may be determined taking into consideration various information other than the at-home category. For example, whether or not to hide some information may be determined taking into consideration user attributes (e.g., authority, etc.) and terminal attributes (e.g., terminal type, installation location, owner, etc.).

[0083] To give a specific example, even if the value of the at-home category is "at-home," information may not be hidden if the user's authority is "supervisor." Also, for example, some information may not be hidden (or may be hidden) on terminals of a specific terminal type, terminals located in a specific installation location, or terminals owned by a specific owner.

[0084] Variation 2 When presenting information that is not displayed on the operator terminal 30 to the operator, the display function may present the information audibly using voice synthesis or the like instead of displaying it on a screen. In this case, as with displaying the information on a screen, processing may be performed to make the audio difficult to hear, such as by modifying the audio frequency or adding background noise. Furthermore, when presenting information audibly, a device such as a headset or speaker that outputs the information audibly may be determined based on the user attributes and terminal attributes included in the user information. This determination may be made by the display function of the operator terminal 30, or may be determined by the user specifying a device from a list of devices displayed on the screen, for example.

[0085] Variation 3 In call centers, speech recognition is performed on conversations with customers, and the conversation content is displayed in real time on the operator terminal 30, or past conversation content is saved as a history or log for later reference. Therefore, this embodiment may be applied to information such as real-time conversation content or conversation content saved as a history or log, and some of the information included in the conversation content or history or log may be hidden. This allows the display function to, for example, hide confidential information included in the conversation content history displayed in real time, or hide confidential information included in the conversation content history saved as a log. Confidential information included in the conversation content history may be identified, for example, using a known string search.

[0086] The present invention is not limited to the above-described specifically disclosed embodiments, and various modifications, changes, and combinations with known technologies are possible without departing from the scope of the claims. [Explanation of symbols]

[0087] 1. Contact Center System 10 Customer Management Server 20 Administrator terminal 30 Operator Terminal 40 PBX 50 Communication Network 101 Information Management Department 201 Home Care Category Setting Department 202 Hidden category setting section 301 Information Acquisition Department 302 Display control unit 1000 User Master Table 2000 Item Master Table 3000 Customer Master Table

Claims

1. A terminal communicably connected to an information management server that manages predetermined information, a display output unit that displays the information acquired from the information management server; and The display output unit hiding the content of confidential information contained in said information; When the confidential information is selected, the contents of the confidential information are output as a voice that has undergone predetermined processing to an output device worn by a user using the terminal; The terminal, wherein the predetermined processing is a frequency processing or a processing of adding background noise.

2. The display output unit The terminal according to claim 1 , wherein the content of the confidential information is hidden when the value indicating the user's workplace is set to a value indicating that the user works from home.

3. The display output unit The terminal according to claim 1 or 2, wherein the contents of the confidential information are hidden based on at least one of an attribute of a user and an attribute of the terminal.

4. The display output unit The terminal according to claim 1 or 2, wherein the content of the confidential information is hidden by superimposing an image area for masking the content of the confidential information on an area where the content of the confidential information is displayed.

5. The display output unit The terminal according to claim 1 or 2, wherein the content of the confidential information is hidden by rewriting the content of the confidential information with a predetermined character string.

6. A terminal communicably connected to an information management server that manages predetermined information, a display output procedure for displaying the information acquired from the information management server; Run The display output step includes: hiding the content of confidential information contained in said information; When the confidential information is selected, the contents of the confidential information are output as a voice that has undergone predetermined processing to an output device worn by a user using the terminal; A method, wherein the predetermined processing is a frequency processing or a processing of adding background noise.

7. A program that causes a computer to function as the terminal according to any one of claims 1 to 5.

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