Desktop Data Recording Client for Secure Remote Agent Interactions
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Solution Overview
Problem
Existing methods for recording customer-agent interactions, such as voice and screen data, are limited in their ability to securely capture and store sensitive information, particularly in remote or mobile settings, and often require physical proximity to company phone systems, which restricts flexibility and data privacy.
Innovation Solution
The Desktop Data Recording Client (DDRC) system, which is installed on agents' computing devices, captures and records voice, screen, and desktop data during interactions, allowing for secure storage and configuration to pause and resume recordings to protect sensitive information, and supports both on-premise and remote agents by using various methods to access VoIP and TDM hardphones, and configurable screen capture formats to manage bandwidth.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If existing recording methods are used, then voice and screen data can be recorded, but secure capture and storage of sensitive information is limited
Solution Approach 1:
The patent introduces a Desktop Data Recording Client (DDRC) as an intermediary software component installed on agents' computing devices. This DDRC acts as a mediator between the recording system and company phone systems, enabling secure capture of sensitive information without requiring physical proximity to company systems. The DDRC locally processes and encrypts data before transmission, solving the contradiction by providing both security through encryption and flexibility through remote operation capability.
Solution Approach 2:
The patent implements configurable recording parameters including pause/resume functionality, selective data capture options, and adjustable encryption levels. These parameter changes allow the system to adapt security measures to different interaction types and sensitivity levels, resolving the contradiction by making security flexible rather than rigid - the system can maintain high security when needed while allowing operational flexibility when appropriate.
2Ease of operation
If physical proximity to company phone systems is required, then recording can be performed, but flexibility for remote agents is restricted
Solution Approach 1:
The DDRC serves as a local intermediary that enables remote agents to record interactions without physical proximity to company phone systems. It captures audio locally, encrypts the data, and transmits it securely to the server, thereby maintaining data privacy through encryption while providing operational flexibility by eliminating the need for physical presence at company equipment.
Solution Approach 2:
The system creates local copies of recording software (DDRC) on agents' personal computing devices. This copying approach allows agents to perform recording functions remotely on their own equipment while the centralized server maintains security through encrypted storage and access controls, thus achieving both operational flexibility and data privacy.
3Loss of information
If continuous recording is performed, then complete interaction data is captured, but bandwidth usage increases
Solution Approach 1:
The patent implements periodic pausing of recordings during sensitive data handling phases, such as when credit card information is being processed. The DDRC can pause recording temporarily and then resume when appropriate, maintaining data completeness for non-sensitive portions while reducing bandwidth consumption by not continuously transmitting all data streams without interruption.
Solution Approach 2:
The system applies different recording and transmission qualities to different parts of the interaction based on sensitivity. Non-sensitive portions are recorded and transmitted in full detail, while sensitive portions are handled with reduced recording or local-only storage, thereby maintaining necessary data completeness while optimizing bandwidth usage through localized quality adjustments.
Data Source
AI summary
Methods and systems for data recording for customer-agent interactions are described. The described system may include a Desktop Data Recording Client (“DDRC”), which is an application or other module installed on an agent's computing system or device that collects and records various data types from a computer desktop and telephone during a phone or electronic interaction with a third party, such as a customer. The DDRC can be configured to stop and restart data collection and recording of sensitive data for security purposes to ensure that this type of data is not stored or retrievable. The specific data types that may be collected and recorded include: voice recording, computing device screen capture, desktop data collection at a summary and/or detailed level and in call-based on continuous modes, and recording start/stop indications.