Secure Call Environment for Sensitive Data Handling
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Solution Overview
Problem
Existing communication systems in call centers often fail to securely handle sensitive data, leading to anxiety among callers and difficulties in outsourcing call handling due to the lack of control over base technology, especially when agents work from home using their own equipment.
Innovation Solution
A secure call environment system that creates a communication channel between callers and agents, records sensitive information entered by callers, and provides it to client applications without agent accessibility, using a processor and memory configuration, a telephonic branch exchange with a conference bridge and broker to obfuscate data from agents, and continuous monitoring of DTMF signals to prevent sensitive data from being seen or heard by agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If sensitive data is displayed on the agent's screen or verbally communicated by the caller, then the agent can access the information to assist the caller, but this creates security risks and causes anxiety among security-conscious callers
Solution Approach 1:
The system segments the call handling process into distinct phases: normal conversation mode and secure data entry mode. During secure data entry, the system isolates sensitive information transmission between the caller and a secure server, excluding the agent from the data path. This segmentation allows the agent to assist callers effectively while preventing exposure of sensitive data during critical moments.
Solution Approach 2:
The system introduces an intermediary secure server that acts as a mediator between the caller and the agent during sensitive data transactions. The server receives sensitive information directly from the caller via DTMF tones or voice recognition, processes it securely, and stores it without agent involvement. This intermediary eliminates the need for the agent to see or hear sensitive data while still enabling the agent to guide the caller through the process.
2Productivity
If the company outsources calling needs to an outsourcer with home-based agents using their own equipment, then call handling capacity is increased, but control over base technology is lost making blocking or obfuscation of sensitive data difficult
Solution Approach 1:
The system implements a universal secure call environment that can be deployed across diverse agent workstations regardless of location or equipment type. The security protocol is embedded in the call handling software itself, making it universally applicable to outsourced agents using their own home equipment. This universal approach maintains control over sensitive data protection without requiring centralized control of agent equipment.
Solution Approach 2:
The system incorporates continuous monitoring of DTMF tones during calls to detect when sensitive data is being entered. This feedback mechanism automatically triggers secure data entry mode, notifying both the agent and caller that sensitive information is being captured. The real-time feedback ensures consistent security application across all outsourced agents regardless of their equipment or location.
3Object-affected harmful factors
If an IVR system is used to obtain sensitive information before transfer, then security is improved, but the process becomes less intuitive and may increase call handling time
Solution Approach 1:
The system dynamically adjusts the call handling mode based on real-time detection of sensitive data entry. During normal conversation, the agent communicates directly with the caller in an intuitive manner. When sensitive data entry is detected through DTMF monitoring or voice recognition patterns, the system dynamically transitions to secure data capture mode, maintaining security while preserving the natural flow of the conversation and minimizing additional time requirements.
Data Source
AI summary
Embodiments may take the form of a secure call environment and methods related thereto. In one embodiment, a secure call environment for conducting a transaction is provided. The secure call environment includes a processor and a memory coupled to the processor storing instructions executable by the processor to provide secure call environment functionality. The secure call environment is configured to create a communication channel between a caller and an agent, record information entered by the caller, and provide the caller entered information to a client application without agent accessibility to the information.