Importance

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Abstract

In a web-based hosted environment, agent interactions with contacted persons (call recipients) are recorded by the system for administration and training purposes. According to this disclosure, permitted users are afforded the ability to remove or redact sensitive information from those agent recordings. By this feature, the agent, the service provider customer (or an entity associated with one or both) is afforded the option to selectively erase given sensitive information that has been collected or that otherwise has been made available during the agent-call recipient interaction. Typically, such information includes, without limitation, identity information (e.g., personally identifiable information (PII), credit card information (e.g., such as PCI-related data), health care information (e.g., such as HIPAA-related data), finance information (e.g., such as GLBA-related data), intellectual property (e.g., documentation, other proprietary information) and the like.

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First Claim