Systems and methods of controlling confidential communication in contact handling systems
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United States of America Patent
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Mar 10, 2015
Grant Date -
May 23, 2013
app pub date -
Jan 6, 2012
filing date -
Nov 22, 2011
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
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.
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