Protecting sensitive information provided by a party to a contact center

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 9787835
SERIAL NO

15051930

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ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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In one embodiment, a secure mechanism operates in conjunction with a three-way bridge in a contact center to protect against inadvertent exposure of sensitive information provided during a call. During the call, an agent may bridge on an interactive voice response system (“IVR”) onto the call prompting the party to enter sensitive information, such as a credit card account number, to effect a payment. The information may be provided by the party using dual-tone multiple frequency (“DTMF”) tones or speech. The IVR may provide a confirmatory announcement indicating the sensitive information received. A switch may be controlled by the IVR so that any sensitive information expected from the party or provided by the IVR in a confirmatory announcement is not presented to the agent or to a recording system. In this manner, the IVR suppresses the exposure of sensitive information to the agent and/or a recording system.

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Patent Owner(s)

Patent OwnerAddress
ALVARIA CAYMAN (CX)211 PERIMETER CENTER PARKWAY NE SUITE 200 ATLANTA GA 30346

International Classification(s)

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Koster, Karl H Sandy Springs, US 123 1814
Pycko, Marcin Madison, US 12 104

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