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IBM Research Labs has developed new technology to mask and protect private information captured by call centers.  It utilizes speech analytics to identify sensitive data that can only be accessed by authorized personnel.  Not only does it scan audio recordings but can also do so with recorded screen data.  Read full article here.

Speech analytics software has been around only recently and this development deployed in centers has its advantages other than security compliance.  For outsourced companies, including this in their wide array of customer solutions will get more clients in the door, especially those dealing in financial transactions.  It would also be easier to deploy sample recordings in training sessions or send to prospective clients when showcasing agent capabilities.  No need to worry about finding software to manually “bleep” customer’s account or credit number.

Originally posted in Call Center Script.

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