SG11201807895SA - Processing sensitive information by a contact centre - Google Patents

Processing sensitive information by a contact centre

Info

Publication number
SG11201807895SA
SG11201807895SA SG11201807895SA SG11201807895SA SG11201807895SA SG 11201807895S A SG11201807895S A SG 11201807895SA SG 11201807895S A SG11201807895S A SG 11201807895SA SG 11201807895S A SG11201807895S A SG 11201807895SA SG 11201807895S A SG11201807895S A SG 11201807895SA
Authority
SG
Singapore
Prior art keywords
call
international
ipswich
agent
data collection
Prior art date
Application number
SG11201807895SA
Inventor
Geoff Forsyth
James Barham
Original Assignee
Pci Pal U K Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Pci Pal U K Ltd filed Critical Pci Pal U K Ltd
Publication of SG11201807895SA publication Critical patent/SG11201807895SA/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F21/00—Security arrangements for protecting computers, components thereof, programs or data against unauthorised activity
    • G06F21/60—Protecting data
    • G06F21/604—Tools and structures for managing or administering access control systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/08—Payment architectures
    • G06Q20/16—Payments settled via telecommunication systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/30—Payment architectures, schemes or protocols characterised by the use of specific devices or networks
    • G06Q20/305—Payment architectures, schemes or protocols characterised by the use of specific devices or networks using wired telephone networks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1096—Supplementary features, e.g. call forwarding or call holding
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1101—Session protocols
    • H04L65/1104—Session initiation protocol [SIP]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/56—Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/10—Aspects of automatic or semi-automatic exchanges related to the purpose or context of the telephonic communication
    • H04M2203/105—Financial transactions and auctions, e.g. bidding
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6009—Personal information, e.g. profiles or personal directories being only provided to authorised persons

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Signal Processing (AREA)
  • Theoretical Computer Science (AREA)
  • Marketing (AREA)
  • General Business, Economics & Management (AREA)
  • Multimedia (AREA)
  • General Physics & Mathematics (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Physics & Mathematics (AREA)
  • Accounting & Taxation (AREA)
  • Computer Security & Cryptography (AREA)
  • Strategic Management (AREA)
  • Health & Medical Sciences (AREA)
  • Automation & Control Theory (AREA)
  • Technology Law (AREA)
  • Bioethics (AREA)
  • General Health & Medical Sciences (AREA)
  • Computer Hardware Design (AREA)
  • Software Systems (AREA)
  • General Engineering & Computer Science (AREA)
  • Finance (AREA)
  • Telephonic Communication Services (AREA)
  • Peptides Or Proteins (AREA)

Abstract

INTERNATIONAL APPLICATION PUBLISHED UNDER THE PATENT COOPERATION TREATY (PCT) (19) World Intellectual Property -, Organization MD 1111101110101011111 HO 11111 01E3 1011111110111101110111110 1111 III (43) International Bureau ... .1 j ..... .....1 (10) International Publication Number International Publication Date WO 2017/158359 Al 21 September 2017 (21.09.2017) WIP0 I PCT (51) International Patent Classification: AO, AT, AU, AZ, BA, BB, BG, BH, BN, BR, BW, H04M 3/51 (2006.01) BZ, CA, CH, CL, CN, CO, CR, CU, CZ, DE, DJ, DK, DO, DZ, EC, EE, EG, ES, FI, GB, GD, GE, GH, GM, BY, DM, GT, (21) International Application Number: HN, HR, HU, ID, IL, IN, IR, IS, JP, KE, KG, KH, KN, PCT/GB2017/050719 KP, KR, KW, KZ, LA, LC, LK, LR, LS, LU, LY, MA, (22) International Filing Date: MD, ME, MG, MK, MN, MW, MX, MY, MZ, NA, NG, 16 March 2017 (16.03.2017) NI, NO, NZ, OM, PA, PE, PG, PH, PL, PT, QA, RO, RU, RW, SA, SC, SD, SE, SG, SK, SL, SM, ST, SV, RS, SY, (25) Filing Language: English TH, TJ, TM, TN, TR, TT, TZ, UA, UG, US, UZ, VC, VN, (26) Publication Language: English ZA, ZM, ZW. (30) Priority Data: (84) Designated States (unless otherwise indicated, for every 1604668.2 18 March 2016 (18.03.2016) GB kind of regional protection available): ARIPO (BW, GM, KE, LR, LS, MW, MZ, NA, RW, SD, SL, ST, GH, SZ, (71) Applicant: PCI-PAL (U.K) LIMITED [GB/GB]; 7 TZ, UG, ZM, ZW), Eurasian (AM, AZ, BY, KG, KZ, Gamma Terrace, Ransomes Europark, Ipswich 1P3 9FF TJ, TM), European (AL, AT, BE, BG, CH, CY, CZ, (GB). DK, EE, ES, FI, FR, GB, GR, HR, HU, IE, IS, IT, LT, RU, DE, LU, (72) L The V, MC, MK, MT, NL, NO, PL, PT, RO, RS, SE, SI, 95J SM, TR), OAPI (BF, BJ, CF, CG, CI, CM, GA, GN, SK, GQ, Inventors: FORSYTH, Geoff; 2 Melford Court, Havens, Ransomes Europark, Ipswich Suffolk IP3 (GB). BARHAM, James; 2 Melford Court, The Havens, GW, KM, ML, MR, NE, SN, TD, TG). Ransomes Europark, Ipswich Suffolk 1P3 95J (GB). Published: (74) Agents: SIMONS, Alison et al.; Dummett Copp LLP, 25 — with international search report (Art. 21(3)) The Square, Martlesham Heath, Ipswich Suffolk IP5 3SL with amended claims (Art. 19(1)) (GB). (81) Designated States (unless otherwise indicated, for every kind of national protection available): AE, AG, AL, AM, — = Title: PROCESSING SENSITIVE INFORMATION BY A CONTACT CENTRE = (54) '\"— ,7,:= Route call to al agent Ja d collect on server ectetlbMerall autos aRmanmt eau e 1 m.rte Il Racyme %T Oahl iallr Marl cygtern C:r In Ot ir) M Omar i 11 Fig 1 ....... IN (57) : The invention relates to processing sensitive information by a contact centre. The invention provides a method of 1-1 C processing telephone calls by a call processor comprising the steps of receiving a call from a telephone network at the call processor; ei connecting the call to an agent via the call processor; liaising with a secure data collection server; transferring the call to the secure en. ) data collection server whilst the agent remains connected to the call processor; receiving said call from the secure data collection server and re-connecting the call to the agent via the call processor, the secure data collection server being arranged to remove sens - .,. itive data from the transmitted data such that the agent cannot perceive or record any sensitive data entered.
SG11201807895SA 2016-03-18 2017-03-16 Processing sensitive information by a contact centre SG11201807895SA (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
GB1604668.2A GB2548413A (en) 2016-03-18 2016-03-18 Processing sensitive information by a contact centre
PCT/GB2017/050719 WO2017158359A1 (en) 2016-03-18 2017-03-16 Processing sensitive information by a contact centre

Publications (1)

Publication Number Publication Date
SG11201807895SA true SG11201807895SA (en) 2018-10-30

Family

ID=55968567

Family Applications (1)

Application Number Title Priority Date Filing Date
SG11201807895SA SG11201807895SA (en) 2016-03-18 2017-03-16 Processing sensitive information by a contact centre

Country Status (7)

Country Link
US (1) US10855845B2 (en)
EP (1) EP3430793B1 (en)
AU (1) AU2017235798C1 (en)
CA (1) CA3017467C (en)
GB (1) GB2548413A (en)
SG (1) SG11201807895SA (en)
WO (1) WO2017158359A1 (en)

Families Citing this family (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US10902147B2 (en) * 2016-11-04 2021-01-26 Intellisist, Inc. System and method for performing screen capture-based sensitive information protection within a call center environment
GB2611432B (en) * 2017-10-11 2023-10-25 Pci Pal U K Ltd Processing sensitive information over VoIP
GB2569772B (en) * 2017-10-11 2023-01-18 Pci Pal U K Ltd Processing sensitive information over VOIP
US20230259651A1 (en) * 2022-02-13 2023-08-17 Zoom Video Communications, Inc. Restricting Media Access By Contact Center Agents During A User Verification Process
GB2616023A (en) * 2022-02-23 2023-08-30 Sycurio Ltd Secure call processing via proxy
US20240212679A1 (en) * 2022-12-21 2024-06-27 Liveperson, Inc. Methods and systems for combined voice and signaling

Family Cites Families (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8275115B1 (en) * 2004-10-12 2012-09-25 Live Ops, Inc. System and method for securing data exchanged during a telephone call
KR101411416B1 (en) 2007-12-14 2014-06-26 삼성전자주식회사 Micro speaker manufacturing method and micro speaker
GB0808448D0 (en) * 2008-05-09 2008-06-18 Elync Ltd Secure communication system and method of operating the same
GB2478916B (en) 2010-03-22 2014-06-11 Veritape Ltd Transaction security method and system
US9100464B2 (en) 2012-08-29 2015-08-04 Ericsson Television Inc. Regulating content streams from a weighted fair queuing scheduler using weights defined for user equipment nodes
US8831204B1 (en) 2013-04-11 2014-09-09 Noble Systems Corporation Protecting sensitive information provided by a party to a contact center
GB201307513D0 (en) 2013-04-25 2013-06-12 Semafone Ltd Secure voice transactions
US8995646B2 (en) * 2013-06-13 2015-03-31 Jacada Inc. System and method for identifying a caller via a call connection, and matching the caller to a user session involving the caller
GB201511644D0 (en) * 2015-07-02 2015-08-19 Ip Integration Ltd Apparatus and method for telephone call processing

Also Published As

Publication number Publication date
CA3017467A1 (en) 2017-09-21
EP3430793B1 (en) 2020-04-29
US20190098137A1 (en) 2019-03-28
AU2017235798B2 (en) 2021-03-04
WO2017158359A1 (en) 2017-09-21
US10855845B2 (en) 2020-12-01
AU2017235798A1 (en) 2018-09-27
GB201604668D0 (en) 2016-05-04
GB2548413A (en) 2017-09-20
EP3430793A1 (en) 2019-01-23
AU2017235798C1 (en) 2021-04-22
CA3017467C (en) 2023-01-03

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