IBM to protect data in call centers

IBM to protect data in call centers

Next-generation Data Masking technology advances security and privacy of critical customer data

Thursday, July 03, 2008

BANGALORE, INDIA: International Business Machines Corp. (IBM) today said researchers at its India Research Laboratory have developed advanced data masking technology that helps call centers protect critical data without disrupting customer service or business operations.

The company intends to utilize this capability in its own call center operations to further protect information for its services clients around the world, IBM said in a statement.

The new data masking technology, helps call centers and Information Technology Enabled Service (ITES) organizations by providing effective security and privacy of data which helps in managing customer trust and protecting the brand, which is critical for the call center industry.

The technology is a speech analytics tool that helps in complying with security and privacy legislation and compliance standards, which in turn enhances customer satisfaction, the statement said. Designed to help dramatically improve call centers, this sophisticated IBM technology detects and masks private and sensitive information collected from audio recordings of conversations between call centre agents and customers.

Previously, there was no known technology, which provided this functionality, IBM said. "Call centers and the agents who answer customer questions and address their concerns, play a vital role in reinforcing their organization's brand experience while maintaining customer trust. The ability to maintain customer trust requires organizations to be able to ensure the security of their customer’s private information, such as credit card numbers, personal identification numbers (PIN), Social security numbers and other information collected through agent-customer interactions," said Dr. Guruduth Banavar, director, IBM India Research Laboratory.

“Designed to transform data for better security and privacy, this technology, developed by IBM Research, helps to ensure effective measures to safeguard company brands and manage customer trust,” he added.

In a contact center, typically, the stored audio recordings while sharing with various individuals, they become vulnerable to unauthorized individuals getting access to sensitive information, which opens opportunities for personal and confidential information theft and other misuse.

IBM’s new technology processes these audio recordings in order to detect and mask the sensitive information and makes it accessible to authorized personnel only; thus preventing misuse of the data, Big Blue added.

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