IBM develops ‘data masking’ tool for call centers
By Lawrence Casiraya
INQUIRER.net
First Posted 16:38:00 07/13/2008
MANILA, Philippines -- IBM said it has developed technology that allows call centers to encrypt sensitive data found in audio recordings between agents and customers.
Developed by its research labs in India, IBM claims this "data masking" technology is the first of its kind in the call center industry.
It utilizes a combination of speech analytics and metadata to locate portions of an audio or screen recordings that contain sensitive data such as a credit card or bank account numbers.
The masking solution blocks that portion of the call or screen during playback for individuals that are not authorized to hear or view the sensitive information.
The technology is designed to help protect audio files, particularly agent-customer interaction in a contact center against misuse and theft.
Typically, in a contact center, these audio recordings are stored and shared with various individuals for different purposes such as auditing, personnel training and quality management.
While designed for call centers, the technology also helps enterprises comply with security and privacy legislations, IBM said.
IBM said it has piloted the technology in its call centers. In the Philippines, IBM through IBM Daksh operates four call center facilities in Metro Manila.
Asked for comment, IBM's local office cannot yet discuss plans when the technology will be made available to call center operators in the country.
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