SYSTEM AND METHOD FOR PAYMENT CARD INDUSTRY COMPLIANCE

• US 20150363789A1
• Filed: 06/12/2014
• Published: 12/17/2015
• Est. Priority Date: 06/12/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Moran, Thomas J., Carty, Gerard
• Granted Patent: US 10,580,014 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/018 Certifying business or products
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A system for providing Payment Card Industry (PCI) compliance for a contact center is disclosed. The system includes a monitoring module configured to monitor a communication session between an agent and a customer. At least one image associated with the agent'"'"'s computer screen is captured during the communication session. An analysis module is configured to compare the at least one image with at least one predefined image. A control module is configured to control a recording of information associated with the communication session based on the comparison.

Claims

1. A compliance system for a contact center, comprising:

a monitoring module configured to monitor a communication session between an agent and a customer, wherein at least one image associated with the agent'"'"'s computer screen is captured during the communication session;

an analysis module configured to compare the at least one image with at least one predefined image; and

a control module configured to control a recording of information associated with the communication session based on the comparison.

2. The system of claim 1, wherein the analysis module is configured to generate a confidence score based in the comparison.

3. The system of claim 2, wherein the control module is configured to pause the recording when the confidence score meets a predetermined criterion and resume the recording when the confidence score no longer meets the predetermined criterion.

4. The system of claim 3, wherein the pausing comprises one of a masking of the information and a shedding of the information.

5. The system of claim 1, wherein the information comprises data associated with at least one of a telephone call, a video conferencing, an instant messaging service, a short messaging service, a multimedia messaging service, a screen sharing service, and an interactive voice response service.

6. The system of claim 1, wherein the at least one predefined image comprises one or more screenshots of the agent'"'"'s computer screen.

7. The system of claim 6, wherein the one or more screenshots comprise a plurality of named fields and a plurality of corresponding input areas.

8. The system of claim 7, wherein the plurality of named fields comprise at least one sensitive named field.

9. The system of claim 8, wherein the predetermined criteria comprises a threshold score.

10. The system of claim 1, wherein the at least one image is constructed based on real time data stream received from the agent'"'"'s computer.

11. A computer-implemented method for providing Payment Card Industry (PCI) compliance for a contact center, the method comprising:

monitoring a communication session between an agent and a customer, wherein at least one image associated with the agent'"'"'s computer screen is captured during the communication session;

comparing the at least one image with at least one predefined image; and

controlling a recording of information associated with the communication session based on the comparison.

12. The method of claim 11, wherein the comparing comprises generating a confidence score.

13. The method of claim 12, wherein the recording is paused when the confidence score meets a predetermined criterion and the recording is resumed when the confidence score no longer meets the predetermined criterion.

14. The method of claim 13, wherein the pausing comprises one of a masking of the information and a shedding of the information.

15. The method of claim 11, wherein the at least one predefined image comprises one or more screenshots of the agent'"'"'s computer screen.

16. The method of claim 15, wherein the one or more screenshots comprise a plurality of named fields and a plurality of corresponding input areas.

17. The method of claim 16, wherein the plurality of named fields comprise at least one of a customer name, a credit card number, a card security number and an expiry date.

18. A computer-implemented method for providing Payment Card Industry (PCI) compliance for a contact center, the method comprising:

monitoring a communication session between an agent and a customer, wherein at least one image associated with the agent'"'"'s computer screen is captured during the communication session;

comparing the at least one image with at least one predefined image wherein the at least one image is constructed based on real time data stream received from the agent'"'"'s computer; and

controlling a recording of information associated with the communication session based on the comparison.

19. The method of claim 18, wherein the comparison comprises generating a confidence score.

20. The method of claim 19, wherein the recording is paused when the confidence score meets a predetermined criterion and the recording is resumed when the confidence score no longer meets the predetermined criterion, wherein the pausing comprises one of a masking of the information and a shedding of the information.