Methods, apparatus, scripts, and computer readable media for facilitating secure capture of sensitive data for a voice-based transaction conducted over a telecommunications network
First Claim
1. A method of facilitating secure capture of sensitive data during a voice-based transaction with a caller conducted over a telecommunications network, the method comprising at least the following:
- executing a script controlling a flow of the voice-based transaction, during which transaction at least one of sensitive and non-sensitive data may be obtained;
transferring the caller to an automated system in real time in response to the script to;
capture sensitive data from the caller; and
store the sensitive data in a transaction record;
transferring the caller to a live operator in real time in response to the script to;
capture non-sensitive data from the caller; and
store the non-sensitive data in the transaction record.
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Accused Products
Abstract
Methods, apparatus, scripts, and computer readable media for facilitating secure capture of sensitive data during a voice-based transaction with a caller conducted over a telecommunications network. In an illustrative embodiment, the method comprises executing a script controlling a flow for the voice-based transaction, during which transaction at least one of sensitive and non-sensitive data may be obtained. The caller is transferred to an automated system in real time in response to the script to capture sensitive data from the caller and to store the sensitive data in a transaction record. The caller is transferred to a live operator in real time in response to the script to capture non-sensitive data from the caller and to store the non-sensitive data in the transaction record. Apparatus, scripts, and computer readable media for realizing the above method and other embodiments of the same are also provided.
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Citations
20 Claims
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1. A method of facilitating secure capture of sensitive data during a voice-based transaction with a caller conducted over a telecommunications network, the method comprising at least the following:
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executing a script controlling a flow of the voice-based transaction, during which transaction at least one of sensitive and non-sensitive data may be obtained;
transferring the caller to an automated system in real time in response to the script to;
capture sensitive data from the caller; and
store the sensitive data in a transaction record;
transferring the caller to a live operator in real time in response to the script to;
capture non-sensitive data from the caller; and
store the non-sensitive data in the transaction record. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A program storage device storing a script that is adapted for execution in a call center environment to facilitate secure capture of sensitive data during a voice-based transaction conducted over a telecommunications network, the script comprising at least the following:
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at least a one instance of a first command directing that sensitive data be securely captured by an automated system; and
at least a one instance of at least a second command directing that non-sensitive data be captured by a live operator. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. Apparatus for facilitating secure capture of sensitive data during a voice-based transaction with a caller conducted over a telecommunications network, the apparatus comprising at least the following:
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means for executing a script controlling a flow of the voice-based transaction, during which transaction at least one of sensitive and non-sensitive data may be obtained;
means for transferring the caller to an automated system in real time in response to the script to;
capture sensitive data from the caller; and
store the sensitive data in a transaction record;
means for transferring the caller to a live operator in real time in response to the script to;
capture non-sensitive data from the caller; and
store the non-sensitive data in the transaction record. - View Dependent Claims (18)
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19. A program storage device readable by a machine, tangibly embodying a program of instructions executable by the machine to perform a method for facilitating secure capture of sensitive data during a voice-based transaction with a caller conducted over a telecommunications network, the method comprising at least the following:
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executing a script controlling a flow of the voice-based transaction, during which transaction at least one of sensitive and non-sensitive data may be obtained;
transferring the caller to an automated system in real time in response to the script to;
capture sensitive data from the caller; and
store the sensitive data in a transaction record;
transferring the caller to a live operator in real time in response to the script to;
capture non-sensitive data from the caller; and
store the non-sensitive data in the transaction record. - View Dependent Claims (20)
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Specification