Systems and methods for protecting information
DC CAFCFirst Claim
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1. A method for protecting information provided to an agent via a communication network, said method comprising:
- receiving, at a communication monitoring server, an interactive communication responsive to an agent request via a communication network, the communication including information that is to be protected;
routing the communication to an agent;
recording at least a portion of the communication;
electronically identifying the information that is to be protected from the communication; and
preventing unauthorized access to the information that is to be protected during replay of the portion of the communication.
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Abstract
Systems and methods for protecting information provided to an agent via a communication network are provided. In this regard, a representative method comprises: receiving a communication via a communication network, the communication including information that is to be protected; routing the communication to an agent; recording at least a portion of the communication; identifying the information that is to be protected from the communication; and preventing unauthorized access to the information during replay of the portion of the communication.
186 Citations
25 Claims
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1. A method for protecting information provided to an agent via a communication network, said method comprising:
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receiving, at a communication monitoring server, an interactive communication responsive to an agent request via a communication network, the communication including information that is to be protected; routing the communication to an agent; recording at least a portion of the communication; electronically identifying the information that is to be protected from the communication; and preventing unauthorized access to the information that is to be protected during replay of the portion of the communication. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A system for protecting information provided to an agent via a communication network, said system comprising:
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a communication monitoring system operative to monitor an interactive communication responsive to an agent request via a communication network and electronically identify information contained in the communication that is to be protected; and a recording device operative to record at least a portion of the communication; wherein the communication monitoring system is further operative to provide instructions to the recording device responsive to electronically identifying the information that is to be protected such that unauthorized access to the information is prevented. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24)
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25. A computer-readable medium having a computer program stored thereon, the computer program comprising computer-executable instructions for performing a computer-executed method for protecting information provided to an agent via a communication network, said method comprising:
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receiving an interactive communication responsive to an agent request via a communication network, the communication including information that is to be protected; electronically identifying the information that is to be protected from the communication; recording at least a portion of the communication; and preventing unauthorized access to the information such that, if it is determined that the information that is to be protected has been recorded, at least a portion of the information is rendered unintelligible to a user unless that user possesses an authorization to access the information.
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Specification