Software Inc., dba IntraNext Systems, has been awarded United States
Patent No. US 9,881,178 for a "Method and Apparatus for Protecting
Sensitive Data" in Contact Center environments.
This unique solution can remove Personally Identifiable Information
(PII) near the VOIP ingress point of a contact center environment
without disrupting the telephony voice path. Using an IntraNext PII
Data Protection Appliance, PII data such as credit card numbers,
social security numbers, and birth dates can be safely extracted from
telephone interactions between telephony systems, customers, and call
center agents. The PII Data Protection Appliance may be placed upstream
from call processing systems such as an ACD/PBX or IVR, thereby
eliminating the transmission of sensitive data further into a contact
When suplementing IntraNext's iGuard™
product, the appliance enables customers to directly enter their
sensitive information using their touch-tone telephone
(Dual-Tone-Multi-frequency - DTMF), while remaining in voice contact
with the call center agent. When a telephone caller is instructed to
enter their information, a signal is passed to the appliance for
interaction with the data portion of the communication exchange. A
unique feature of the appliance is that the PII is extracted without
requiring a physical interrupt to the voice call. Captured PII data is
held in encrypted memory for subsequent processing directly from an
entity's data center, effectively protecting PII from unnecessary
exposure within contact center systems and networks.
Potential uses include:
Patrick Brown, CEO, stated, "The issuance of this patent reinforces our
commitment to data security in contact center environments, while
preserving our customer's infrastructure investments. This innovative
technology enables VOIP contact centers to secure PII data at the point
of entry, while never disrupting the voice path. Whenever contact
centers can effectively prevent PII from unnecessary exposure, data
security and fraud prevention measures can be positively impacted."
Systems has developed contact center solutions for over 20 years.
IntraNext's product portfolio consists of Event Intelligence™, an
industry leading Computer Telephony Integration (CTI) solution, and
iGuard™, a DTMF data capture solution for live agent interactions.
View source version on businesswire.com: https://www.businesswire.com/news/home/20180404005052/en/
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