Page 20 - Telecom Reseller JanFeb 2015

20 Telecom Reseller
January/February 2015
New DTMF Capture

Technology Will Revolutionize

Call Center Security

Bdata to the agent but can also provide enhanced
ROWN
PCI compliance by eliminating the issue of
pausing and resuming recording altogether.
by Patrick Brown, president, IntraNext Because the data is inherently masked, muted
Systems (www.intranext.com)
or iltered, there’s zero risk of it being captured,
Mrecorded and stored.
ost call center operations today rely on IVR technology to support customer For customers, DTMF capture also provides
for an improved and faster call experience. Callers
self-care and reduce live agent staing
no longer have to worry about providing their PII
requirements. But, there are many instances in over the phone to a complete stranger or having
which live agent assistance is a necessity. When bystanders overhear their verbal responses. It
these situations require the caller to provide also allows customers to stay on the line with the
personally identiiable information (PII), such as agent in case they need assistance, and it can even
a credit card or Social Security number, security reduce call time/customer interaction by up to 15
becomes a paramount concern.
seconds compared to a verbal exchange—a win-
In situations where IVR can’t be used, the win for both callers and the call center. ■
agent must collect the data, exposing them to a
customer’s PII data, and creating a new challenge
with quality monitoring systems, which must be Connect.
conigured to pause and resume call recording at
the appropriate time to prevent the capture and
storage of sensitive data.
Now, a new technology is emerging that uses
dual tone multi-frequency signaling (DTMF)
to capture PII securely while remaining on the
same call , eliminating the risk of exposing data to
the agent, the organization or the call recording system. he new method promises to dramatically
improve call center eiciency and security, while
reducing costs and improving customer trust,
satisfaction and loyalty.
Here’s how it works: During a call, the live agent
asks the customer to enter his or her PII using the
touch-tone key pad on their telephone. he DTMF
system automatically captures, aggregates and
processes the data into the appropriate transaction
system, toggling recording of and on if needed,
and masking it from the agent – all while the caller
and live agent remain on the line together. In the
event the customer needs assistance, the agent is still
there to help, while the customers’ data is securely
protected by the DTMF capture technology.
DTMF systems can be implemented in a
variety of ways, including carrier-side systems that
capture and process all data outside the call center
environment, computer telephony integration (CTI) sotware that interfaces directly with the
Automated Call Distributor (ACD), or as desktop
iltering devices between the telephone, PC and
agent’s headset.
While desktop iltering hardware is likely the
least expensive and simplest to implement, it can
also be easily disabled or overridden. Carrier-
side systems require more vendor resources, and
ultimately cost more. he least environmentally
impacting approach is oten the sotware route—
where the interface happens entirely within a
secure, encrypted server environment.
For call centers, this use of DTMF technology
not only eliminates the risk of exposing sensitive
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TelecomReseller
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