Playback of sensitive data
Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. can sometimes contain sensitive information, such as a customer's credit card information or password that need to be hidden during playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen..
The system supports the following features to prevent playback of sensitive information:
-
Pause and Resume: Pause and Resume supports suppressing the recording of sensitive portions of an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element.. During portions containing sensitive information, the interaction's recording is paused and the content is replaced with alternate information. During playback, the alternate information is played back.
-
Sensitive Data Masking: Sensitive Data Masking supports hiding (masking) sensitive portions of an interaction. During playback, sensitive portions are replaced with alternate information.
-
Morphing: Morphing of audio files supports obscuring the voice of a speaker by morphing the agent and/or customer channel during playback.