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Jul 8
IBM Technology: Protecting Call Center Recordings

IBM Research Labs have developed new technology to mask and protect private information captured by call centers.  It utilizes speech analytics to identify sensitive data that can only be accessed by authorized personnel.  Not only does it scan audio recordings but can also do so with recorded screen data.  Read full article here.

IBMSpeech analytics software has been around only recently and this development deployed in centers has its advantages other than security compliance.  For outsourced companies, including this in their wide array of customer solutions will get more clients in the door, especially those dealing in financial transactions.  It would also be easier to deploy sample recordings in training sessions or send to prospective clients when showcasing agent capabilities.  No need to worry about finding software to manually “bleep” customer’s account or credit number.

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2 Comments/Trackbacks




This is a very important piece of technology because IBM takes security and privacy concerns of its customers very seriously, and it's key to maintaining customer trust.

Now a days everywhere technology is required. Not only technology but advance technology.In order to maintain and provide good customer service call centers also require good and fast call center software . Because if call centers will not be technology upgraded they can not maintain their good service and yes not any customer wants poor service.

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« Guest Post: John Joseph on Top 5 Contact Center Tech Developments You Should Be Considering | Main | Fellow Call Center Bloggers: Time to be Heard! »

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