IBM Unveils Technology to Protect Customer Data in Call Center Industry

New Delhi, Bangalore: Researchers at IBM's India Research Laboratory have developed advanced data masking technology to protect critical data without disrupting customer service or business operations.

The new data masking technology, helps call centers and Information Technology Enabled Service (ITES) organizations by providing security and privacy of data. Developed by IBM's India Research Laboratory, the technology is a speech analytics tool that helps in complying with security and privacy legislation and compliance standards.

Dr. Guruduth Banavar, director, IBM India Research Laboratory, said, "Call centers and the agents who answer customer questions and address their concerns, play a vital role in reinforcing their organization's brand experience while maintaining customer trust. The ability to maintain customer trust requires organizations to be able to ensure the security of their customer’s private information, such as credit card numbers, personal identification numbers (PIN), Social security numbers and other information collected through agent-customer interactions. Designed to transform data for better security and privacy, this technology, developed by IBM Research, helps to ensure effective measures to safeguard company brands and manage customer trust.”

It is said that the new solution will help companies protect their data while taking advantage of the best resources available throughout the world. Voice and screen masking utilizes a combination of speech analytics and metadata to locate portions of an audio or screen recordings that contain sensitive data such as a credit card or bank account numbers. The masking solution blocks that portion of the call or screen during playback for individuals that are not authorized to hear or view the sensitive information.

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