Using a speech analytics system to control a secure audio bridge during a payment transaction
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United States of America Patent
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Jul 4, 2017
Issued Date -
N/A
app pub date -
May 18, 2016
filing date -
Apr 11, 2013
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Abstract
An architecture and process flow for a contact center that receives payments prevents the agent from hearing sensitive financial information during the payment transaction. During a call with a remote party, the agent determines an appropriate time to bridge on a bank card payment processing system to receive and process a payment. Audio of the call to the agent is then interrupted so as to avoid the agent hearing any sensitive financial information provided by the remote party. A speech analytics system (“SAS”) is bridged onto the call and monitors the payment transaction. The SAS provides status indications displayed to the agent so that the agent is able to monitor the progression of the payment transaction without hearing the contents of the call. The SAS determines when the payment transaction has completed and causes the agent audio to be restored.
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