Only Spoken offers this unique solution to the sticky issue of ensuring security of caller data: the Secure Data IVR allows a live agent to transfer a caller to our unique, masked IVR to collect sensitive information in a secure manner and then transfer that data to your back end systems, all without the agent ever coming in contact with the sensitive data.
Ensure a secure, world-class customer experience
Keep sensitive data secure without interrupting the call flow. With the Secure Data IVR, when the system requires secure data, the agent instructs the caller to hit the pound key to transfer briefly to the Secure IVR, informing the caller of transfer back to the agent immediately afterwards.
As the caller enters the secure data, the agent can see that the data is entered but not the data itself. Instead, the agent sees a reference number to confirm receipt of the secure data. Meanwhile, on the customer’s back end system, the recording and social security number are safely stored for access by managers and administrators only.
If the call is being recorded by Call Recorder, the Secure IVR segment of the call is masked for ulitmate security. The sensitive data is only accessible with administrative password via the back end system.