Patent ID: 9407758
Filing Date: 2016-08-02
CPC Classification: G06Q,G10L,H04L,H04M

Claim Text:
1. A method for a contact center to facilitate a remote party communicating through the contact center to make a payment using a bank card payment processing system (“BCPPS”) without an agent of the contact center hearing sensitive financial information, comprising: engaging the remote party in a voice call using a call handler with the agent; bridging onto the voice call the BCPPS for processing bank card information provided by the remote party; bridging onto the voice call a speech analytics system (“SAS”); interrupting audio of the voice call to the agent; providing audio of the voice call to the SAS, wherein the audio comprises the bank card information provided by the remote party for purposes of making the payment; determining by the SAS when the bank card information from the remote party has been processed by the BCPPS by monitoring the audio of the BCPPS; and in response to determining the payment has been processed, causing by the SAS the audio of the voice call to the agent to be restored.