Patent ID: 8976953
Filing Date: 2015-03-10
Classification: H04M

Abstract:
1. A method for improving transmission and confidentiality of sensitive information in a contact handling system via limiting the ability of an agent to access the sensitive information transmitted from a customer to the contact handling system over the course of a contact, the method comprising: communicating with the customer via one or more contact handling system devices at the contact handling system via a first media channel including a first media, the first media channel associated with a first customer device, wherein communication received from the customer via the first media channel is communicated to the agent and wherein communication from the agent to the customer is communicated to the customer via the first media channel and the first customer device; and receiving the sensitive information from the customer via the one or more contact handling system devices at the contact handling system via a second media channel including a second media including a Short Message Service message, the second media channel associated with a second customer device, wherein: