System and method for payment card industry compliance

A system for providing Payment Card Industry (PCI) compliance for a contact center is disclosed. The system includes a monitoring module configured to monitor a communication session between an agent and a customer. At least one image associated with the agent's computer screen is captured during the communication session. An analysis module is configured to compare the at least one image with at least one predefined image. A control module is configured to control a recording of information associated with the communication session based on the comparison.

BACKGROUND

Field

Embodiments of the present invention generally relate to a system and method for providing Payment Card Industry (PCI) compliance and particularly to a system and method for providing the PCI compliance using image recognition.

Description of Related Art

Contact centers are employed by many enterprises to service inbound and outbound contacts from customers. A typical contact center includes a switch and/or server to receive and route incoming packet-switched and/or circuit-switched contacts and one or more resources, such as human agents and automated resources (e.g., Interactive Voice Response (IVR) units), to service the incoming contacts or work items. Contact centers distribute contacts, whether inbound or outbound, for servicing to any suitable resource according to predefined criteria.

Usually, a contact center has many agents who handle queries from customers. Each agent has an associated agent machine for use of the agent. Each agent machine has recording capability for monitoring service quality of the agent. The agent machine may be a personal computer, a laptop, a palmtop, a mobile device, and the like. The agent machine may include a client screen recording application that continuously records activity of the agent on the client machine. Further, the agent machine may include a client desktop analysis application that monitors in focus screens of applications being used at the agent machine. The agent machine may include a manual recording control application which can be used by the agent to manually pause and resume recording of a communication.

A contact center that handles information related to payment cards needs to comply with PCI regulations. The PCI regulations require sensitive information associated with payment cards to be protected from all internal or external agents. For example, information such as a credit card number must not be recorded or saved by the enterprise while still recording other information being exchanged between the customer and the agent for service quality purposes.

Existing solutions deploy a client application (for example, a manual recording control application) on each agent machine that monitors agent activity on the agent machine and on a call with a customer. The client application can be used to pause and resume recording of a call between the customer and the agent based on a manual trigger from the agent. To comply with the PCI regulations, the agent manually stops recording of the call when the call involves exchange of sensitive information such as a credit card number. The agent may forget to manually pause the recording when the sensitive information is being exchanged. The agent may also forget to resume the recording when exchange of sensitive information is over. Thus, the manual controlling of the information recording is cumbersome. Further, the manual recording is prone to inadequate monitoring of the agent activity and/or PCI regulations violation by the enterprise.

In other existing solutions, a client application (for example, a client desktop analysis application) automatically detects exchange of the sensitive information and triggers a pause to recording of the information as long as information being exchanged remains sensitive. The recording of the information is resumed once the exchange of sensitive information is over. However, if a client application (for example, a client financial application) is modified or replaced; each agent machine also requires updating of the client desktop analysis application. Consequently, even a minor update to the client financial application would require manual updating of the client desktop analysis application at each agent machine. This is a time consuming, error prone and expensive exercise.

There is thus a need for a system and method for improved PCI compliance for a contact center.

SUMMARY

Embodiments in accordance with the present invention provide a system for providing Payment Card Industry (PCI) compliance for a contact center. The system includes a monitoring module configured to monitor a communication session between an agent and a customer. At least one image associated with the agent's computer screen is captured during the communication session. The system further includes an analysis module configured to compare the at least one image with at least one predefined image. The system further includes a control module configured to control a recording of information associated with the communication session based on the comparison.

Embodiments in accordance with the present invention further provide a computer-implemented method for providing PCI compliance for a contact center. The method includes monitoring a communication session between an agent and a customer. At least one image associated with the agent's computer screen is captured during the communication session. The at least one image is compared with at least one predefined image. A recording of information associated with the communication session is controlled based on the comparison.

Embodiments in accordance with the present invention further provide a computer-implemented method for providing PCI compliance for a contact center. The method includes monitoring a communication session between an agent and a customer. At least one image associated with the agent's computer screen is captured during the communication session. The at least one image is compared with at least one predefined image. The at least one image is constructed based on real time data stream received from the agent's computer. A recording of information associated with the communication session is controlled based on the comparison.

Embodiments of the present invention may provide a number of advantages depending on its particular configuration. First, an embodiment of the present application provides a system and a method for providing improved PCI compliance for a contact center. Sensitive information such as credit card numbers is protected. Secondly, the system provides for a centralized monitoring of agent's actions. The centralized monitoring provides for easy deployment and updating of system. Thirdly, the system provides for real time image recognition for providing the PCI compliance for the contact center. Finally, the system is scalable and cost effective for the PCI compliance for the contact center. These and other advantages will be apparent from the present application of the embodiments described herein.

The preceding is a simplified summary to provide an understanding of some aspects of embodiments of the present invention. This summary is neither an extensive nor exhaustive overview of the present invention and its various embodiments. The summary presents selected concepts of the embodiments of the present invention in a simplified form as an introduction to the more detailed description presented below. As will be appreciated, other embodiments of the present invention are possible utilizing, alone or in combination, one or more of the features set forth above or described in detail below.

DETAILED DESCRIPTION

Embodiments of the present invention will be illustrated below in conjunction with an exemplary communication system, e.g., the Avaya Aura® system. Although well suited for use with, e.g., a system having an Automatic Call Distribution (ACD) or other similar contact processing switch, embodiments of the present invention are not limited to any particular type of communication system switch or configuration of system elements. Those skilled in the art will recognize the disclosed techniques may be used in any communication application in which it is desirable to provide improved contact processing.

The term “computer-readable medium” as used herein refers to any tangible storage and/or transmission medium that participate in providing instructions to a processor for execution. Such a medium may take many forms, including but not limited to, non-volatile media, volatile media, and transmission media. Non-volatile media includes, for example, NVRAM, or magnetic or optical disks. Volatile media includes dynamic memory, such as main memory. Common forms of computer-readable media include, for example, a floppy disk, a flexible disk, hard disk, magnetic tape, or any other magnetic medium, magneto-optical medium, a CD-ROM, any other optical medium, punch cards, paper tape, any other physical medium with patterns of holes, a RAM, a PROM, and EPROM, a FLASH-EPROM, a solid state medium like a memory card, any other memory chip or cartridge, a carrier wave as described hereinafter, or any other medium from which a computer can read.

A digital file attachment to e-mail or other self-contained information archive or set of archives is considered a distribution medium equivalent to a tangible storage medium. When the computer-readable media is configured as a database, it is to be understood that the database may be any type of database, such as relational, hierarchical, object-oriented, and/or the like. Accordingly, embodiments may include a tangible storage medium or distribution medium and prior art-recognized equivalents and successor media, in which the software embodiments of the present invention are stored.

The term “module” as used herein refers to any known or later developed hardware, software, firmware, artificial intelligence, fuzzy logic, or combination of hardware and software that is capable of performing the functionality associated with that element. Also, while the present invention is described in terms of exemplary embodiments, it should be appreciated those individual aspects of the present invention can be separately claimed.

The term “switch” or “server” as used herein should be understood to include a Private Branch Exchange (PBX), an ACD, an enterprise switch, or other type of communications system switch or server, as well as other types of processor-based communication control devices such as media servers, computers, adjuncts, etc.

FIG. 1Ashows an illustrative embodiment of the present invention. A contact center100comprises a server110, a set of data stores or databases114containing contact (or call) or customer related information, data items, and other information that may enhance the value and efficiency of the contact processing, and a plurality of servers, namely a voice mail server118, an Interactive Voice Response unit (e.g., IVR)122, and other servers126, a switch130, a plurality of working agents operating packet-switched (first) communication devices134-1-N (such as computer work stations or personal computers), and/or circuit-switched (second) communication devices138-1-M, all interconnected by a Local Area Network (LAN)142, (or Wide Area Network (WAN)). In an embodiment of the present invention, the database114may store data items associated with the agents of the contact center100. The data items may include, but is not restricted to, emails, documents, reports, and so forth. The data items may be stored in more than one database of the contact center114, in another embodiment of the present invention. The database114may further store metrics associated with the agents, supervisors, and the data items, in another embodiment of the present invention. Further, the database114may also store a rating associated with the data items. Further, the database114may store a formula or a mathematical algorithm that may be used to enhance information workflow in the contact center100.

The servers may be connected via optional communication lines146to the switch130. As will be appreciated, the other servers126may also include a scanner (which is normally not connected to the switch130or Web Server), VoIP software, video call software, voice messaging software, an IP voice server, a fax server, a web server, an email server, and the like. The switch130is connected via a plurality of trunks to a circuit-switched network152(e.g., Public Switch Telephone Network (PSTN)) and via link(s)154to the second communication devices138-1-M. A security gateway158is positioned between the server110and a packet-switched network162to process communications passing between the server110and the packet-switched network162. In an embodiment of the present invention, the security gateway158(as shown in FIG.1A) may be Avaya Inc.'s, G700 Media Gateway™ and may be implemented as hardware such as via an adjunct processor (as shown) or as a chip in the server110.

The switch130and/or server110may be any architecture for directing contacts to one or more communication devices. In some embodiments of the present invention, the switch130may perform load-balancing functions by allocating incoming or outgoing contacts among a plurality of logically and/or geographically distinct contact centers. Illustratively, the switch130and/or server110may be a modified form of the subscriber-premises equipment sold by Avaya Inc. under the names Definity™ Private-Branch Exchange (PBX) based ACD system, MultiVantage™ PBX, Communication Manager™, S8300™ media server and any other media servers, SIP Enabled Services™, Intelligent Presence Server™, and/or Avaya Interaction Center™, and any other products or solutions offered by Avaya or another company. Typically, the switch130/server110is a stored-program-controlled system that conventionally includes interfaces to external communication links, a communications switching fabric, service circuits (e.g., tone generators, announcement circuits, etc.), memory for storing control programs and data, and a processor (i.e., a computer) for executing the stored control programs to control the interfaces and the fabric and to provide ACD functionality. Other types of known switches and servers are well known in the art and therefore not described in detail herein.

The first communication devices134-1-N are packet-switched and may include, for example, IP hardphones such as the Avaya Inc.'s, 4600 Series IP Phones™, IP softphones such as Avaya Inc.'s, IP Softphone™, Personal Digital Assistants (PDAs), Personal Computers (PCs), laptops, packet-based H.320 video phones and conferencing units, packet-based voice messaging and response units, packet-based traditional computer telephony adjuncts, peer-to-peer based communication devices, and any other communication device.

The second communication devices138-1-M are circuit-switched devices. Each of the second communication devices138-1-M corresponds to one of a set of internal extensions Ext1-M, respectively. The second communication devices138-1-M may include, for example, wired and wireless telephones, PDAs, H.320 video phones and conferencing units, voice messaging and response units, traditional computer telephony adjuncts, and any other communication devices.

It should be noted that the embodiments of present invention do not require any particular type of information transport medium between switch, or server and first and second communication devices, i.e., the embodiments may be implemented with any desired type of transport medium as well as combinations of different types of transport channels.

The packet-switched network162may be any data and/or distributed processing network, such as the Internet. The packet-switched network162typically includes proxies (not shown), registrars (not shown), and routers (not shown) for managing packet flows.

The packet-switched network162as shown inFIG. 1Ais in communication with an external first communication device166via a security gateway170and the circuit-switched network150is in communication with an external second communication device174.

In one configuration, the server110, the packet-switched network162, and the first communication devices134-1-N are Session Initiation Protocol (SIP) compatible and may include interfaces for various other protocols such as the Lightweight Directory Access Protocol (LDAP), H.248, H.323, Simple Mail Transfer Protocol (SMTP), IMAP4, ISDN, E1/T1, and analog line or trunk.

It should be emphasized that the configuration of the switch130, the server110, user communication devices, and other elements as shown inFIG. 1Ais for purposes of illustration only and should not be construed as limiting embodiments of the present invention to any particular arrangement of elements.

Further, the server110is notified via the LAN142of an incoming service request or work item by the communications component (e.g., switch130, a fax server, an email server, a web server, and/or other servers) receiving the incoming service request as shown inFIG. 1A. The incoming service request is held by the receiving telecommunications component until the server110forwards instructions to the component to forward or route the contact to a specific contact center resource, such as the IVR unit122, the voice mail server118, and/or first or second telecommunication device134-1-N,138-1-M associated with a selected agent.

FIG. 1Billustrates at a relatively high level of hardware abstraction a block diagram of a server such as the server110, in accordance with an embodiment of the present invention. The server110may include an internal communication interface151that interconnects a processor157, a memory155and a communication interface circuit159. The communication interface circuit159may include a receiver and transmitter (not shown) to communicate with other elements of the contact center100such as the switch130, the security gateway158, the LAN142, and so forth. By use of programming code and data stored in the memory155, the processor157may be programmed to carry out the various functions of the server110.

Although embodiments are discussed with reference to client-server architecture, it is to be understood that the principles of embodiments of the present invention apply to other network architectures. For example, embodiments of the present invention apply to peer-to-peer networks, such as those envisioned by the Session Initiation Protocol (SIP). In the client-server model or paradigm, network services and the programs used by end users to access the services are described. The client side provides a user with an interface for requesting services from the network, and the server side is responsible for accepting user requests for services and providing the services transparent to the user. By contrast in the peer-to-peer model or paradigm, each networked host runs both the client and server parts of an application program. Additionally, embodiments do not require the presence of packet- or circuit-switched networks.

The term “switch” or “server” as used herein should be understood to include a Private Branch Exchange (PBX), an ACD, an enterprise switch, an enterprise server, or other type of telecommunications system switch or server, as well as other types of processor-based communication control devices such as media servers, computers, adjuncts, etc.

Referring toFIG. 2, one possible configuration of the server110is depicted. The server110is in communication with a plurality of customer communication lines200a-y(which can be one or more trunks, phone lines, etc.) and agent communication line204(which can be a voice-and-data transmission line such as LAN142and/or a circuit switched voice line). The server110can include Avaya Inc.'s Operational Analyst™ with On-Line Analytical processing, or OLAP technology or a Call Management System or CMS228that gathers call records and contact-center statistics for use in generating contact-center reports. OA and CMS will hereinafter be referred to jointly as CMS228.

As can be seen inFIG. 2, included among the data stored in the server110is a set of contact queues208a-nand a separate set of agent queues212a-n. Each contact queue208a-ncorresponds to a different set of agent queues, as does each agent queue212a-n. Conventionally, contacts are prioritized and either is enqueued in individual ones of the contact queues208a-nin their order of priority or is enqueued in different ones of a plurality of contact queues that correspond to a different priority. Likewise, each agent's queues are prioritized according to his or her level of expertise or skill in that queue, and either agents are enqueued in individual ones of agent queues212a-nin their order of expertise level or are enqueued in different ones of a plurality of agent queues212a-nthat correspond to a queue and each one of which corresponds to a different expertise level.

Included among the control programs in the server110is a work item vector216. Contacts incoming to the contact center are assigned by work item vector216to different work item queues208a-nbased upon a number of predetermined criteria, including customer identity, customer needs, contact center needs, current contact center queue lengths, customer value, and the agent skill that is required for the proper handling of the contact. Agents who are available for handling work items are assigned to agent queues212a-nbased upon the skills that they possess. An agent may have multiple skills, and hence may be assigned to multiple agent queues212a-nsimultaneously. Furthermore, an agent may have different levels of skill expertise (e.g., skill levels1-N in one configuration or merely primary skill levels and secondary skill levels in another configuration), and hence may be assigned to different agent queues212a-nat different expertise levels.

According to embodiments of the present invention, included among the programs executing on the server110are an agent and work item selector220and a compliance system224. The agent selector220and the compliance system224are stored either in the main memory or in a peripheral memory (e.g., disk, CD ROM, etc.) or some other computer-readable medium of the contact center100. The agent selector220effects an assignment between available work items (or contacts) and available agents in a way that tends to maximize contact center efficiency for the current contact center state. The agent selector220uses predefined criteria in selecting an appropriate agent to service the work item. The selector220, in particular, obtains, for each of a plurality of contact center goals or objectives, status information, or information respecting whether or not a corresponding goal (for example, the service level agreement) is being met or unmet and/or a level to which the corresponding goal is being met or unmet.

For example, exemplary goal levels can be expressed as actual, average or median wait times in each queue208, actual, average, or median agent staffing levels in each queue212, actual, average, or median revenue (whether gross or net) realized by a designated set of agents (such as the agents in an agent skill queue) per serviced contact, a customer satisfaction level for a set of designated agents determined during or after servicing of each customer's contact, actual, average, or median time for the agents in a set of designated agents to service contacts, number of contacts to be serviced by a set of designated agents during a selected time period, and the service level agreement between the contractor and the client. This information, along with other statistics is typically gathered by the CMS228.

The compliance system224controls recording of information associated with a communication session between a customer and an agent of the contact center100. The compliance system224is shown inside the server110only as illustration. The compliance system may be located outside of the server110, on a same site as the server110or on a remote site. The compliance system224is communicably coupled to the server110. In an embodiment of the present invention, the compliance system224includes a monitoring module232, an analysis module234, and a control module236.

The monitoring module232is configured to monitor a communication session between a customer and an agent. In one embodiment of the present invention, monitoring includes monitoring keystrokes, mouse movement at the agent's computer. In another embodiment, the monitoring includes video monitoring of the agent's computer screen. In another embodiment, the monitoring includes monitoring of a telephone call, an instant messaging service, a short messaging service, a multimedia messaging service, a screen sharing service, and an interactive voice response service. In another embodiment, the monitoring includes parsing of data exchanged during the communication session. In another embodiment, the monitoring includes receiving data stream from the agent's computer. The data stream may include a video, an audio, an image, or other electronic data.

The monitoring module232captures at least one image associated with the agent's computer screen during the communication session. The image may be captured based on a data stream received from the agent's computer. The data stream may include, but not limited to, a video and images. In one embodiment of the present invention, the image is extracted from the video. In one embodiment, every nth frame may be extracted from the video. In another embodiment, the image may be selected from among the received images based on predetermined criteria. The predetermined criteria may include, but not limited to a timing criteria, a numbering criteria. For example, in one embodiment, every nth image may be selected from the received images. In another embodiment, one image may be selected every nth second.

In one embodiment of the present invention, the at least one image is a real time screenshot of the agent's computer screen. In another embodiment, the at least one image is a combination of two or more real time screenshots of the agent's computer screen.

In another embodiment, the monitoring module232monitors a plurality of communication sessions associated with the agent. In another embodiment, the monitoring module232monitors a plurality of communication sessions each of which is associated with a different agent. In another embodiment, the monitoring module232monitors a plurality of communication sessions associated with a plurality of agents. The monitoring module232is communicatively coupled to the analysis module234. The monitoring module provides the at least one image to the analysis module via a communication channel. The communication channel may be any communication channel known in state of the art. The communication channel can be any proprietary or non-proprietary communication channel.

The analysis module234compares the captured image received from the monitoring module232with a predefined image. In an embodiment of the present invention, the predefined image comprises one or more screenshots of the agent's computer screen. In another embodiment, the predefined image may be a picture of a window or area of the client application that receives sensitive information. The predefined image may be fetched by the analysis module234from a data store where it has been stored. In one embodiment of the present invention, the data store comprises a database114that is communicatively coupled to the server110. In another embodiment, the at least one predefined image is stored in a memory location internal to the server110.

Further, the analysis module234may store the captured image and the predefined image in a buffer before performing the comparison. The analysis module234may modify either or both of the captured image and the predefined image before performing the comparison. The analysis module234may employ any state of the art, proprietary or non-proprietary technique, system, or algorithm to perform the comparison.

The analysis module234generates a confidence score based on the comparison. In one embodiment of the present invention, the confidence score may be in a range from 1 to 100. A confidence score of 1 may indicate that the captured image is distinct from the predefined image. On the other hand, a confidence score of 100 may indicate a perfect match between the captured image and the predefined image. However, a scale of 1 to 100 is described only for illustration purposes. Any suitable scale may be employed for determining the confidence score. The confidence score may be determined based on various parameters associated with the captured image and the predefined image. The confidence score may be determined using various methods, algorithms, statistical analysis, image recognition and/or image processing techniques.

The analysis module234is communicatively coupled to the control module236via a communication channel. The communication channel may be any communication channel known in state of the art. The communication channel can be any proprietary or non-proprietary communication channel. The analysis module234provides the confidence score to the control module236.

The control module236controls a recording of information associated with the communication session based on the confidence score. The information associated with the communication session may include data associated with a telephone call, an instant messaging service, a multimedia messaging service, a screen sharing service and/or screen recording video of the agent machine. The control module236determined whether the confidence score meets predetermined criteria. In one embodiment of the present invention, the predetermined criterion is expressed as a threshold score. The predetermined criteria may be met when the threshold score is less than, equal to, less than or equal to or greater than, or greater than or equal to the threshold score. In one embodiment, the predetermined criteria are met when the confidence score is greater than or equal to the threshold score.

If the confidence score is less than the threshold score, the information associated with the communication session is recorded. The recording of the information enables maintaining quality of service at the contact center and measuring performance of the agent. The information associated with the communication session may include, but not limited to a telephone call, an instant messaging service, a short messaging service, a multimedia messaging service, a screen sharing service, an interactive voice response service, a video, an audio, an image or other electronic data. The information may be recorded in a data store such as database114for service quality purposes.

If the confidence score is greater than or equal to the threshold score, the recording of the information associated with the communication session is paused. In one embodiment of the present invention, the pausing may include receiving the data but masking it. In one embodiment of the present invention, the threshold score is a percentage/fraction of scale employed to measure the confidence score. In another embodiment, the threshold score is determined based on the scale of the confidence score using statistical methods. In one embodiment of the present invention, the threshold score is in a range from about 70 to about 90 on a scale from 1 to 100.

The predetermined threshold score may vary according to the type of client applications installed on the agent's computer. In one embodiment of the present invention, the predetermined threshold score may vary with the at least one predefined image. For example, the predetermined threshold score may vary based on number and configuration of objects in the at least one predefined image.

In another embodiment, the predetermined criteria may be based on statistical modeling, correlation analysis or other statistical criteria.

The embodiments of the present invention provide improved PCI compliance for a contact center. The embodiments of the present invention provide centralized and automatic controlling of recording of information for various communication sessions between customers and agents of the contact center. Thus, system and method according to present invention provides for adherence to PCI regulations while being cost effective and easy to manage.

FIGS. 3A and 3Billustrate with a block diagram300, exemplary predefined image304and captured image316associated with the agent's computer. The image304, in an embodiment of the present invention, comprises a predefined image. The image304includes a plurality of named fields308including, but not limited to, a name, a credit card number, a security code, and an expiry date. In one embodiment of the present invention, the plurality of named fields308includes at least one sensitive named field. For the purposes of this specification, a sensitive named field includes any named field associated with sensitive information. The image304further includes a plurality of blank input fields312. The plurality of blank input fields312correspond to the plurality of named fields308, for example, the blank input field shown against the credit card number receives input corresponding to the credit card number. In an embodiment of the present invention, the image304comprises one or more screenshots of an agent's computer screen.

The image316comprises of a real time screenshot of an agent's computer screen. As is seen from theFIG. 3B, the image316comprises a plurality of named fields320and a plurality of filled or partially filled input areas324.

In an exemplary embodiment of the present invention, the predefined image304is compared with the captured image316to determine a confidence score. Based on the confidence score, recording of the information for the communication session between the customer and the agent is controlled. The detailed methods of controlling the recording and associated advantages are further explained in relation toFIG. 5below.

FIG. 4depicts a flowchart of a method400for controlling recording of information for a contact center, according to an embodiment of the present invention.

At step404, a communication session between a customer and an agent of the contact center is monitored. In one embodiment of the present invention, monitoring includes monitoring keystrokes, mouse movement at the agent's computer. In another embodiment, the monitoring includes video monitoring of the agent's computer screen. In another embodiment, the monitoring includes monitoring of a a telephone call, an instant messaging service, a short messaging service, a multimedia messaging service, a screen sharing service, and an interactive voice response service. In another embodiment, the monitoring includes parsing of data exchanged during the communication session. In another embodiment, the monitoring includes receiving data stream from the agent's computer. The data stream may include a video, an audio, an image, or other electronic data.

At least one image associated with the agent's computer screen is captured during the communication session. The at least one image may be in any known proprietary or non-proprietary format.

At step408, the captured image is compared to a predefined image. The predefined image may include one or more screenshots of the agent's machine. The predefined image may be in any known proprietary or non-proprietary format. In one embodiment, the predefined image is in a format different from the format of the captured image. In another embodiment, the format of the predefined image is changed to the format of the captured image.

At step412, recording of the information associated with the communication session is controlled based on the comparison. In one embodiment of the present invention, the controlling includes, but not limited to recording, pausing the recording, masking the recorded information, discarding the received information. The controlling of the recording may be based on predetermined criteria. The controlling of the recording of the information provides improved PCI compliance for a contact center. The embodiments of the present invention provide centralized and automatic controlling of recording of information for various communication sessions between customers and agents of the contact center. Thus, system and method according to present invention provides for adherence to PCI regulations while being cost effective and easy to manage.

FIG. 5depicts a detailed flowchart of a method500for controlling recording of information for a contact center, according to an embodiment of the present invention.

At step504, a communication session between a customer and an agent of is monitored. In one embodiment of the present invention, monitoring includes monitoring keystrokes, mouse movement at the agent's computer. In another embodiment, the monitoring includes video monitoring of the agent's computer screen. In another embodiment, the monitoring includes monitoring of a a telephone call, an instant messaging service, a short messaging service, a multimedia messaging service, a screen sharing service, and an interactive voice response service. In another embodiment, the monitoring includes parsing of data exchanged during the communication session. In another embodiment, the monitoring includes receiving data stream from the agent's computer. The data stream may include a video, an audio, an image, or other electronic data.

At step508, it is determined whether the communication session between the customer and the agent has ended. The communication session may be ended by the customer, the agent, or due to technical problem such as power shutdown or an application not working. If the communication session has ended at step508, the method500ends. If the communication session has not ended, then the method500proceeds to step512.

At step512, an image associated with an agent's computer screen is captured. The image may be captured by based on a data stream received from the agent's computer. The data stream may include, but not limited to, a video and one or more images. In one embodiment of the present invention, the image is extracted from the video. In one embodiment, every nth frame may be extracted from the video. In another embodiment, the image may be selected from among the received images based on predetermined criteria. The predetermined criteria may include, but not limited to a timing criteria, a numbering criteria. For example, in one embodiment, every nth image may be selected from the received images. In another embodiment, one image may be selected every nth second.

In one embodiment of the present invention, the at least one image is a real time screenshot of the agent's computer screen. In another embodiment, the at least one image is a combination of two or more real time screenshots of the agent's computer screen. In another embodiment, a plurality of communication sessions associated with the agent is monitored. In another embodiment, a plurality of communication sessions each of which is associated with a different agent is monitored. In another embodiment, a plurality of communication sessions associated with a plurality of agents is monitored.

At step516, the captured image is compared with a predefined image. In an embodiment of the present invention, the predefined image comprises one or more screenshots of the agent's computer screen. In another embodiment, the at least one predefined image may be a picture of a window or area of the client application that receives sensitive information. The predefined image may be fetched from a data store where it has been stored. In one embodiment of the present invention, the data store may be database114that is communicatively coupled to the server110. In another embodiment, the predefined image is stored in a memory location internal to the server110.

Further, the captured image and the predefined image may be stored in a buffer before performing the comparison. In an embodiment of the present invention, either or both of the captured image and the predefined image may be modified before performing the comparison. Any state of the art, proprietary or non-proprietary technique, system, method or algorithm may be employed to perform the comparison.

At step520, a confidence score is determined based on the comparison of the captured image with the predefined image. In one embodiment of the present invention, the confidence score may be in a range from 1 to 100. A confidence score of 1 may indicate that the captured image is distinct from the predefined image. On the other hand, a confidence score of 100 may indicate a perfect match between the captured image and the predefined image. However, a scale of 1 to 100 is described only for illustration purposes. Any suitable scale may be employed for determining the confidence score. The confidence score may be determined based on various parameters associated with the captured image and the predefined image. The confidence score may be determined using various methods, algorithms, statistical analysis, image recognition and/or image processing techniques.

At step524, it is determined whether the confidence score meets predetermined criteria. In one embodiment of the present invention, the predetermined criteria a threshold score. The predetermined criteria may be met when the threshold score is less than, equal to, less than or equal to or greater than, or greater than or equal to threshold score. In one embodiment, the predetermined criteria are met when the confidence score is greater than or equal to the threshold score. In this embodiment, if the confidence score is less than the threshold score, the method500proceeds to step528.

At step528, the information associated with the communication session is recorded. The recording of the information enables maintaining quality of service at the contact center and measuring performance of the agent. The information associated with the communication session may include, but not limited to a telephone call, an instant messaging service, a short messaging service, a multimedia messaging service, a screen sharing service, an interactive voice response service, a video, an audio, an image or other electronic data. The information may be recorded in a data store such as database114for service quality purposes. At this stage, the method500loop back to step504, at which the monitoring of the communication session is continued in real time.

If the confidence score is greater than or equal to the threshold score, the method proceeds to step532.

At step532, the recording of the information associated with the communication session is paused. In one embodiment of the present invention, the pausing may include receiving the data but masking it. At this stage, the method500loop back to step504, at which the monitoring of the communication session is continued in real time.

In one embodiment of the present invention, the threshold score is a percentage/fraction of scale employed to measure the confidence score. In another embodiment, the threshold score is determined based on the scale of the confidence score using statistical methods. In one embodiment of the present invention, the threshold score is in a range from about 70 to about 90 on a scale from 1 to 100.

The predetermined threshold score may vary according to the type of client applications installed on the agent's computer. In one embodiment of the present invention, the predetermined threshold score may vary with the at least one predefined image. For example, the predetermined threshold score may vary based on number and configuration of objects in the at least one predefined image.

In another embodiment, the predetermined criteria may be based on statistical modeling, correlation analysis or other statistical criteria.

The embodiments of the present invention provide improved PCI compliance for a contact center. The embodiments of the present invention provide centralized and automatic controlling of recording of information for various communication sessions between customers and agents of the contact center. Thus, system and method according to present invention provides for adherence to PCI regulations while being cost effective and easy to manage.

The exemplary embodiments of this present invention have been described in relation to a contact center. However, to avoid unnecessarily obscuring the present invention, the preceding description omits a number of known structures and devices. This omission is not to be construed as a limitation of the scope of the present invention. Specific details are set forth by use of the embodiments to provide an understanding of the present invention. It should however be appreciated that the present invention may be practiced in a variety of ways beyond the specific embodiments set forth herein.

Furthermore, while the exemplary embodiments of the present invention illustrated herein show the various components of the system collocated, certain components of the system can be located remotely, at distant portions of a distributed network, such as a LAN and/or the Internet, or within a dedicated system. Thus, it should be appreciated, that the components of the system can be combined in to one or more devices, such as a switch, server, and/or adjunct, or collocated on a particular node of a distributed network, such as an analog and/or digital telecommunications network, a packet-switch network, or a circuit-switched network.

It will be appreciated from the preceding description, and for reasons of computational efficiency, that the components of the system can be arranged at any location within a distributed network of components without affecting the operation of the system. For example, the various components can be located in a switch such as a PBX and media server, gateway, in one or more communications devices, at one or more users' premises, or some combination thereof. Similarly, one or more functional portions of the system could be distributed between a telecommunications device(s) and an associated computing device.

A number of variations and modifications of the present invention can be used. It would be possible to provide for some features of the present invention without providing others.

For example in one alternative embodiment of the present invention, the systems and methods of this present invention can be implemented in conjunction with a special purpose computer, a programmed microprocessor or microcontroller and peripheral integrated circuit element(s), an ASIC or other integrated circuit, a digital signal processor, a hard-wired electronic or logic circuit such as discrete element circuit, a programmable logic device or gate array such as PLD, PLA, FPGA, PAL, special purpose computer, any comparable means, or the like.

In general, any device(s) or means capable of implementing the methodology illustrated herein can be used to implement the various aspects of this present invention. Exemplary hardware that can be used for the present invention includes computers, handheld devices, telephones (e.g., cellular, Internet enabled, digital, analog, hybrids, and others), and other hardware known in the art. Some of these devices include processors (e.g., a single or multiple microprocessors), memory, non-volatile storage, input devices, and output devices. Furthermore, alternative software implementations including, but not limited to, distributed processing or component/object distributed processing, parallel processing, or virtual machine processing can also be constructed to implement the methods described herein.