One of the most critical questions companies must ask is how to protect customer information that ends up on call recordings. Until now, most of the security measures are centered around who has access to recorded phone calls and screen capture videos.
A recent post over at Call Center Script made me aware of the fact that IBM recently announced that they are developing speech analytics software that will recognize when customers are providing critical, personal information and will block it in the recording – as well as blocking personal information from being recorded on the screen capture.
This appears to be good news, but there are two critical questions:
- Does it really work without the glitches being more headache than it’s worth?
- Will cost prohibit any but the largest corporations with deep pockets to use it?