CPC H04M 7/0078 (2013.01) [G06Q 20/12 (2013.01); G06Q 20/382 (2013.01); G06Q 20/403 (2013.01); G06Q 30/04 (2013.01); H04M 3/493 (2013.01); H04M 3/51 (2013.01); H04M 2203/40 (2013.01)] | 20 Claims |
1. A method for assisting an agent in a contact center when processing sensitive information from a remote party during a transaction involving sensitive information comprising:
defining a prompt-type parameter indicating whether a prompt for the sensitive information to the remote party is to be provided during the transaction by the agent or by an interactive voice response (“IVR”) playing a recorded prompt;
processing a call by a call handler involving the agent and the remote party;
requesting to the call handler, by the agent using a computer during the call, initiation of the transaction to process the sensitive information during to the call;
connecting the IVR by the call handler with the call using a voice over internet protocol (“VoIP”) call leg;
determining the prompt-type parameter indicates the prompt for the sensitive information is to be provided by the agent;
displaying to the agent on a pop-up window on the computer a first prompt script for entering the sensitive information in response to determining the prompt-type parameter indicates the prompt for the sensitive information is to be provided by the agent;
displaying to the agent on the pop-up window a generic visual indicator (“GVI”) of the sensitive information provided by the remote party; and
displaying to the agent on the pop-up window an indicator that the sensitive information was received.
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