IBM develops data masking tech to help call centres

Mumbai Jul 3: Researchers at IBM's India Research Laboratory have developed advanced data masking technology that helps call centres protect critical data without disrupting customer service or business operations.

As IBM continuously seeks new methods to ensure privacy and security, the Company intends to utilise this capability in its own call centre operations to further protect information for its services clients around the world, IBM said in a statement issued here today.The new data masking technology, helps call centres and Information Technology Enabled Service (ITES) organisations by providing effective security and privacy of data, which helps in managing customer trust and protecting the brand, which is critical for the call center industry.

Developed by IBM's India Research Laboratory, the technology is a speech analytics tool that helped in complying with security and privacy legislation and compliance standards, which in turn enhances customer satisfaction.

Designed to help dramatically improve call centres, this sophisticated IBM technology detects and masks private and sensitive information collected from audio recordings of conversations between call centre agents and customers. Previously, there was no known technology which provided this functionality.

Commenting on the technology IBM India Research Laboratory Director Guruduth Banavar said, ''Designed to transform data for better security and privacy, this technology, developed by IBM Research, helps to ensure effective measures to safeguard company brands and manage customer trust.''

UNI