🔋 Cam Ross

A method and a server for authenticating a service agent on behalf of a user are provided. The server obtains a unique identifier associated with a first communication session, between the service agent and the user, established over a first communication channel. The server stores the unique identifier in a data cache, receives via a second communication channel a validation request comprising verification information associated with the user, attempts authentication of the service agent by… Show more

A method and a server for authenticating a service agent on behalf of a user are provided. The server obtains a unique identifier associated with a first communication session, between the service agent and the user, established over a first communication channel. The server stores the unique identifier in a data cache, receives via a second communication channel a validation request comprising verification information associated with the user, attempts authentication of the service agent by comparing the verification information with the unique identifier stored in the data store, and in response outputs a validation response via the second communication channel. If the verification information corresponds with the unique identifier stored in the data store the validation response indicates successful authentication of the service agent. If the verification information does not correspond with the unique identifier the validation response indicates unsuccessful authentication of the service agent. Show less

The method is performed at at least one server and comprises: obtaining at least one unique identifier associated with a first communication session between the service agent and the user, the first communication session established over a first communication channel; storing the at least one unique identifier in a data cache; receiving, via a second communication channel, a validation request comprising verification information associated with the user; attempting authentication of the service… Show more

The method is performed at at least one server and comprises: obtaining at least one unique identifier associated with a first communication session between the service agent and the user, the first communication session established over a first communication channel; storing the at least one unique identifier in a data cache; receiving, via a second communication channel, a validation request comprising verification information associated with the user; attempting authentication of the service agent by comparing the verification information with the at least one unique identifier stored in the data store, and in response outputting a validation response via the second communication channel; wherein if the verification information corresponds with the at least one unique identifier stored in the data store the validation response indicates successful authentication of the service agent, and if not the validation response indicates unsuccessful authentication of the agent. Show less

A method of authenticating a service agent on behalf of a user, the method performed at a server and including: obtaining a unique identifier associated with a first communication session established over a first communication channel; storing the unique identifier in a data store; receiving, via a second communication channel, a validation request comprising verification information associated with the user; attempting authentication of the service agent by comparing the verification… Show more

A method of authenticating a service agent on behalf of a user, the method performed at a server and including: obtaining a unique identifier associated with a first communication session established over a first communication channel; storing the unique identifier in a data store; receiving, via a second communication channel, a validation request comprising verification information associated with the user; attempting authentication of the service agent by comparing the verification information with the unique identifier, and in response outputting a validation response via the second communication channel. If the verification information corresponds with the unique identifier, the validation response indicates successful authentication of the service agent, and if the verification information does not correspond with the at least one unique identifier, the validation response indicates unsuccessful authentication of the service agent. Show less

A method of facilitating the exchange of data between a user having a computing device, and a remote entity, where a first connection has been established between the user and the remote entity, and where the user has associated data exchange information with an application on the computing device, the data exchange information defining properties of the data to be exchanged between the user and the remote entity. The method comprises establishing, at a server, a second connection to the… Show more

A method of facilitating the exchange of data between a user having a computing device, and a remote entity, where a first connection has been established between the user and the remote entity, and where the user has associated data exchange information with an application on the computing device, the data exchange information defining properties of the data to be exchanged between the user and the remote entity. The method comprises establishing, at a server, a second connection to the computing device; enabling retrieval of a user authentication attribute associated with the data exchange information; enabling retrieval of a device authentication attribute associated with the data exchange information; enabling authentication of the user using the user authentication attribute; and enabling authentication of the computing device using the device authentication attribute, where data may be exchanged between the computing device and the remote entity in accordance with the data exchange information following authentication of the user and the computing device. Show less

There is described method and apparatus for processing signals of a telephonic communication, where the signals represent sensitive and non-sensitive information. A described method comprises processing the signals to provide a first version of the signals that is to be recorded and a second version of the signals that is to be output as audio; monitoring at least the first version of the signals to detect, in said at least the first version of the signals, one or more instances of one or more… Show more

There is described method and apparatus for processing signals of a telephonic communication, where the signals represent sensitive and non-sensitive information. A described method comprises processing the signals to provide a first version of the signals that is to be recorded and a second version of the signals that is to be output as audio; monitoring at least the first version of the signals to detect, in said at least the first version of the signals, one or more instances of one or more predetermined characteristics that represent the sensitive information conveyed by the signals; and modifying said at least the first version of the signals by removing the identified predetermined characteristics from said at least the first version of the signals. Show less

A method of mediating communications between a first computing device and a second computing device, by an intermediary computing device, the method comprising: establishing a communications link to each of the first and second computing devices; receiving an information request message from the second computing device, the information request message comprising an electronic document allowing for entry of information in an unprotected format; modifying the information request message to enable… Show more

A method of mediating communications between a first computing device and a second computing device, by an intermediary computing device, the method comprising: establishing a communications link to each of the first and second computing devices; receiving an information request message from the second computing device, the information request message comprising an electronic document allowing for entry of information in an unprotected format; modifying the information request message to enable the electronic document to accept entry of information in a protected format; transmitting the modified information request message to the first computing device; receiving a first message from the first computing device, the content of the first message comprising the electronic document with information in the protected format; converting at least part of the information in the protected format to the unprotected format; and transmitting a second message to the second computing device, the content of the second message comprising at least part of the information in the unprotected format. Show less

A method comprising: establishing a first session with a user; determining a unique identifier of the first session; generating a session identifier to identify the first session and storing it in a cache in association with the unique identifier; outputting an address and the session identifier, for delivery to the user; receiving an authentication request transmitted to the address from the user's first device, and in response, outputting a message to the first device, the message comprising… Show more

A method comprising: establishing a first session with a user; determining a unique identifier of the first session; generating a session identifier to identify the first session and storing it in a cache in association with the unique identifier; outputting an address and the session identifier, for delivery to the user; receiving an authentication request transmitted to the address from the user's first device, and in response, outputting a message to the first device, the message comprising the session identifier and an address at which a request for authentication by an authentication service can be directed; receiving an authentication success message comprising the session identifier and indicating authentication of the user; establishing a second session with a service agent; and in response to receiving the message, querying the cache with the session identifier to determine the unique identifier, and connecting the first and second sessions together using the unique identifier. Show less

A method of handing off a communications session between a first device and a second device, to a third device. The method comprises: receiving information associated with a communications session between first and second devices, and storing it in a cache; storing a generated identifier of the session; sending a message comprising the identifier to the first device; receiving a request, comprising the identifier, from the first device to initiate handoff to a third device; outputting an… Show more

A method of handing off a communications session between a first device and a second device, to a third device. The method comprises: receiving information associated with a communications session between first and second devices, and storing it in a cache; storing a generated identifier of the session; sending a message comprising the identifier to the first device; receiving a request, comprising the identifier, from the first device to initiate handoff to a third device; outputting an address and the identifier, for delivery to the third device; receiving a connection request comprising the identifier from the third device; using the identifier to retrieve the information; sending at least one message to the third device comprising the information, a request to store the information on the third device, and a request to establish a further communications session with the second device; and serving the further session to the third device. Show less

A method of mediating communications between a first computing device and a second computing device, by an intermediary computing device, comprising establishing a communications link to each of the first and second computing devices, receiving a first message from the first computing device, the content of the first message comprising information in a protected format, converting at least part of the information in the protected format to an unprotected format, and transmitting a second… Show more

A method of mediating communications between a first computing device and a second computing device, by an intermediary computing device, comprising establishing a communications link to each of the first and second computing devices, receiving a first message from the first computing device, the content of the first message comprising information in a protected format, converting at least part of the information in the protected format to an unprotected format, and transmitting a second message to the second computing device, the content of the second message comprising at least part of the information in the unprotected format. Show less

This patent covers the ability to protect/secure sensitive information and transmit it through a merchant's contact centre estate without requiring changes to that estate. As the (now not-sensitive) information exits the merchant environment, it is proxied through a hosted platform, where it is converted back to sensitive information. In this way, a merchant can be isolated from sensitive data, without making changes to their environment.

There is described method and apparatus for processing signals of a telephonic communication, where the signals represent sensitive and non-sensitive information. A described method comprises processing the signals to provide a first version of the signals that is to be recorded and a second version of the signals that is to be output as audio; monitoring at least the first version of the signals to detect, in said at least the first version of the signals, one or more instances of one or more… Show more

There is described method and apparatus for processing signals of a telephonic communication, where the signals represent sensitive and non-sensitive information. A described method comprises processing the signals to provide a first version of the signals that is to be recorded and a second version of the signals that is to be output as audio; monitoring at least the first version of the signals to detect, in said at least the first version of the signals, one or more instances of one or more predetermined characteristics that represent the sensitive information conveyed by the signals; and modifying said at least the first version of the signals by removing the identified predetermined characteristics from said at least the first version of the signals. Show less

This patent covers the ability to protect/secure sensitive information and transmit it through a merchant's IT estate without requiring changes to that estate. As the (now not-sensitive) information exits the merchant environment, it is proxied through a hosted platform, where it is converted back to sensitive information. In this way, a merchant can be isolated from sensitive data, without making changes to their environment.

This patent covers the CallGuard technology, which blocks cardholder data from call recorders, agents and screens in a contact centre environment, to improve PCI DSS compliance and reduce fraud.