Mask sensitive data and prevent unauthorized access

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	Apr 2024	-	Sep 2024

Business value

To safeguard sensitive data isn't just a necessity, but a mandate for contact centers. As the custodians of customer trust, contact centers are pioneering the use of cutting-edge methods to protect customer data at every stage—acquisition, transmission, and storage. Digital Contact Center Platform steps up to this challenge with its sensitive data masking feature.

• Enhanced customer trust: By employing state-of-the-art methods to protect customer data, we demonstrate our commitment to privacy, thereby enhancing customer trust and loyalty.
• Regulatory compliance: Our platform helps contact centers adhere to industry regulations related to data protection, reducing the risk of non-compliance penalties.
• Secure environment: By deterring unauthorized access, we provide a secure environment for agents and supervisors, enabling them to focus on delivering excellent customer service.

Feature details

This feature provides the following configuration capabilities to prevent unauthorized access and create a secure environment for agents and supervisors to address customer needs.

• Administrative control: Administrators can define rules for handling sensitive data items and establish masking rules. These rules can be applied for data storage, during IVR sessions, and agent sessions.
• Service-wide application: The established masking rules will be applied to transcription and call recording services.
• Audit trails: Auditing features to track changes to sensitive data rules and access to Dataverse entities that host sensitive data.