System and method for secure interactive voice response

1. A interactive voice response (IVR) system comprising:

a receiver for receiving a communication from a first party regarding a transaction, over a communication network; and

an automatic communication distribution (ACD) server including a processor to:

assign a second party to service the communication,

create an anonymous order entry for the transaction, wherein the anonymous order entry excludes a name and an address of the first party,

detect sensitive information in the communication by executing a voice recognition routine to recognize the sensitive information or to recognize a spoken key word indicating an initiation of transmission of the sensitive information,

isolate the communication from the second party,

execute the anonymous order entry to post a message to a public API accessible over a computer network indicating to the system a desire to begin a secure IVR session,

route the communication to a secure system for receiving and processing of the sensitive information; and

after the sensitive information is received by the secure system, reconnect the communication to a menu for the first party to choose to redirect the communication made by the first party to a third party.

2. The IVR system of claim 1 , wherein the processor transmits the sensitive information to a validation service for validation.

3. The IVR system of claim 1 , wherein the anonymous order entry includes a conversation id, a participant id, an order number, and a total amount for the transaction, and wherein the anonymous order entry does not include any sensitive information.

4. The IVR system of claim 1 , wherein the communication is a voice call, a duel tone multi-frequency (DTMF) call, or a chat communication.

5. The IVR system of claim 1 , wherein said message includes a conversation id, a participant id, an identifier that specifies which secure IVR routine to execute, a secure PIN, and information for validating the sensitive information.

6. The IVR system of claim 1 , wherein the first party is a consumer and the second party is an agent.

7. The IVR system of claim 1 , wherein the processor reconnects the communication back to the second party to complete the transaction.

8. A method for a secure interactive voice response (IVR) in an IVR system, wherein the system is operatively connected with an Automatic Communication Distribution (ACD) processor, the method comprising:

receiving, by the IVR system, a communication from a first party regarding a transaction, over a communication network;

connecting the second party with the communication to service the communication, by the ACD processor;

creating, by the IVR system, an anonymous order entry for the transaction, wherein the anonymous order entry excludes a name and an address of the first party;

detecting, by the IVR system, sensitive information in the communication by executing a voice recognition routine to recognize the sensitive information or to recognize a spoken key word indicating an initiation of transmission of the sensitive information;

isolating, by the IVR system, the sensitive information in the communication from the agent;

executing the anonymous order entry to post a message to a public API accessible over a computer network indicating to the system a desire to begin a secure IVR session;

routing, by the ACD processor, the communication to a secure system for receiving and processing of the sensitive information; and

after the sensitive information is received by the secure system, reconnecting, by the ACD processor, the communication to a menu for the first party to choose to redirect the communication made by the first party to a third party.

9. The method of claim 8 , wherein the anonymous order entry includes a conversation id, a participant id, an order number, and a total amount for the transaction, and wherein the anonymous order entry does not include any sensitive information.

10. The method of claim 8 , wherein the communication is a voice call, a duel tone multi-frequency (DTMF) call, or a chat communication.

11. The method of claim 8 , further comprising reconnecting the communication back to the second party to complete the transaction, or reconnecting the communication to a menu for the first party to redirect the communication.

12. The method of claim 8 , wherein said message includes a conversation id, a participant id, an identifier that specifies which secure IVR routine to execute, a secure PIN, and information for validating the sensitive information.

13. The method of claim 8 , wherein the first party is a consumer and the second party is an agent.

14. A non-transitory computer storage medium storing a plurality of instructions therein, the plurality of instructions when executed by one or more processors performing a method for a secure interactive voice response (IVR) in an IVR system, wherein the system is operatively connected with an Automatic Communication Distribution (ACD) processor, the method comprising:

receiving, by the IVR system, a communication from a first party regarding a transaction, over a communication network;

connecting the second party with the communication to service the communication, by the ACD processor;

creating, by the IVR system, an anonymous order entry for the transaction, wherein the anonymous order entry excludes a name and an address of the first party;

detecting, by the IVR system, sensitive information in the communication by executing a voice recognition routine to recognize the sensitive information or to recognize a spoken key word indicating an initiation of transmission of the sensitive information;

isolating, by the IVR system, the sensitive information in the communication from the agent;

executing the anonymous order entry to post a message to a public API accessible over a computer network indicating to the system a desire to begin a secure IVR session;

routing, by the ACD processor, the communication to a secure system for receiving and processing of the sensitive information; and

after the sensitive information is received by the secure system, reconnecting, by the ACD processor, the communication to a menu for the first party to choose to redirect the communication made by the first party to a third party.

15. The non-transitory computer storage medium of claim 14 , wherein the first party is a consumer and the second party is an agent.

16. The non-transitory computer storage medium of claim 14 , wherein the communication is a voice call, a duel tone multi-frequency (DTMF) call, or a chat communication.