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CX / Telecom verified Verified Outcome TRL 9

Dynamic Data Masking for Customer Support

domain Client: A major US telecommunications company handshake Provider: Informatica / Internal schedule Deploy: Q2 2019 (Project)
91 Impact
Enterprise Ready
Evidence Score: 5/10
Strength: High

Executive Summary

ANALYST: COI RESEARCH

To prevent data theft by call center agents, the telco implemented dynamic masking on their CRM screens. Agents can see the customer's name and plan details, but sensitive fields like SSN or Credit Card numbers are masked (e.g., XXX-XX-1234) unless the agent hits a 'reveal' button which logs the specific access event.

rate_review Analyst Verdict

"A critical 'Zero Trust' implementation at the endpoint. Insider threats in low-wage call center environments are high risk. 'On-click' unmasking balances operational need (verification) with security (preventing bulk scraping)."

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

Call center agents needed access to customer profiles to solve billing issues. However, granting full access led to incidents of data exfiltration (stealing SSNs). Completely hiding data prevented agents from verifying customer identity.

psychology The Solution

The CRM layer was integrated with a dynamic masking tool. Policies dictated that SSNs are masked by default. If an agent needs to verify, they click 'Unmask'. This action creates a high-priority audit log. Anomaly detection flags agents who unmask too many records.

settings_suggest Technical & Deployment Specs

Integrations
Salesforce, Amdocs
Deployment Model
On-Prem / Cloud Hybrid
Data Classification
PII / Financial
Estimated TCO / ROI
Medium
POC Summary (2018-01-01 to 2019-01-01)

"N/A"

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Agent Friction Low Fast UI response time for unmasking.
Screen Scraping Medium Endpoint DLP software to prevent screenshots.

trending_up Impact Trajectory

Audited value realization curve

Masking of 100% of SSNs by default Verified Outcome
Primary KPIReduction in unauthorized PII views
Audit CycleAudit coverage of 100% of unmasking events

policy Compliance & Gov

  • Standards: CPNI, PCI-DSS
  • Maturity (TRL): 9
  • Evidence Score: 5/10
  • Data Class: PII / Financial

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 1
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Technical Audit
PDF • Audited
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The "Blind Verification" Protocol

How we verified these outcomes for A major US telecommunications company without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-879
Evidence: Direct SQL Logs
Public
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2. Verified Asset

Outcome: Verified
Ref ID: #COI-879

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