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Contact Centers Battle Losses of Private Information Both Digitally and on the Desktop
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Contact Centers Battle Losses of Private Information Both Digitally and on the Desktop

July 17, 2013

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By Tracey E. Schelmetic,
TMCnet Contributor

Everyone likes to think their contact center is secure. When it comes to the switch over to cloud-based contact center solutions, many companies are nervous about making the change, since they perceive that their data could be compromised if it leaves the premises.


Many companies that turn to the cloud ensure that the solution they choose has the type of robust security standards required to keep customer information private. By complying with Payment Card Industry (PCI (News - Alert)) data security standards, companies can boost their ability to keep cardholder data private and reduce credit card fraud that can occur with unnecessary data exposure.

However, while most cloud-based solutions have robust security of this type in place, the biggest risk for private customer information comes from within: agents or other company employees writing down bank account or credit card numbers and using them to commit fraud outside work. This is a tougher security hole to patch.

It’s a legitimate concern. Outsourcing to nations like India, the Philippines and Nicaragua has become increasingly common as of late. While there is little evidence that data breaches are more common offshore than they are onshore, customer perception is important, and consumers might hesitate to do business with a company with foreign agents because of perceived risk. (Many consumers hesitate to let their personal information go to a domestic call center, as well.)

For this reason, it’s critical that companies take all possible steps to ensure security and privacy for private customer information, both on networks and at the agent’s desktop.

Cloud-based contact center solutions company Five9 (News - Alert) recently bolstered its PCI compliance in a way that can prevent “walk out” crime. The company announced a partnership with KomBea and its SecureCall solution. The integration means that agents using Five9 will be able to securely exchange sensitive information with customers over the phone.

SecureCall, when used in conjunction with a cloud-based contact center solution, enables customers to provide private information over the phone using their phone keypad. The agent remains on the call, but hears only masked tones and sees asterisks appear on the screen. This way, the company can collect credit card numbers, ID numbers, and other confidential information without risking that agents or other company employees may be compromising it by writing it down and using it for fraudulent purposes later.

While you may believe that your organization is at low risk for fraud, or that your existing precautions are enough, all it takes is one data breach to damage consumer trust and hurt the bottom line. It simply makes good business sense to ensure that confidential information is kept out of the wrong hands.




Edited by Blaise McNamee
Call Center On Demand Home Page





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