3rd Party Remote Call Monitoring Feature

Today consumers have many options when it comes to paying for a product or service, but this convenience comes at the risk of having card payment data compromised. All you have to do is look at the security breach Target (News - Alert) experienced during the holiday season in 2013. That incident was responsible for the theft of 40 million debit and credit cards as well as the personal information of 70 million customers. As businesses face the challenges of enabling card payments on mobile devices, online and over the phone, ensuring the safety of the customer data is becoming more difficult. When it comes to accepting card payment over the phone, businesses can now use cloud technology to monitor and record the transactions.

The Cognia-cloud based call recording and analysis service provides real-time monitoring and content analysis of calls to generate alerts for specific words and phrases. This allows call center operators to monitor the performance of agents to ensure they performed according to the guidelines set up by the company.

This cloud solution gives businesses a flexible platform to scale up and down on demand, without the rigid system of an on premises infrastructure. Additionally they don't have to go through the payment card industry data security standard (PCI (News - Alert) DSS) and many of the data protection regulations that keep organizations from concentrating on their core competencies. The Cognia platform has achieved PCI DSS Level-1 compliance by demonstrating end-to-end security control in the virtual environment, thus reducing the compliance burden and risk exposure.

The recording, storage and analytics technology Cognia has developed allows service monitoring to continue uninterrupted, and when payment card information is given it is automatically identified.

The Cognia cloud solution delivers:

• Global reach with PCI DSS compliance across all locations with one solution
• Local autonomy and control while maintaining global oversight
• Actionable intelligence for revealing trends and maximizing agent performance with audio analytics
• Adaptability by extending and integrating services along with proven security and on demand deployments across any location.

"Voice analytics has traditionally suffered from two principal issues inherent in hardware-based solutions: price and complexity -- especially in firms with multiple voice recorders in different locations of different age and brand. Cognia's cloud-based analytics service removes these barriers," said Curtis Nash, Cognia's CEO.