Contact Center Observer: pci compliance

Showing posts with label pci compliance. Show all posts

Thursday, November 08, 2012

Automating PCI Compliance with Desktop Analytics

We're pleased to introduces Virtual Observer Desktop Analytics to help customers automate PCI compliance.

This new functionality reduces task complexity and frees up IT resources for other needs.

This works by using the Desktop Analytics feature to capture a customer's processes where they input credit card information (in a CRM, or an order entry system, for example).

Once this process is logged, the system will be able to trigger Virtual Observer to be able to stop recording once the process is initiated, and to resume recording once the agent ends that particular task.

Virtual Observer Desktop Analytics works with the LightsOut! API to achieve this process.

Desktop Analytics is a technology which connects, captures and automates desktop activities and tasks. The feature is gaining acceptance as a critical component in most workforce optimization suites, providing insight into customer interactions throughout the enterprise.

Thursday, October 28, 2010

Call Quality Monitoring Is More Important Than Ever With Holidays Approaching

Believe it or not, the holiday shopping season is less than one month away (Black Friday), or in some retail outlets, it is already here!.

Reports say that consumer spending in 2010 might be down this season. Other online reports show increased spending for Christmas.

This has some interesting effects in our space: online catalog companies, and e-tailers, are likely to see an increase in call center activity, as shoppers call in with questions, for support, to place orders, etc.; call center operations managers will be challenged to produce -- more upsells, more saves, increased customer satisfaction.

As always, it will also be important to reduce the costs of running the center - less churn of employees, faster training cycles, faster customer handling times, etc.

Virtual Observer has been able to help many e-tailers address these issues and make serious performance gains, including Harry & David, Crutchfield Electronics, Fox Head Inc., Casual Male XL, Cigars International, J&P Cycles and many more.

Do your CSRs enter credit card information on-screen or take credit card information over the phone? It is also mission critical for e-tailers to maintain PCI compliance.

Virtual Observer helps firms remain compliant through the use of 256-bit media encryption and through granular security which allows administrators to control privileges down to the functional level and through our "LightsOut!" functionality, which automatically eliminate sensitive data after it has been entered on the screen.

Thursday, September 24, 2009

These are the rules of business...in call logging terms, that is.

With the rise of a number of regulations and security standards, including PCI and HIPAA compliance, more and more companies are seeing the requirement to record every call and keep them archived for X years, but also to keep them encrypted.

From the SMB up to the Enterprise, there seems to be no escape from compliance. This has created a tremendous demand for highly-reliable, highly-accessible, tightly-secure call logging systems.

Ok...so now your company has every call made in and out of your operation.

The contact center team wants to play back calls for quality monitoring purposes.

You have a gazillion calls per day mounting -- how does your quality supervisor find the ones which he should evaluate?

With Virtual Observer, we apply business rules which determine which calls show up in which supervisors' queue. Business rules can be defined as calls with recorded screens, calls from customer X, calls which are X minutes or longer, calls handled by agent A, calls passed from agent A to agent B, etc.

The complexity of your business rules depends on the different ways you are capturing data with the call. You may have CTI, or simply an SMDR feed. You may have agent tagging, which allows for the agents to tag calls with special notes or codes.

Applying business rules to your call logging solution can turn a mountain back into a molehill, which your supervisors will appreciate.