Security, Contact Centers, PCI, compliance, PCIDSS, Remote Work

Business Resumption: Contact Centers

Over the last few weeks, our team of Qualified Security Assessor's (QSAs) has been responding to questions from our clients about to how they can maintain PCI compliance while transitioning their contact centers (and associated business processes) to “work from home.” It's not just an important topic, but a very valid one given that most organizations today have never dealt with these kind of business challenges before; they truly are unprecedented. In many cases, just keeping the business operating is paramount and we recognize how many variables are at play today.

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By Mark Hannah & Sherri Collis on Mar 31, 2020 2:13:29 PM
Risk Assessments, Security, PCI, PCI Community, Assessment, PCIDSS, COVID19, Remote Work

Remote PCI Assessments: We're Adapting With You

Recent events have changed the world we typically wake up to, and it is continuing to change. The ways we interact, the ways we seek necessities, and the ways we conduct business, have all shifted in a very short period of time. 

For many retailers, business is continuing and even trending upwards as consumers shift their shopping habits to online. What doesn't seem likely to change however, is the responsibility that retailers have to protect the consumers' personal information.

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By Sherri Collis on Mar 24, 2020 1:12:05 PM
Risk Assessments, Security, CIO, Cybersecurity, Security Consulting, Healthcare, CISO, HIPAA, Infosecurity, Health Information Security, Threat-Based Risk

When to get a Threat-Based Risk Assessment

Healthcare CISOs and CIOs continue to struggle to get the resources they require to address increasing threats in the digital environment and too often they are presented with risk analysis reports that simply contain a laundry-list of security control failures.

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By Security Consulting Team on Feb 20, 2020 11:32:31 AM
Microsoft, AI, Gartner, Google, Natural Language Processing Solutions, NLP, omnichannel, contact centre, Chatbots, Bots

Are you Ready to Have This Conversation?

With the Gartner IT Prediction that “By 2021, more than 50% of enterprises will be spending more per annum on bots and chatbot creations than traditional mobile app developments”, there is little doubt that conversational AI or “Chatbots” are the next new wave of digital transformation technology.

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By Scott McCrea on Feb 11, 2020 11:59:51 AM
Security, NetworkSecurity, PCI, Cybersecurity, Information Security, compliance, PCIDSS4.0, PCI Community, Payment Card Industry, cardholder data, sensitive authentication data, CHD, SAD, Natural Language Processing Solutions, NLP

Highlights From The PCI Dream Team Session 8

As technology continues to advance, it's critical for the security community to respond to the evolving risk for consumer data.

On Tuesday, January 14, I had the opportunity to once again sit the PCI Dream Team’s eighth online session. During this session, we responded to questions from our participants which covered a broad range of concerns.

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By Jeff Hall on Jan 23, 2020 11:07:14 AM
Customer Experience, Contact Centers, customer service, Customer Engagement, forrester

Creating an Engaged Customer Experience

About ten years ago I was part of a team working on a product that was an early attempt to capture a 360-degree view of the customer. Back then, the concept of a “360-degree view”  of your customer was in its infancy – it was a new way of thinking. The industry understood that it was becoming more and more important to understand your customer’s journey. 

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By Jay Gunnell on Jan 14, 2020 10:40:42 AM
Risk Assessments, Security, Digital Experience, Digital Transformation, GDPR, Privacy, Business Consulting, Customer Experience, Artificial Intelligence, Agile Coaching, iterative, scrum, scrum master, scrum team, product owner, CEO, Technology Trends, Retrospective

Online's Top 10 Blogs of 2019

Is it this time of year already?! The time of year when the days literally fly off the calendar. When we sit back and consider all that transpired. The many projects, trends, buzzwords, predictions, challenges, and success stories that shaped our year.

It's also the time when we round up some of our favorite blogs that we published in 2019.  While it’s hard for us to pick our Top 10, we did our best. We hope you like the list our team put together.

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By Marketing Team Elves on Dec 18, 2019 10:39:38 AM