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 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
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, Contact Centers

Visa's Chatbot Security Alert

On July 19, Visa posted an important and timely security alert regarding“Chatbots”. In a nutshell, Visa says that due to the rise in online and mobile commerce, AI and chatbots (both text and voice) have become increasingly important to payment system companies to handle increasing call volumes. With that said, Visa goes on to say that they have become aware of attackers targeting these online chat service providers and distributing malware to intercept payment card data.

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By Mark Hannah on Jul 26, 2018 1:32:04 PM
Risk Assessments, Security, Genesys, Contact Centers

When 24x7 Security is Not Enough

Neighbors, babysitters, handymen, even family members; your backyard, upstairs deck, even your own front door…

Statistics show the vast majority of burglaries and theft, especially identity theft, are perpetrated by a household acquaintance or family member. The US Department of Justice says that “Offenders were known to their victims in 65% of violent burglaries; offenders were strangers in 28%.” Similarly, any Google search yields countless articles listing front doors, backyards, and ground floor windows as the most common points of entry for burglars. 

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By Steve Levinson on May 31, 2018 3:33:37 PM