The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data
description
Transcript of The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data
![Page 1: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/1.jpg)
The Midwest’s Leading Supplier of Digital Recording Solutions forVoice, Video & Data
Much of this presentation was created by Kristyn Emenecker, Director, Solutions Marketing, Verint Systems, Inc., and is used with her permission.
Exploring PCIAnd
Customer Data Security
Presented by:Gina R. George, MCSE, CBC
Corporate Communications Director
![Page 2: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/2.jpg)
• Founded in 1983
• Headquartered in Grove City, OH
• Sales & Support Offices in IN and IL
• Platinum Business Partner for Verint Systems and 2007 Verint Business Partner of the Year
• Authorized Reseller for VIQ Solutions
• Seller of SCI-DVR
• Additional Lines: AMAG, Firetide, cNotify
![Page 3: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/3.jpg)
![Page 4: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/4.jpg)
Myth: The Call Center’s Not A High Risk Area
![Page 5: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/5.jpg)
Customer Privacy Management
![Page 6: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/6.jpg)
Data Intensive Environment + Transient/Offsite Staff = Perfect Storm
![Page 7: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/7.jpg)
In The News Recently…
![Page 8: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/8.jpg)
Call Recording: Key To Fraud Protection
![Page 9: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/9.jpg)
Call Recording: A Double-Edged Sword
![Page 10: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/10.jpg)
![Page 11: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/11.jpg)
What Is PCI-DSS?
![Page 12: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/12.jpg)
What Is PCI-DSS: A Second Opinion
“The PCI Data Security Standard was launched in 2006 by private-sector organizations to improve the security of credit card data. But PCI has instead become a massive butt-covering exercise that extends from retailers to auditors to major credit card brands.
Whether data is any safer remains to be seen.”
Andrew Conry-MurrayPCI And The Circle Of Blame
Information WeekFebruary 23, 2008
![Page 13: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/13.jpg)
Card Security Programs
![Page 14: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/14.jpg)
12 Primary Requirements of PCI-DSS
![Page 15: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/15.jpg)
12 Primary Requirements of PCI-DSS
![Page 16: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/16.jpg)
Who Has To Worry About PCI?
![Page 17: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/17.jpg)
What Does The Future Hold?
![Page 18: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/18.jpg)
Data Security: More Than PCI
![Page 19: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/19.jpg)
Where Do Call Recordings Fit In?
![Page 20: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/20.jpg)
CVV2: A Special Concern
![Page 21: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/21.jpg)
Call Recording & PCI: Possible Solutions
End-to-end encryption• Encrypt audio and screens
at acquisition• Decrypt only at playback
Data avoidance• Pause recording while caller
speaks sensitive information• Mute recording while caller
speaks sensitive information• Tone over recording while
caller speaks sensitive information
Data deletion• Delete part or all of the
recording after the call is completed
![Page 22: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/22.jpg)
Possible Solutions: Scenario #1
Large catalog retailer• Records for QA only• Voice & Screens• Contact Center, Branch Office & Work-at-Home Agents
Compliance Methodology: Data Deletion• Agents use an applet on their workstations to tag credit card calls
• Recording system does automatic sweep every two minutes and purges tagged calls
• Calls can be manually tagged later by supervisor if missed by agent and found during QA review
• Reports are generated and correlated to credit card authorization records to prevent system abuse
![Page 23: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/23.jpg)
Possible Solutions: Scenario #2
Large public utility• Records for QA and compliance• Voice & Screens• Contact Center, Branch Office & Work-at-Home Agents
Compliance Methodology: Data Deletion• Automated process scans call recording database for agent ID, date
and time
• Process compares result to similar scan of credit card transaction files
• Upon finding a match, process deletes audio and screen files from call recorder
![Page 24: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/24.jpg)
Where Do You Go From Here?
![Page 25: The Midwest’s Leading Supplier of Digital Recording Solutions for Voice, Video & Data](https://reader035.fdocuments.net/reader035/viewer/2022062809/568157a3550346895dc53531/html5/thumbnails/25.jpg)
For more information visit: www.soundcommunications.com
Or call:
Toll-free (800) 556-8556, x 718Local (614) 875-8500, x718 or
(614) 317-9062
The Jackson Building
3440 Park Street
Grove City, OH 43123