Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : Semafone Warns Contact Centers of Five Types of Fraudsters Threatening Data Security

#contactcenterworld, @Semafone

Semafone, a provider of data security and compliance solutions for contact centers, shares the five most common types of fraudsters putting contact center data at risk. Coming from both inside and outside an organization, these fraudulent individuals use bribery, coercion, social engineering and malware to get their hands on sensitive customer data. However, not all fraudsters are malicious – a simple mistake by an agent or customer service representative (CSR) can expose personally identifiable information (PII) and lead to a high-profile, brand-damaging data breach.

The following are five fraudsters contact centers need to know:

  1. The Tempted Temp: Temporary agents, such as those hired to handle seasonal surges in call volumes, can pose a serious threat to contact center data security – whether due to a lack of loyalty to the company or a lax employee screening process. And, for those companies that require customers to read their card numbers aloud when conducting payment transactions over the phone, the readily available PII can be extremely tempting to a temp worker or any rogue agent. Those who do not work in clean rooms (where writing materials, cell phones and other personal items are prohibited) can easily copy down or record callers’ card numbers to fund an online shopping spree or order lunch.

  2. The Credulous Clicker: Even the most trustworthy employee can accidentally expose sensitive customer data, especially if the PII resides within the contact center environment. For example, an agent may click on a link or open an email attachment thinking it is from a customer, only to unleash a virus. That virus can spread across the contact center’s IT network, stealing customer data and landing the company in the news for suffering a major breach.

  3. The Vengeful Victim: There are other employees inside a contact center’s organization, in addition to agents, who can threaten data security. Consider this: An administrative worker with a personal grudge against management bribes an agent to share customer payment card data, thinking that the stolen funds will compensate for being underpaid. With this information stored and accessible in customer relationship management (CRM) systems, the agent hands over hundreds of credit card numbers which the vengeful employee sells on the black market.

  4. The Hidden Hacker: Anyone who comes in contact with agent computers could illicitly access sensitive data stored in a network. For instance, someone from the IT support team with a secret affinity for hacking could discretely introduce a Remote Access Trojan, or "RAT" into a computer. This little piece of software allows the device to be accessed remotely, enabling the hacker to tap into copious amounts of customer data.

  5. The Contract Cleaner: If data is held in a contact center’s IT environment, anyone with access to the facility can get their hands on PII. With unrestricted access to a contact center’s office, cleaning crew members could easily slip tiny USB sticks, which contain key logging software and a Wi-Fi transmitter, into several computers. That software could capture detailed information on customer transactions, including payment card numbers – all accessible to the conniving cleaner who collects the unnoticed USBs the following week.

"While these are just few examples of the types of fraudsters and cybercriminals that contact centers encounter, it is more important than ever for organizations to protect themselves and their customers against potentially brand-damaging data breaches," said Tim Critchley, Semafone CEO. "Of course, most employees are trustworthy people, but it only takes one rogue worker to expose or steal PII."

Best practices for preventing company insiders and outsiders from accessing sensitive data include: conducting proper employee background checks; training employees to recognize attacks, especially those using social engineering tactics; tokenizing data (replacing it with a meaningless equivalent); and enforcing the least-privilege user access (LUA) principle on computer systems, whereby agents have the minimum level of access necessary to do their job. However, the ideal solution is to take customer data out of the contact center environment completely.

"By removing as much sensitive PII as possible from business infrastructures, contact centers can reduce the risks associated with a detrimental, costly data breach," Critchley added. "They do not have to worry about outside hackers, third parties with fraudulent intentions, or even agents prone to honest mistakes. As we like to say at Semafone, ‘No one can hack the data you don’t hold.’"

To keep sensitive data out of the contact center environment, organizations can adopt dual-tone multi-frequency (DTMF) masking technologies which allow customers to enter payment card information and other PII directly into the telephone keypad. Such solutions replace keypad tones with flat tones, shielding data from agents, nearby eavesdroppers and even call recording systems. The agent is also able to remain on the line in full voice communication with the caller, ensuring a smooth customer journey. The sensitive data is sent straight to the appropriate third party, such as the payment processor, bypassing the contact center’s infrastructure completely.

#contactcenterworld, @Semafone


About Semafone:
Company LogoSemafone provides secure voice transactions for contact centres and retailers taking Cardholder Not Present (CNP) payments. The solution allows a call - and the call recording - to continue as normal whilst the customer enters their credit card information using their telephone keypad. For complete security, Semafone's patented technology masks the Dual Tone Multi-Frequency (DTMF) tones from the cardholder's telephone and replaces them with a flat tone so they can't be recognised by the call centre agent or recorded on the call recording system. By ensuring all card data remains segregated and by removing Sensitive Authentication Data (SAD) before it hits the call recorder and the contact centre infrastructure, the contact centre is taken out of the scope of PCI DSS, protected against the risk of opportunistic agent fraud and the associated reputational risk.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - 0 - 100% Rollout Can Hurt

Read today's tip or listen to it on podcast.

Published: Tuesday, March 27, 2018

Printer Friendly Version Printer friendly version

2023 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...
 5040 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =