By Envision

Identity theft, the fastest-growing crime in the United States, poses significant risks to the health of an enterprise. When someone steals sensitive, personal customer information from a company, the organization can suffer severe financial losses as a result of lawsuits, non-compliance penalties and the erosion in customer trust and brand reputation.

The contact center is particularly vulnerable because confidential information is routinely captured, stored and managed during agent-customer interactions-and then shared across the enterprise. With quality monitoring and business intelligence solutions from software providers like Envision, contact centers can record screen and voice interactions and then mine the rich customer data they contain (the “voice of the customer”) to improve service, increase sales and optimize performance. This paper describes the market forces driving the demand for increased security in the contact center, key elements of an effective, continuous security strategy and the role technology can play in deploying this strategy.

Posted 22 October 2007 at 5:37 pm under Unified Communications & Comm.-Enabled Business. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.