Blog & News

Love Is In the Air - Customers' Sensitive Data Should Not Be

Posted on: 2/14/2018

Love is in the air today; Personally Identifiable Information (PII) including credit card details should not be.  Protecting customers' sensitive data is, or should be, a top priority for every business.  One area of securing customer data that is often overlooked is when customers are asked to verbally provide their sensitive data over the phone in live agent interactions.  This verbal exchange of sensitive data poses unnecessary risks to customers.   Have they provided this information in the security of their own home?  Or have they provided this information in a busy airport, coffee shop, transportation terminal?  Who overheard this information?   Can it potentially be misused?

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Tokenization in the Contact Center

Posted on: 2/8/2018

Securing customers sensitive data and reducing the potential for fraud in the contact center environment is a top priority for our industry.  In previous blogs we have explored topics such as authentication methods, DTMF data capture, pitfalls of pause and resume, and the road to PCI DSS compliance.    All of these topics are paramount in securing customers data, reducing the potential for fraud, and delivering a positive customer experience.  One area of data security that we have not explored in our blogs is that of tokenization; until now. 

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Fraud Prevention and Happy Customers – You Really Can Have It All

Posted on: 1/11/2018

Fraud Prevention and Happy Customers – You Really Can Have It All

Next Caller and IntraNext Systems recently sat down to discuss call center fraud prevention and customer experience - areas both companies are extremely passionate about.  The discussion explored how different vendors complement and support each other to prevent fraud while adhering to regulatory guidelines and providing a seamless customer experience.  

If there’s one definite that this conversation surfaced, it’s that call center security leaders need to take a holistic approach to call center fraud and customer experience. Here’s a closer look at why:

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Heavy Lifting Not Required

Posted on: 1/5/2018

For many contact center leaders, enhanced fraud prevention, increased data security, and regulatory compliance are on the top of the to-do list for 2018.  As you begin (or continue) the process of researching the options that are available to you, keep in mind full system disruption and a complete overhaul of your infrastructure isn’t always necessary.  You can update your house without a full-blown remodel.

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It's Not All Bad

Posted on: 11/29/2017

It’s Not All Bad

2018?  What?  What happened to 2017?  If you are like me, this time every year I wonder how did the year go by so fast?  I spend time reflecting about what really happened in 2017, and I also try to frame my thinking with out with the bad, in with the good. 

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Call Center Commerce Tracker by PYMNTS

Posted on: 11/22/2017

The call center industry is big business with lots of moving parts.  PYMNTS estimates that the industry "brought in roughly $13 billion in the U.S. alone last year, through product sales and subscription revenue.".  With billions on the line, and employee counts in the millions, there is a lot to cover in the industry.  We are proud to work with PYMNTS on the PYMNTS Call Center Commerce Tracker™.   

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Experts Weigh In: Regaining Consumer Trust In A Post-Equifax World

Posted on: 11/22/2017

"PYMNTS asked nine executives from a cross-section of the payments industry for their thoughts on how Equifax changes everything, and how it doesn’t. After all, companies must still look at what data is flowing into and out of their firms. They must still endeavor to keep consumer and cardholder data (and their own corporate data) safe. They must also, in looking at transactions and customer interactions, try to foster a seamless experience. How can they do that in an environment in which the security status quo is no longer appropriate?" - PYMNTS.com

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Wow - How things have changed...or have they?

Posted on: 6/30/2017

I was recently asked about new trends and security measures in the call center industry as it applied to Personally Identifiable Information, or as us in the industry refer to it, simply as PII.  As I pondered the question, it reminded me of a blog post I wrote for Forbes exactly 18 years ago today titled “Are Your PCs and phones still not talking?” In that article I talked about an experience of when I called my credit card company to retrieve my balance.  I did receive my balance and opted to be connected to a live agent.  I was then transferred a second time – requiring me to yet again provide my PII.  Back then the lack of automation was detrimental to the experience.

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An End to Pause and Resume Call Recording?

Posted on: 6/21/2017


Companies across the globe, just like yours, resort to pausing and resuming their call recording systems when an agent captures a caller's credit card details. This is done primarily for PCI Compliance purposes and to simply protect the customer's sensitive data.  But is this widely used pause-resume approach efficient, effective and even necessary?

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Safeguarding Customer Payments For The At-Home Call Agent Boom

Posted on: 6/20/2017

President Donald Trump wants to bring more jobs back to the U.S., and lawmakers have asked the Trump administration to pay particular attention to the call center industry. This year, senators began planning to introduce a bill aimed at discouraging federal contractors from offshoring these jobs, a measure that would propel a trend in recent years that sees more of these jobs remaining in the country.

According to George McDonough, vice president of client relations at call center software company IntraNext, these efforts are forcing U.S. companies to examine their strategies. For many firms, that means facilitating work-from-home call agents.  Read the full article here Safeguarding Customer Payments for the At-Home Call Agent Boom

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You’re going to do “WHAT” to my call center metrics?

Posted on: 8/24/2016

Contact center metrics have really changed over the past 15 years. We now have tools such as screen pops (CTI), workforce management (WFM), speech analytics, desktop analytics, eLearning, Quality Monitoring (QM), Net Promoter Scoring (NPS), Voice of the Customer (VOC) and many others to measure our contact center agents

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PCI-DSS 3.2: What call centers need to know

Posted on: 8/17/2016

Developed to encourage and enhance cardholder data security, the Payment Card Industry Data Security Standards (PCI-DSS), facilitates the broad adoption of consistent data security measures globally.

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