News
NextiraOne and NICE Tackle New Payment Card Data Security Rules for Contact Centre Operators
July 2011 by Marc Jacob
NextiraOne has announced that it has put in place the skills required to help customers tackle their payment card data security compliancy issues when operating a contact centre. Working in collaboration with NICE Systems Limited, NextiraOne has integrated NICE’s real-time PCI solution into its customer offering for new contact centres and is also offering upgrades to existing contact centre customers to bring them up to the new data security standards.
The solution from NICE leverages its real-time desktop analytics for automatically pausing and resuming audio and screen recordings containing sensitive information. The result is a recorded interaction that doesn’t contain the sensitive information as defined by the PCI DSS, such as the 3 or 4-digit card verification number. Furthermore, the solution enables the multiple stored recordings to be played back seamlessly and in accordance with the original call flow. It is available off-the-shelf with out-of-the-box capabilities that require no customization efforts, ensuring reliable and seamless compliance with complex regulatory requirements. NextiraOne is now fully trained to implement this for new and existing contact centres.
The PCI Security Standards Council is the body that creates standards for payment card data security. Central to this is the PCI Data Security Standard (DSS) which applies to all organisations that hold, process, or exchange credit and debit cardholder information. Non-compliant companies risk losing their ability to process credit card payments and being audited and/or fined. The updated requirement bans the audio recording and storage of sensitive card information such as validation codes and encourages contact centres to implement solutions that prevent the storage of this data.
The PCI Security Standards Council is an open global forum for the ongoing development, enhancement, storage, dissemination and implementation of security standards for account data protection. The PCI Security Standards Council’s mission is to enhance payment account data security by driving education and awareness of the PCI Security Standards. The organization was founded by American Express, Discover Financial Services, JCB International, MasterCard Worldwide, and Visa Inc.
