How can I adhere to PCI Compliance regulations in real-time?
Protecting PCI data and meeting Compliance requirements is becoming a huge burden and risk for many organizations. Failure to meet these evolving regulations could result in expensive data breaches, audits, hefty fines, loss of customers, lawsuits, and a tarnished brand image.
The sheer volume of transactions that organizations execute makes scaling traditional, manual approaches for PCI compliance impractical. While transcription based post-call redaction solutions can help address PCI compliance requirements, these solutions can be expensive, not entirely accurate, and leave an organization at risk during the time lapse between the interaction and the redaction. Contact centers need a better, automated means of adhering to these requirements.
Verint® Compliance Triggers™ is an innovative, cloud-based solution that provides contact center leadership assurance they are protecting the privacy of their customers. The solution can trigger actions based on real-time desktop events to help ensure compliance, such as:
- Pausing and resuming a call or interaction while credit card information is being shared
- Generating real-time perfectly timed pop-up alerts on agent desktops with process step reminders
- Tagging interactions with key data for easy search and retrieval for both compliance audits and employee feedback
One of the longest standing privacy regulations is the Payment Card Industry Data Security Standards, or PCI for short. Read the executive perspective to learn how to prevent a PCI compliance breach.
How can I help my agents adhere to required process steps?
Many industries have regulations that require specific steps be taken or exact language to be shared with a customer. For example the insurance industry has many disclosures that need to be read to the customer, and these disclosures can differ by product or by state. How’s an agent supposed to keep track of who gets what script?
With Verint Compliance Triggers, organizations can provide agents with real-time guidance in the form of simple, pop-up reminders triggered by desktop activity and context. Organizations and agents can now be more confident they are accurately following internal procedures and external regulations.
With this proven, enterprise-scale capability, you can provide essential compliance-related information and guidance to employees at critical points in a process to help proactively prevent non-compliances occurring. The solution helps ensure that compliance requirements are met and reduces or eliminates the risk of associated penalties.
How can I accurately identify interactions that may contain PII?
One of the challenges in meeting privacy regulations and government or industry regulations is accurately identifying interactions for which these regulations apply. With Verint Compliance Triggers, you can tag interactions with non-telephony-based metadata, enabling you to flag calls containing PII. This allows you to easily search for and retrieve interactions for compliance audits.
These tags can also be used to target interactions for quality reviews. You can tag interactions that identify the customer, product, agent, or request type. Quality managers can then retrieve calls for a specific agent or activity, to provide the agent with targeted feedback. By improving your quality management capabilities, you can consequently improve employee performance and customer experience.
The Verint Compliance Triggers is also available as a Cloud QuickStart – a cloud-only offering that can be up and running in about seven weeks with a full desktop event triggering capability that supports a variety of compliance requirements based on real-time desktop events.
Powering Innovation
Compliance Triggers is part of a number of other innovative Verint solutions, creating greater value and outcomes for our customers.
Automated Quality Management leverages data tags created in Compliance Triggers to identify interactions for targeted quality reviews. This enables contact centers to give agents more specific feedback by call, customer or request type.
Real-time Speech Analytics combines functionality from Verint Interaction Recording™, Verint Speech Analytics™ and Verint Compliance Triggers to “listen” to voice interactions as they happen and identify opportunities to guide interactions toward better outcomes for your customers and organization.
Desktop and Process Analytics leverages desktop triggers to track key execution points on processes and provide data such as workflows, volume and process handle times, to help streamline processes, reducing costs and improving the customer experience.