NICE Systems Ltd. (Nasdaq:NICE), the worldwide leader of intent-based solutions that extract insight to impact business performance, reduce financial risk and ensure safety and security, today announced new capabilities with NICE SmartCenter's Interaction Recording, that help contact centers ensure compliance with the recently updated requirement of the Payment Card Industry Data Security Standards (PCI-DSS) Council.
The PCI Data Security Standard (DSS) applies to all organizations 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 cards validation codes and encourages contact centers to implement solutions that prevent the storage of this data.
The new solution from NICE helps organizations meet this mandate by leveraging the company's 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.
Aphrodite Brinsmead, analyst at Ovum said, "PCI requirements obligate organizations that handle credit card information to change the way they record and store data. In order to remove sensitive data from call recordings, enterprises need a system that automatically stops recording when card numbers are spoken over the telephone. Integration of desktop analytics and call recording, as offered by NICE, will help these organizations to meet regulations by expediting the process of removing cardholder information. They will be able to record and listen to interactions knowing that protected information has been removed."
Steve Palmer, Senior Manager of NICE Platform Planning, at Convergys Corporation, a global leading contact center and customer relations outsourcer, said, "For over five years NICE solutions have enabled us to elevvate customer experience, cultivate customer loyalty, and achieve compliance. Last year we added data encryption capabilities from NICE. These capabilities are a market differentiator and go a long way to assuring the protection of sensitive customer information. And now, with the newly updated PCI DSS, PCI compliance has become even more complex. NICE has been a great partner in working through these sorts of challenges."
"We are happy to extend the benefits of our real-time capabilities to the payment card industry," said Udi Ziv, President, NICE Enterprise Group. "NICE has over 20 years of experience with compliance recording, and specific domain expertise with PCI DSS requirements through many deployments worldwide. We are already providing a set of solutions for facilitating PCI DSS compliance, including strong access control tools, multi-tiered security design, and end-to-end voice and screen media encryption. Now, with the addition of these latest capabilities we continue to be at the forefront of enabling compliance with the industry's latest requirements."