SEATTLE — Envision Telephony, Inc., a contact center software solutions provider has recently unveiled what is being touted as the call center industry's first identity protection solution.
Designed to reduce the risk of identity theft and subsequent brand erosion Envision's Identity Protection solution focuses on protecting information stored in recorded calls required in quality monitoring, coaching and business intelligence applications.
"Everyday agents process customer transactions using sensitive customer information that can expose companies to unprecedented risk," said Rodney Kuhn, Envision CEO. "With agent attrition rates as high as 40 percent annually, contact centers are exposed to greater risk as customer information changes hands. As more enterprises listen to the voice of their customers outside the contact center the need for greater protection increases."
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The solution protects sensitive customer data including date of birth, social security numbers, drivers' license numbers, as well as credit card, financial account and phone-card numbers while addressing regulatory guidelines for personal data protection, privacy and safety within the contact center.
A recent survey of 2,200 consumers by the Chief Marketing Officer Council and the Business Performance Management Forum titled "Secure the Trust of Your Brand," finds that consumers are demanding better identity and financial protection from organizations.
Of those surveyed 40% stopped a transaction online, on the phone or in a store because of security concerns. In addition, more than one-third indicated they would strongly consider taking their business elsewhere if their personal information was compromised and a quarter said they would definitely take their business elsewhere.
In 2005, more than 52 million account records were stolen or misplaced–a record year for such breaches.
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