VPI - Quality Monitoring Solutions: Managing The New Compliance Laws With The Latest Technologies

Quality monitoring solutions are essential for recording agent-customer interactions and associated telephony and screen data. However, in this new age of cyber crime and identity theft, the inevitable emergence of strict regulations to help protect sensitive customer data has resulted in many organizations being forced to scramble to update or replace their existing quality monitoring solutions in order to adhere to the latest legislative guidelines.

The Payment Card Industry (PCI) DSS is a set of comprehensive requirements for enhancing payment account data security developed to help facilitate the broad adoption of consistent data security measures on a global basis. VPI, an active PCI Security Alliance member, supports PCI Compliance guidelines by employing advanced desktop screen analytics monitoring technology. PCI compliance guidelines state that organizations must protect customer sensitive data from unauthorized users. As long as this protection is guaranteed, recording of customer interactions via quality monitoring solutions – even those that contain sensitive data – is permitted. VPI gives organizations the ability to continue to record all calls (audio and screen if desired) while providing management of security at a user-level, with limitation of access to sensitive PCI data - enhanced by roles-based security using end-to-end data encryption, file watermarking and detailed audit trail reporting. VPI employs an intelligent screen analytics tool that monitors the events when agents enter specific screens, or specific data fields within their screens. These events automatically trigger VPI to mark the area in the interaction where customer-sensitive data is being discussed, and categorizes the call accordingly.

During call playback, the VPI quality monitoring solution has the ability to prevent any non-authorized users from accessing sensitive PCI data. This way, managers and supervisors with rights to access the sensitive information, can listen to and assess the calls. This advanced method allows for the protection of both, the customer, and the organization that deals with the customer. For example, if a case arises where authorized users need to play the recorded interaction in its entirety, that option remains. Consider the case of where a customer claim is made that a company billed the wrong credit card number. In a dispute, how would the company defend that the credit card transaction was indeed processed based on the number provided and authorized by the customer and was not mistaken by the agent? By keeping the recording of the entire interaction and making sensitive portions accessible only to authorized personnel (i.e. in house counsel), a company can now comply with PCI rules and still have access to important interaction information for prompt dispute resolution to ensure liability protection.

In addition offering highly advanced screen analytics capabilities, VPI quality monitoring solutions provide built-in end-to-end data encryption and key management, file watermarking, and detailed audit log reporting. Cost-effective and very affordable, VPI solutions enable organizations to gain a lasting advantage – with open standards and service oriented architecture, the VPI quality monitoring solution has the flexibility to grow and evolve in order to adapt to your changing environment. VPI customers benefit from unsurpassed versatility and ROI as the unified platform supports virtually any PBX – digital or analog, TDM or VoIP, individually or blended – with a unified interface and industry standard file formats.