Call Center Software Products: Envision Identity Protection

Safeguard sensitive customer data within the contact center.

Envision's Identity Protection™ solution provides call centers with a solution for protecting the sensitive customer data captured in millions of daily customer-agent interactions. This call center software solution reduces corporate risk of costly identity theft and brand erosion.

Consumers are demanding better identity and financial protection from organizations they interact with today. According to a recent survey of 2,200 consumers by the Chief Marketing Officer (CMO) Council and the Business Performance Management (BPM) Forum titled “Secure the Trust of Your Brand,” consumer security concerns are rising. Of those surveyed, 40 percent actually stopped a transaction online, on the phone, or in a store due to a security concern. Further, more than one-third indicated that 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.

With call center agent attrition rates as high as 40 percent annually, call 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. Envision's call center software solution protects customers' identities by protecting information stored in recorded calls required in quality monitoring, coaching and business intelligence applications.

Envision's Identity Protection call center software solution protects sensitive customer data including date of birth, social security numbers, drivers' license numbers, as well as credit card, bank account and phone-card numbers. This call center software solution also addresses regulatory guidelines for personal data protection, privacy and safety within the call center.

Meeting Unique Industry Requirements
Every industry has unique requirements to protect sensitive information. Leading retailers need to protect their brand and customers' experiences while complying with increasing regulation from the payment card industry. Better protection can increase revenue and customer loyalty reducing costly customer churn.

Financial services companies pride themselves on being a trusted advisor to their customers. Protecting sensitive financial information is required to maintain customer trust, build long-term profitable relationships and avoid costs associated with identity theft. For these companies protecting sensitive financial information is critical to their success.

In the healthcare industry, HIPAA and other regulatory guidelines require companies to protect patient privacy. Lack of compliance can be costly from both a financial and customer perspective. Envision's Identity Protection solution reduces the risk of security breaches, protects patient privacy and builds the trust required to deliver legendary customer experiences in the call center.