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Hardly a day goes by without a media report about electronic fraud and identity theft, most often tied to storing, accessing and sharing of credit card details. Occasionally it originates in the contact center, when agents misuse information or even sell credit cards details that someone has managed to get hold of. One possible source of the information the perpetrator might steal is the content of recorded calls in which customers have provided their credit card details. Now Verint Systems, a leading supplier of software used not only to record calls but also to capture data entered into systems that agents use to handle customer interactions, has taken a step to enhance security of the information its products capture.

It has teamed up with RSA, the security division of EMC, to enhance Verint’s Witness Actionable Solutions Impact 360 with two key new features. The first enables owners of the product to identify contact centers that deal with classified data and configure the systems at those centers to encrypt the captured data. The resulting files of calls or screen-captured data can then be accessed only by users who have the correct encryption key. This enhancement is specifically targeted at credit card details, so the new version complies with PCI Security Council standards, but customers can configure it to encrypt other sensitive data as well. The second new feature takes security one step further. The company can specify sensitive fields, and when an agent is entering data into one, the product automatically switches off recording and/or data capture. Thus, when the recording is played back, it will sound as if the call was temporarily blanked out.

In these times of heightened concern about the security of data, Ventana Research sees these additions as positive contributions to help companies reduce the risk of fraud and identity theft.