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inContact Now a Certified Service Provider under the Payment Card Industry Data Security Standard

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inContact Now a Certified Service Provider under the Payment Card Industry Data Security Standard

December 02, 2009
By Patrick Barnard
Group Managing Editor, TMCnet
On-demand contact center software provider inContact has announced that it is now a certified Service Provider under the Payment Card Industry (PCI (News - Alert)) Data Security Standard (DSS). The company previously attained certification as a Merchant Provider under the PCI DSS, and plans to maintain both certifications, which under law require an annual review or “audit.”

The Payment Card Industry Data Security Standard is a global information security standard created by the Payment Card Industry Security Standards Council (PCI SSC) to help organizations combat credit card fraud. It applies to all organizations which hold, process, or pass cardholder information from any of the major credit card brands and includes requirements for security management, policies, procedures, network architecture, software design and other critical protective measures.

According to a press release, inContact worked with third parties to achieve validation and certification for its services. This included a review of the 12 PCI DSS requirements, ensuring that the company has built and maintains a secure network, protects cardholder data, maintains a vulnerability management program, implements strong access control measures, regularly monitors and tests networks, and maintains an information security policy.

In addition the company has announced the appointment of Scott Welch as chief security officer. Welch has been part of the inContact executive team for the past six years and continues to serve as the company’s chief operations officer.
Welch spearheaded the transformation of the inContact’s telecommunications network into a secure and fault tolerant environment capable of supporting cloud-based contact center solutions. In his expanded role he will also be responsible for security, risk management and business continuity planning of the inContact platform, which is used by hundreds of contact centers worldwide.

inContact’s on-demand customer contact center platform is used by more than 600 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact’s service combines a powerful connectivity backbone with a full-featured, IP-based contact center software platform.

inContact made news on TMCnet last month when it announced a new CTI (News - Alert) adapter facilitating fast and simple integration with Salesforce CRM. According to a press release, the integration optimizes the entire call center cycle, from call routing to customer handling: Intelligently route the call through the automated call distributor (ACD) and interactive voice response (IVR) based on a customer's history and status. If an existing customer with an open ticket calls into a customer support line from the phone number in Salesforce CRM, for example, the ACD can route the call to the agent already familiar with the case.

In addition, the combined solution facilitates automated screen pops on agent desktops, showing caller information from Salesforce CRM on the agent's screen, including name, contact information, purchase or service history and open tickets. The CTI adapter unifies Salesforce CRM and inContact into a single user interface for fast and efficient call handling.

Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard
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