|By RealWire News Distribution||
|December 20, 2010 06:56 PM EST||
Survey marks the launch of PCI TeleSafe, a ground breaking telephony solution to help contact centres comply with the standard
20 December, 2010 - New research from Connected World, leading provider of communication solutions for businesses today reveals that despite 36.7% of contact centres judging themselves to be fully compliant with the Payment Card Industry Data Security Standard (PCI DSS), the vast majority (89%) admitted to not understanding its requirements and penalties.
Compounding further concern and reflecting a high level of disarray in the market, a third of all contact centre respondents (33%) claimed at best to be years away from full PCI DSS compliance, with a fifth (21%) stating that their processes will never be in full accordance with the standard's stringent requirements.
The survey of more of than 200 contact centre decision makers spanning a range of industries from retail and leisure to public service and finance was commissioned to mark the launch of Connected World's PCI TeleSafe solution, a network based telephony solution that protects customers account data at the point of payment and resolves a host of PCI DSS compliance headaches faced by contact centres today.
PCI DSS Requirements for telephony payments are stringent and regarded as one of the most challenging aspects for contact centres to comply with. More than a quarter of survey respondents (28%) said they had some safeguards in place to protect sensitive data but felt they would benefit from tighter security measures to better protect their customers.
However, the overall PCI DSS message of compliance appears to be getting through, but only to a limited section of the market. Of those that were aware of the term, only 41% stated that compliance with the PCI DSS standard was crucial to the future of their business. The remaining 59% describing compliance with the standard as "not a top priority" or "something we need to find out about".
"We've been amazed by the level of confusion in the market, especially given the fines that card issuers can impose if they find a vendor to be in breach of the standard's requirements." comments Jamie Price, Director, Connected World. "Contact centres urgently need to attend to their processes, or they could be held accountable for security breaches and fraud that would otherwise by covered by the card issuer."
On a wider level, the survey revealed a clear need to heighten awareness as well as adjust processes and tools in use in day to day operations. In order for PCI DSS compliance to be fully achieved in a contact centre, many levels within the organisation need to be engaged in the process, from staff training to telecoms security. Despite this, more than 74% of respondents admitted that the issues are not clearly understood across their organisation and just 11% respondents said they fully understood what the standard demands and the consequences of not conforming.
Nevertheless, it seems confidence in current data security measures is high. 68% respondents stated that they were confident that they were processing telephony payments securely despite not fully understanding the PCI DSS requirements, suggesting a level of indifference to the standard in the industry and a marked belief that contact centres are already doing enough to protect customer data.
"Now is not the time for contact centres to bury their heads in the sand," adds Price. "The standard is complicated and full compliance isn't easy to achieve. Whatever you think about the standard, it won't change the fact that your business is at risk if you fail an assessment. Moreover, call centres that operate on behalf of customer organisations could suffer severely should they be exposed as non-compliant.
Connected World's network-based solution, PCI TeleSafe, enables contact centre customers paying over the phone to make their purchase without exposing their card details to the call centre operative they are talking to, and without having their call diverted to a secure third party. The customer enters their personal card data using their phone keypad, keytones are masked on the phone and the data is securely captured by the system but is hidden on the operator's screen as asterisks. The end result is a telephony payment process which answers a number of the standard's requirements, including "restricting physical access to cardholder data", and "encrypting submission of card holder data" (Requirements 4 and 9 of PCI DSS, respectively).
Overall, when questioned, more than a third of respondents cited "the fear factor" - namely an increase in either the chances of being spot-assessed by the Security Standards Council or an increase in penalties - as their primary motivation for striving for full compliance. The remainder indicated that the resultant gains in customer trust would sway them the most.
About PCI DSS
The PCI DSS, a set of comprehensive requirements for enhancing payment account data security, was developed by the founding payment brands of the PCI Security Standards Council, including American Express, Discover Financial Services, JCB International, MasterCard Worldwide and Visa Inc. Inc. International, to help facilitate the broad adoption of consistent data security measures on a global basis.
The PCI DSS is a multifaceted security standard that includes requirements for security management, policies, procedures, network architecture, software design and other critical protective measures. This comprehensive standard is intended to help organizations proactively protect customer account data.
For more information please consult: www.pcisecuritystandards.org
About Connected World
Launched in 2007 under the TalkTalk Enterprise brand and in partnership with Carphone Warehouse, Connected World are specialist providers of inbound call handling solutions, providing network and cloud-based automated technology for call handling & workforce management. Based in Warrington, Cheshire, Connected World provide bespoke services to a wide variety of organisations across the UK, including call centre operators, premier league football clubs, hoteliers, groups within the NHS and other areas of the public sector.
One of the bewildering things about DevOps is integrating the massive toolchain including the dozens of new tools that seem to crop up every year. Part of DevOps is Continuous Delivery and having a complex toolchain can add additional integration and setup to your developer environment. In his session at @DevOpsSummit at 18th Cloud Expo, Miko Matsumura, Chief Marketing Officer of Gradle Inc., will discuss which tools to use in a developer stack, how to provision the toolchain to minimize onboa...
Feb. 12, 2016 09:00 PM EST Reads: 131
SYS-CON Events announced today that Catchpoint Systems, Inc., a provider of innovative web and infrastructure monitoring solutions, has been named “Silver Sponsor” of SYS-CON's DevOps Summit at 18th Cloud Expo New York, which will take place June 7-9, 2016, at the Javits Center in New York City, NY. Catchpoint is a leading Digital Performance Analytics company that provides unparalleled insight into customer-critical services to help consistently deliver an amazing customer experience. Designed...
Feb. 12, 2016 06:00 PM EST Reads: 402
With the proliferation of both SQL and NoSQL databases, organizations can now target specific fit-for-purpose database tools for their different application needs regarding scalability, ease of use, ACID support, etc. Platform as a Service offerings make this even easier now, enabling developers to roll out their own database infrastructure in minutes with minimal management overhead. However, this same amount of flexibility also comes with the challenges of picking the right tool, on the right ...
Feb. 12, 2016 04:30 PM EST Reads: 191
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 ad...
Feb. 12, 2016 04:15 PM EST Reads: 428
Microservices are all the rage right now — and the industry is still learning, experimenting, and developing patterns, for successfully designing, deploying and managing Microservices in the real world. Are you considering jumping on the Microservices-wagon? Do Microservices make sense for your particular use case? What are some of the “gotchas” you should be aware of? This morning on #c9d9 we had experts from popular chat app Kik, SMB SaaS platform Yodle and hosted CI solution Semaphore sha...
Feb. 12, 2016 03:30 PM EST
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
Feb. 12, 2016 02:15 PM EST Reads: 450
Microservices are a type of software architecture where large applications are made up of small, self-contained units working together through APIs that are not dependent on a specific language. Each service has a limited scope, concentrates on a specific task and is highly independent. This setup allows IT managers and developers to build systems in a modular way. In his book, “Building Microservices,” Sam Newman said microservices are small, focused components built to do a single thing very w...
Feb. 12, 2016 02:00 PM EST
With an estimated 50 billion devices connected to the Internet by 2020, several industries will begin to expand their capabilities for retaining end point data at the edge to better utilize the range of data types and sheer volume of M2M data generated by the Internet of Things. In his session at @ThingsExpo, Don DeLoach, CEO and President of Infobright, will discuss the infrastructures businesses will need to implement to handle this explosion of data by providing specific use cases for filte...
Feb. 12, 2016 01:00 PM EST Reads: 230
SYS-CON Events announced today that Avere Systems, a leading provider of enterprise storage for the hybrid cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Avere delivers a more modern architectural approach to storage that doesn’t require the overprovisioning of storage capacity to achieve performance, overspending on expensive storage media for inactive data or the overbuilding of data centers ...
Feb. 12, 2016 12:30 PM EST Reads: 108
CIOs and those charged with running IT Operations are challenged to deliver secure, audited, and reliable compute environments for the applications and data for the business. Behind the scenes these tasks are often accomplished by following onerous time-consuming processes and often the management of these environments and processes will be outsourced to multiple IT service providers. In addition, the division of work is often siloed into traditional "towers" that are not well integrated for cro...
Feb. 12, 2016 12:00 PM EST Reads: 502
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...
Feb. 12, 2016 11:45 AM EST Reads: 455
In most cases, it is convenient to have some human interaction with a web (micro-)service, no matter how small it is. A traditional approach would be to create an HTTP interface, where user requests will be dispatched and HTML/CSS pages must be served. This approach is indeed very traditional for a web site, but not really convenient for a web service, which is not intended to be good looking, 24x7 up and running and UX-optimized. Instead, talking to a web service in a chat-bot mode would be muc...
Feb. 12, 2016 11:30 AM EST Reads: 301
SYS-CON Events announced today that AppNeta, the leader in performance insight for business-critical web applications, will exhibit and present at SYS-CON's @DevOpsSummit at Cloud Expo New York, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. AppNeta is the only application performance monitoring (APM) company to provide solutions for all applications – applications you develop internally, business-critical SaaS applications you use and the networks that deli...
Feb. 12, 2016 11:15 AM EST Reads: 437
More and more companies are looking to microservices as an architectural pattern for breaking apart applications into more manageable pieces so that agile teams can deliver new features quicker and more effectively. What this pattern has done more than anything to date is spark organizational transformations, setting the foundation for future application development. In practice, however, there are a number of considerations to make that go beyond simply “build, ship, and run,” which changes ho...
Feb. 12, 2016 11:15 AM EST Reads: 266
WebSocket is effectively a persistent and fat pipe that is compatible with a standard web infrastructure; a "TCP for the Web." If you think of WebSocket in this light, there are other more hugely interesting applications of WebSocket than just simply sending data to a browser. In his session at 18th Cloud Expo, Frank Greco, Director of Technology for Kaazing Corporation, will compare other modern web connectivity methods such as HTTP/2, HTTP Streaming, Server-Sent Events and new W3C event APIs ...
Feb. 12, 2016 09:00 AM EST
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
Feb. 12, 2016 06:00 AM EST Reads: 258
The (re?)emergence of Microservices was especially prominent in this week’s news. What are they good for? do they make sense for your application? should you take the plunge? and what do Microservices mean for your DevOps and Continuous Delivery efforts? Continue reading for more on Microservices, containers, DevOps culture, and more top news from the past week. As always, stay tuned to all the news coming from@ElectricCloud on DevOps and Continuous Delivery throughout the week and retweet/favo...
Feb. 12, 2016 05:00 AM EST Reads: 241
How is your DevOps transformation coming along? How do you measure Agility? Reliability? Efficiency? Quality? Success?! How do you optimize your processes? This morning on #c9d9 we talked about some of the metrics that matter for the different stakeholders throughout the software delivery pipeline. Our panelists shared their best practices.
Feb. 12, 2016 04:00 AM EST Reads: 120
In a previous article, I demonstrated how to effectively and efficiently install the Dynatrace Application Monitoring solution using Ansible. In this post, I am going to explain how to achieve the same results using Chef with our official dynatrace cookbook available on GitHub and on the Chef Supermarket. In the following hands-on tutorial, we’ll also apply what we see as good practice on working with and extending our deployment automation blueprints to suit your needs.
Feb. 12, 2016 04:00 AM EST
Let’s face it, embracing new storage technologies, capabilities and upgrading to new hardware often adds complexity and increases costs. In his session at 18th Cloud Expo, Seth Oxenhorn, Vice President of Business Development & Alliances at FalconStor, will discuss how a truly heterogeneous software-defined storage approach can add value to legacy platforms and heterogeneous environments. The result reduces complexity, significantly lowers cost, and provides IT organizations with improved effi...
Feb. 12, 2016 03:45 AM EST Reads: 271