Welcome!

Microservices Expo Authors: Yeshim Deniz, Kevin Jackson, Jason Bloomberg, Kong Yang, Mark Leake

Blog Feed Post

Protraction, Complacency And Ignorance: PCI DSS Compliance In Disarray Amongst UK Contact Centres

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.

For more information about, or to see a video presentation on TeleSafe, visit www.connectedworld.co.uk, or see TeleSafe Video Overview

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

@MicroservicesExpo Stories
There's a lot to gain from cloud computing, but success requires a thoughtful and enterprise focused approach. Cloud computing decouples data and information from the infrastructure on which it lies. A process that is a LOT more involved than dragging some folders from your desktop to a shared drive. Cloud computing as a mission transformation activity, not a technological one. As an organization moves from local information hosting to the cloud, one of the most important challenges is addressi...
In the decade following his article, cloud computing further cemented Carr’s perspective. Compute, storage, and network resources have become simple utilities, available at the proverbial turn of the faucet. The value they provide is immense, but the cloud playing field is amazingly level. Carr’s quote above presaged the cloud to a T. Today, however, we’re in the digital era. Mark Andreesen’s ‘software is eating the world’ prognostication is coming to pass, as enterprises realize they must be...
Hybrid IT is today’s reality, and while its implementation may seem daunting at times, more and more organizations are migrating to the cloud. In fact, according to SolarWinds 2017 IT Trends Index: Portrait of a Hybrid IT Organization 95 percent of organizations have migrated crucial applications to the cloud in the past year. As such, it’s in every IT professional’s best interest to know what to expect.
Both SaaS vendors and SaaS buyers are going “all-in” to hyperscale IaaS platforms such as AWS, which is disrupting the SaaS value proposition. Why should the enterprise SaaS consumer pay for the SaaS service if their data is resident in adjacent AWS S3 buckets? If both SaaS sellers and buyers are using the same cloud tools, automation and pay-per-transaction model offered by IaaS platforms, then why not host the “shrink-wrapped” software in the customers’ cloud? Further, serverless computing, cl...
A common misconception about the cloud is that one size fits all. Companies expecting to run all of their operations using one cloud solution or service must realize that doing so is akin to forcing the totality of their business functionality into a straightjacket. Unlocking the full potential of the cloud means embracing the multi-cloud future where businesses use their own cloud, and/or clouds from different vendors, to support separate functions or product groups. There is no single cloud so...
The taxi industry never saw Uber coming. Startups are a threat to incumbents like never before, and a major enabler for startups is that they are instantly “cloud ready.” If innovation moves at the pace of IT, then your company is in trouble. Why? Because your data center will not keep up with frenetic pace AWS, Microsoft and Google are rolling out new capabilities. In his session at 20th Cloud Expo, Don Browning, VP of Cloud Architecture at Turner, posited that disruption is inevitable for comp...
"We are a monitoring company. We work with Salesforce, BBC, and quite a few other big logos. We basically provide monitoring for them, structure for their cloud services and we fit into the DevOps world" explained David Gildeh, Co-founder and CEO of Outlyer, in this SYS-CON.tv interview at DevOps Summit at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
In 2014, Amazon announced a new form of compute called Lambda. We didn't know it at the time, but this represented a fundamental shift in what we expect from cloud computing. Now, all of the major cloud computing vendors want to take part in this disruptive technology. In his session at 20th Cloud Expo, Doug Vanderweide, an instructor at Linux Academy, discussed why major players like AWS, Microsoft Azure, IBM Bluemix, and Google Cloud Platform are all trying to sidestep VMs and containers wit...
Companies have always been concerned that traditional enterprise software is slow and complex to install, often disrupting critical and time-sensitive operations during roll-out. With the growing need to integrate new digital technologies into the enterprise to transform business processes, this concern has become even more pressing. A 2016 Panorama Consulting Solutions study revealed that enterprise resource planning (ERP) projects took an average of 21 months to install, with 57 percent of th...
"When we talk about cloud without compromise what we're talking about is that when people think about 'I need the flexibility of the cloud' - it's the ability to create applications and run them in a cloud environment that's far more flexible,” explained Matthew Finnie, CTO of Interoute, in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
New competitors, disruptive technologies, and growing expectations are pushing every business to both adopt and deliver new digital services. This ‘Digital Transformation’ demands rapid delivery and continuous iteration of new competitive services via multiple channels, which in turn demands new service delivery techniques – including DevOps. In this power panel at @DevOpsSummit 20th Cloud Expo, moderated by DevOps Conference Co-Chair Andi Mann, panelists examined how DevOps helps to meet the de...
For most organizations, the move to hybrid cloud is now a question of when, not if. Fully 82% of enterprises plan to have a hybrid cloud strategy this year, according to Infoholic Research. The worldwide hybrid cloud computing market is expected to grow about 34% annually over the next five years, reaching $241.13 billion by 2022. Companies are embracing hybrid cloud because of the many advantages it offers compared to relying on a single provider for all of their cloud needs. Hybrid offers bala...
@DevOpsSummit at Cloud Expo taking place Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center, Santa Clara, CA, is co-located with the 21st International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is ...
What's the role of an IT self-service portal when you get to continuous delivery and Infrastructure as Code? This general session showed how to create the continuous delivery culture and eight accelerators for leading the change. Don Demcsak is a DevOps and Cloud Native Modernization Principal for Dell EMC based out of New Jersey. He is a former, long time, Microsoft Most Valuable Professional, specializing in building and architecting Application Delivery Pipelines for hybrid legacy, and cloud ...
Containers, microservices and DevOps are all the rage lately. You can read about how great they are and how they’ll change your life and the industry everywhere. So naturally when we started a new company and were deciding how to architect our app, we went with microservices, containers and DevOps. About now you’re expecting a story of how everything went so smoothly, we’re now pushing out code ten times a day, but the reality is quite different.
For organizations that have amassed large sums of software complexity, taking a microservices approach is the first step toward DevOps and continuous improvement / development. Integrating system-level analysis with microservices makes it easier to change and add functionality to applications at any time without the increase of risk. Before you start big transformation projects or a cloud migration, make sure these changes won’t take down your entire organization.
21st International Cloud Expo, taking place October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Me...
Microservices are increasingly used in the development world as developers work to create larger, more complex applications that are better developed and managed as a combination of smaller services that work cohesively together for larger, application-wide functionality. Tools such as Service Fabric are rising to meet the need to think about and build apps using a piece-by-piece methodology that is, frankly, less mind-boggling than considering the whole of the application at once. Today, we'll ...
Cloud Expo, Inc. has announced today that Andi Mann and Aruna Ravichandran have been named Co-Chairs of @DevOpsSummit at Cloud Expo Silicon Valley which will take place Oct. 31-Nov. 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. "DevOps is at the intersection of technology and business-optimizing tools, organizations and processes to bring measurable improvements in productivity and profitability," said Aruna Ravichandran, vice president, DevOps product and solutions marketing...
In his session at Cloud Expo, Alan Winters, an entertainment executive/TV producer turned serial entrepreneur, presented a success story of an entrepreneur who has both suffered through and benefited from offshore development across multiple businesses: The smart choice, or how to select the right offshore development partner Warning signs, or how to minimize chances of making the wrong choice Collaboration, or how to establish the most effective work processes Budget control, or how to ma...