Companies must walk a fine line between adopting new technology and maintaining consumer trust.

Use automated conversational redaction of audio and transcripts for compliance and training.

Methods, tools, and common-sense practices to prevent data breaches through contact centers.

Biometrics are the best path forward for contact centers.

AI-powered biometric authentication limits entry to fraudsters.

Not all SaaS solutions are created the same—nor do they hold themselves to the same compliance standards.

An alert, educated remote workforce adds considerable strength to your cybersecurity defenses.

The desire to offer a low-effort, simple experience while also deterring fraud has made identity verification the number one challenge businesses face.

IVR security technology has improved by leaps and bounds in the past several years, but many contact centers have been slow to implement the latest and greatest advances.

One in four businesses saw fraud attempts increase in their call centers, which often are a vulnerable, enticing access point for fraudsters.

No one likes to jump through hoops to get the information they’re looking for, so if the identity verification process is rife with unnecessary speed bumps, customer experience is going to...

Given that a contact center is often the first touchpoint for many customers, it’s crucial that any new technology runs smoothly in a test environment before being deployed for customers in...

Seventy-eight percent of Americans strongly believe that organizations need to protect their information, a 16% increase over last year.

Consumers are up in arms about violations of their privacy and legislators have taken notice.

The most significant security risk to a company’s data or systems comes from within—human error.

New technologies and best practices for an increasingly complex compliance environment.

Businesses today have an incredible amount of customer data on their hands that needs to be handled and used responsibly.

In the contact center, authentication issues have become of paramount importance as such security techniques as passwords and ID numbers are increasingly proven to be ineffective in the fight...

Fraudsters have stepped up their methods by using multiple channels to coordinate and commit fraud.

Start by thinking of things like account number and social security number as identity only; these are not paths to authentication or verification in today’s data-compromised world.

As the amount of personal data entering the organization through the contact center increases, it is necessary that organizations provide a way to keep it secure.

Contact centers face a growing array of compliance requirements, rules and regulations for handling sensitive data.

Customers want to have the utmost confidence that you are protecting their data and treating it with the respect it deserves… even as you continue to gather more of it.

The old tools and techniques aren’t enough. Success requires customization and personalization, not a one-size-fits-all approach. The key is to use data and technology well at each stage of...

Contact center agents themselves present the biggest potential risk because they are the most transient employees with the most access to sensitive customer data.

5 best practices for HIPAA compliance.

The Ins and Outs of PCI-Compliance for the Cloud.