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NextiraOne Integrates NICE's PCI Solution into Contact Center Offerings

July 20, 2011

NextiraOne,  which designs, installs, maintains and supports business solutions and communications services, announced a partnership with NICE Systems, a provider of global integrated digital recording and management solutions, to integrate NICE’s real-time PCI solution into its customer offering for new contact centers.


Through this integration, NextiraOne helps its customers tackle their payment card data security compliancy issues when operating a contact center.

The PCI Security Standards Council has created the standards for payment card data security. The PCI Data Security Standard (DSS) applies to all organizations that hold, process, or exchange credit and debit cardholder information. Non-compliant companies risk losing their ability to process credit card payments and being audited and/or fined.

The updated requirement from PCI Security Standards Council bans the audio recording and storage of sensitive card information such as validation codes and encourages contact centers to implement solutions that prevent the storage of this data.Guillaume Baraton, European business development director for Contact Center, NextiraOne, said, “We work very closely with our customers to implement solutions that answer all their contact center needs. Our experts understand the business and regulatory environment in which our customers operate, and we make it our business to ensure that our solutions cover new conditions as they are introduced.”

“As a Platinum Partner across Europe, we work extremely closely with NICE to create powerful solutions for our customers as new requirements emerge, including the new compliance solution which we are able to deliver across all 16 countries in Europe where NextiraOne is present,” Baraton added.NICE’s solution features a real-time desktop analytics for automatically pausing and resuming audio and screen recordings containing sensitive information. This results in a recorded interaction that doesn’t contain the sensitive information as defined by the PCI DSS, such as the 3 or 4-digit card verification number.

The off-the-shelf solution also enables the multiple stored recordings to be played back seamlessly and in accordance with the original call flow. The solution features out-of-the-box capabilities that require no customization efforts.  NextiraOne is now fully trained to implement this for new and existing contact centers.“We are pleased to expand the offering we provide our European customers together with NextiraOne, to include real-time solutions for complying with PCI standards,” said Ad Ketalaars, president of NICE EMEA, in a statement. “This is another step in the evolution of our long-term partnership with NextiraOne and we look forward to continuing working together to address the strategic needs of our joint customers.”Recently NICE Systems announced it has been named to the "2011 Quality Management/Liability Recording (Workforce Optimization) Market Share Report," by DMG Consulting. According to the report, NICE is ahead of the workforce optimization market with almost a 37 percent market share.


Rajani Baburajan is a contributing editor for ContactCenterSolutions. To read more of Rajani's articles, please visit her columnist page.



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