Ensure Customer Information Security and Compliance
Despite compliance and ever-growing layers of security, 97 percent of U.S. companies will suffer a data breach. You don’t want to be one of them.
West Secure powered by Eckoh is the first and only voice solution in the U.S. to protect your customers, reputation and user experience by eliminating all sensitive numeric data from your environment, including databases, networks, call recordings and contact centers.
When customers provide their credit card or other sensitive numeric information over the phone, agents can typically see or hear that information or otherwise have to disrupt the call recording to discreetly obtain it. The corresponding fraud risk within and outside the contact center is too close for comfort. But with West Secure, you can safely gather credit card details, bank routing numbers, Social Security numbers, private health information and other sensitive data.
Going beyond compliance makes all the difference for your brand’s security and customers’ peace of mind. Here’s how we can help:
9 in 10
U.S. consumers have made a payment transaction by phone
Achieve compliance with Payment Card Industry Data Security Standards (PCI DSS), Health Insurance Portability & Accountability Act (HIPAA) regulations and more, and go a step further to completely descope your environment from rigorous compliance audits. (No matter how compliant you are today, having data in your contact center puts you at risk.)
By preventing data from ever entering your contact center environment, you mitigate risk entirely. Agents won’t see or hear data and can’t access it; it exists only in the cloud.
West Secure can be quickly set up in your environment without costly investments in new equipment or changes to existing telephony, network, CRM, payment processing or IT infrastructure. And our in-house experts in regulation compliance reduce the time and expenses needed to comply with complex, ever-evolving standards for customers’ personal information.
Keep the customer on the line at all times. Allow your callers to interact with both the IVR and live agents without interrupting the call recording or compromising numerical information. Create a consistent customer experience, increase agents’ ability to safely help with secure transactions and decrease overall call duration.
How does it work?
Customers enter their personal information using their telephone keypads. Audio tones and on-screen data are masked so that agents can neither see nor hear the information, without having to either transfer customers to an automated voice system or pause and resume the call recording.
West Secure is akin to brand insurance. The financial risk associated with customer data goes beyond operational compliance. There are a host of other costs, including potential legal fees and the incalculable risk to brand reputation in case of a data breach.
West Secure lets you eliminate the costs of future regulatory measures and distinguish your brand in a crowded, competitive market.
Several deployment options can help you mitigate fraud risk from within and outside the contact center by removing sensitive numeric data from calls and recordings, while saving money on complex data storage, maintenance and compliance.
West Secure powered by Eckoh offers on-site, hosted, mid-call and audio tokenization options to address your organization’s data security needs: CallGuard and DataGuard (Audio Tokenization).