Autonomy etalk Leads the way in Protecting Customer Data in Contact Center Recordings

DALLAS , Texas, July 25 /PRNewswire-FirstCall/ -- Autonomy Corporation plc (LSE: AU. or AU.L), a global leader in infrastructure software for the enterprise, today announced the expansion of its advanced call and computer screen recording security features that enable enterprise customer contact centers recording strategies to comply with the Payment Card Industry (PCI) Data Security Standards. The PCI standards were created by the PCI Security Standards Council, an organization founded by American Express, Discover Financial Services, JCB, MasterCard Worldwide, and Visa International, to protect the personal and financial data customers entrust to retailers, banks, service providers, and credit card companies.

According to Gartner research, approximately 15 million Americans experienced fraud related to identity theft between August 2005 and August 2006 , highlighting the extent of the problem this solution addresses. Autonomy etalk's Qfiniti technology can conceal sensitive data in both call and computer screen recordings of a client's interactions. Combined with etalk's encryption, auditing, and advanced security permissions, this prevents the unauthorized exposure of confidential information that can often be found in recorded transactions.

An increasing number of organizations record calls in the contact center for purposes of compliance with industry regulations, customer dispute management, or quality assurance. These organizations must consider the security implications of these recordings, particularly when they contain customers' sensitive financial data such as credit card and bank account information. Call centers that do not comply with the PCI standards risk unauthorized access that could result in financial loss or damage the valuable relationships businesses have worked to establish with their customers.

For example, the hospitality industry is focused on higher levels of security due to the sheer number of credit cards transactions between clients and reservation associates. One leading hotel chain is masking sensitive customer data when recording conversations and capturing desktop screens. Once a customer service representative begins typing information into the credit card field, that portion of the screen will be obscured from view and the audio will be 'bleeped' out. Only personnel with appropriate user permissions from Qfiniti will be able to see or hear the credit card information for dispute resolution purposes.

"With the constant exchange of information across the business, companies must be careful to restrict the ways personal data can be seen or heard in the contact center," said Scott Shute , CEO of Autonomy etalk. "Only by obscuring sensitive data in recordings can businesses share recordings for quality and training while still maintaining strict security standards."

Autonomy etalk's Intelligent Contact Center solution provides several features that utilizes a combination of metadata collected from the call and speech analytics to pinpoint the portions of a call or screen recording that need to be blocked from certain users. This allows organizations to manage all of their recordings from a single server without having to filter out calls that contain sensitive data. Autonomy etalk also offers other features that help in the protection of sensitive information including:

- Encrypted Recordings - Encrypts recorded interactions at the time of the recording and requires decryption keys for playback, protecting data over private and public networks and preventing unauthorized playback of recordings.

- User Permissions - Provides numerous security permissions that can be created and managed for each user, from restricting access for playing back recordings to even hearing or seeing masked data in the recording.

- Audit Trails - Detailed user activity such as log-ins, log-outs, and access to recordings can be tracked in audit reports, to allow organizations to produce reports for compliance purposes or internal investigations.

About Autonomy etalk

Autonomy etalk offers recording for compliance, quality assurance, and risk management on traditional, IP, and hybrid networks. Its advanced recording architecture enables the Intelligent Contact Center, which delivers multi-channel interaction analysis, real-time agent support, and contact center performance management, including call recording, agent training and evaluations, and customer surveys.

About Autonomy

Autonomy Corporation plc (LSE: AU. or AU.L) is a global leader in infrastructure software for the enterprise and is spearheading the meaning-based computing movement. Autonomy's technology forms a conceptual and contextual understanding of any piece of electronic data including unstructured information, be it text, email, voice or video. Autonomy's software powers the full spectrum of mission-critical enterprise applications including information access technology, BI, CRM, KM, call center solutions, rich media management, compliance and litigation solutions and security applications, and is recognized by industry analysts as the clear leader in enterprise search.

Autonomy's customer base comprises more than 16,000 global companies and organizations including: 3, ABN AMRO, AOL, BAE Systems, BBC, Bloomberg, Boeing, Citigroup, Coca Cola, Daimler Chrysler, Deutsche Bank, Ericsson, Ford, GlaxoSmithKline, Kraft Foods, Lloyd TSB, NASA, Nestle, the New York Stock Exchange, Reuters, Shell, T-Mobile, the U.S. Department of Energy, the U.S. Department of Homeland Security and the U.S. Securities and Exchange Commission. Autonomy also has over 300 OEM partners and more than 350 VARs and Integrators, numbering among them leading companies such as BEA, Business Objects, Citrix, EDS, IBM Global Services, Novell, Stellent, Sybase, Symantec, TIBCO and Vignette. The company has offices worldwide.

The Autonomy Group includes: Aungate, specialist in real-time enterprise governance; Virage, a visionary in rich media management and security and surveillance technology; etalk, award-winning provider of enterprise-class contact center products and Cardiff , a leader in content capture and business process management solutions.

Autonomy and the Autonomy logo are registered trademarks or trademarks of Autonomy Corporation plc. All other trademarks are the property of their respective owners.

SOURCE Autonomy Corporation UK



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