TECHNOLOGY AND SECURITY
"Once a new technology rolls over you, if you’re not part of the steamroller, you’re part of the road." – Stewart Brand
In order to provide the best possible service for our clients we decided early on to invest in only the best technology. For data warehousing, we utilize the virtual server environment via Windows Server 2010 and 2012. Our data is backed up off site and is encrypted to meet PCI compliance standards.
Our primary telephony server is powered by InContact, an enterprise level contact center application platform. This platform allows us a wide variety of features for taking inbound calls such as skills based routing, multiple agent distribution algorithms, auto attendants, among other features enabling us to operate at maximum efficiency.
For outbound dialing we utilize InContact's predictive dialing functionality. We use this product for programs that require outbound calling to existing customer bases (consumer level) and in some cases for B2B calling programs as long as TCPA guidelines are established.
E-mail and chat response is also integrated into InContact's contact center application and is built to provide granularity reporting on a wide array of performance metrics such as time in queue, time on e-mail/chat, success measurements and much more.
To learn more about InContact's Contact Center application please review the video below.
Credit Card and Sensitive Data Security:
We adhere to PCI compliance standards and take sensitive data processing seriously. Listed below are primary areas of concentration as it relates to data security; this is only a partial listing of a more extensive data security policy (full policy available to prospects and clients upon request):
Regular network scanning to ensure vulnerabilities are identified and corrected
Encrypted data delivery to our clients requiring singular as well as batch credit card data submissions
Secure access to servers housing data via key card entry and closed circuit monitoring
Personnel policies that prevent internal fraud scenarios such as agent cell phone restrictions at workstations and USB device blockers
Credit card field restrictions that block entire credit card data appearing on agent monitors
All of our production servers reside in-house and are secured by entrance card readers to our main facility, closed circuit video surveillance as well as numerous fire suppression methods.
Differing levels of e-Mail encryption are available to our clients depending on their needs. To keep costs low, we custom build data security around client data sensitivity and exposure.
Telephony Server Failure:
- Identical backup telephony server
- Cloud based back-up system
- Disaster call forwarding service via our phone company
- Partner call center to take messages in the event that all prior mentioned systems fail (highly unlikely)