Welcome!

AJAX & REA Authors: RealWire News Distribution, Harald Zeitlhofer

Blog Feed Post

Protraction, Complacency And Ignorance: PCI DSS Compliance In Disarray Amongst UK Contact Centres

Survey marks the launch of PCI TeleSafe, a ground breaking telephony solution to help contact centres comply with the standard

20 December, 2010 - New research from Connected World, leading provider of communication solutions for businesses today reveals that despite 36.7% of contact centres judging themselves to be fully compliant with the Payment Card Industry Data Security Standard (PCI DSS), the vast majority (89%) admitted to not understanding its requirements and penalties.

Compounding further concern and reflecting a high level of disarray in the market, a third of all contact centre respondents (33%) claimed at best to be years away from full PCI DSS compliance, with a fifth (21%) stating that their processes will never be in full accordance with the standard's stringent requirements.

The survey of more of than 200 contact centre decision makers spanning a range of industries from retail and leisure to public service and finance was commissioned to mark the launch of Connected World's PCI TeleSafe solution, a network based telephony solution that protects customers account data at the point of payment and resolves a host of PCI DSS compliance headaches faced by contact centres today.

PCI DSS Requirements for telephony payments are stringent and regarded as one of the most challenging aspects for contact centres to comply with. More than a quarter of survey respondents (28%) said they had some safeguards in place to protect sensitive data but felt they would benefit from tighter security measures to better protect their customers.

However, the overall PCI DSS message of compliance appears to be getting through, but only to a limited section of the market. Of those that were aware of the term, only 41% stated that compliance with the PCI DSS standard was crucial to the future of their business. The remaining 59% describing compliance with the standard as "not a top priority" or "something we need to find out about".

"We've been amazed by the level of confusion in the market, especially given the fines that card issuers can impose if they find a vendor to be in breach of the standard's requirements." comments Jamie Price, Director, Connected World. "Contact centres urgently need to attend to their processes, or they could be held accountable for security breaches and fraud that would otherwise by covered by the card issuer."

On a wider level, the survey revealed a clear need to heighten awareness as well as adjust processes and tools in use in day to day operations. In order for PCI DSS compliance to be fully achieved in a contact centre, many levels within the organisation need to be engaged in the process, from staff training to telecoms security. Despite this, more than 74% of respondents admitted that the issues are not clearly understood across their organisation and just 11% respondents said they fully understood what the standard demands and the consequences of not conforming.

Nevertheless, it seems confidence in current data security measures is high. 68% respondents stated that they were confident that they were processing telephony payments securely despite not fully understanding the PCI DSS requirements, suggesting a level of indifference to the standard in the industry and a marked belief that contact centres are already doing enough to protect customer data.

"Now is not the time for contact centres to bury their heads in the sand," adds Price. "The standard is complicated and full compliance isn't easy to achieve. Whatever you think about the standard, it won't change the fact that your business is at risk if you fail an assessment. Moreover, call centres that operate on behalf of customer organisations could suffer severely should they be exposed as non-compliant.

Connected World's network-based solution, PCI TeleSafe, enables contact centre customers paying over the phone to make their purchase without exposing their card details to the call centre operative they are talking to, and without having their call diverted to a secure third party. The customer enters their personal card data using their phone keypad, keytones are masked on the phone and the data is securely captured by the system but is hidden on the operator's screen as asterisks. The end result is a telephony payment process which answers a number of the standard's requirements, including "restricting physical access to cardholder data", and "encrypting submission of card holder data" (Requirements 4 and 9 of PCI DSS, respectively).

Overall, when questioned, more than a third of respondents cited "the fear factor" - namely an increase in either the chances of being spot-assessed by the Security Standards Council or an increase in penalties - as their primary motivation for striving for full compliance. The remainder indicated that the resultant gains in customer trust would sway them the most.

###

About PCI DSS
The PCI DSS, a set of comprehensive requirements for enhancing payment account data security, was developed by the founding payment brands of the PCI Security Standards Council, including American Express, Discover Financial Services, JCB International, MasterCard Worldwide and Visa Inc. Inc. International, to help facilitate the broad adoption of consistent data security measures on a global basis.

The PCI DSS is a multifaceted security standard that includes requirements for security management, policies, procedures, network architecture, software design and other critical protective measures. This comprehensive standard is intended to help organizations proactively protect customer account data.

For more information please consult: www.pcisecuritystandards.org

About Connected World
Launched in 2007 under the TalkTalk Enterprise brand and in partnership with Carphone Warehouse, Connected World are specialist providers of inbound call handling solutions, providing network and cloud-based automated technology for call handling & workforce management. Based in Warrington, Cheshire, Connected World provide bespoke services to a wide variety of organisations across the UK, including call centre operators, premier league football clubs, hoteliers, groups within the NHS and other areas of the public sector.

For more information about, or to see a video presentation on TeleSafe, visit www.connectedworld.co.uk, or see TeleSafe Video Overview

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

Cloud Expo Latest Stories
Hardware will never be more valuable than on the day it hits your loading dock. Each day new servers are not deployed to production the business is losing money. While Moore’s Law is typically cited to explain the exponential density growth of chips, a critical consequence of this is rapid depreciation of servers. The hardware for clustered systems (e.g., Hadoop, OpenStack) tends to be significant capital expenses. In his session at 15th Cloud Expo, Mason Katz, CTO and co-founder of StackIQ, to discuss how infrastructure teams should be aware of the capitalization and depreciation model of these expenses to fully understand when and where automation is critical.
Over the last few years the healthcare ecosystem has revolved around innovations in Electronic Health Record (HER) based systems. This evolution has helped us achieve much desired interoperability. Now the focus is shifting to other equally important aspects – scalability and performance. While applying cloud computing environments to the EHR systems, a special consideration needs to be given to the cloud enablement of Veterans Health Information Systems and Technology Architecture (VistA), i.e., the largest single medical system in the United States.
In his session at 15th Cloud Expo, Mark Hinkle, Senior Director, Open Source Solutions at Citrix Systems Inc., will provide overview of the open source software that can be used to deploy and manage a cloud computing environment. He will include information on storage, networking(e.g., OpenDaylight) and compute virtualization (Xen, KVM, LXC) and the orchestration(Apache CloudStack, OpenStack) of the three to build their own cloud services. Speaker Bio: Mark Hinkle is the Senior Director, Open Source Solutions, at Citrix Systems Inc. He joined Citrix as a result of their July 2011 acquisition of Cloud.com where he was their Vice President of Community. He is currently responsible for Citrix open source efforts around the open source cloud computing platform, Apache CloudStack and the Xen Hypervisor. Previously he was the VP of Community at Zenoss Inc., a producer of the open source application, server, and network management software, where he grew the Zenoss Core project to over 10...
Most of today’s hardware manufacturers are building servers with at least one SATA Port, but not every systems engineer utilizes them. This is considered a loss in the game of maximizing potential storage space in a fixed unit. The SATADOM Series was created by Innodisk as a high-performance, small form factor boot drive with low power consumption to be plugged into the unused SATA port on your server board as an alternative to hard drive or USB boot-up. Built for 1U systems, this powerful device is smaller than a one dollar coin, and frees up otherwise dead space on your motherboard. To meet the requirements of tomorrow’s cloud hardware, Innodisk invested internal R&D resources to develop our SATA III series of products. The SATA III SATADOM boasts 500/180MBs R/W Speeds respectively, or double R/W Speed of SATA II products.
14th International Cloud Expo, held on June 10–12, 2014 at the Javits Center in New York City, featured three content-packed days with a rich array of sessions about the business and technical value of cloud computing, Internet of Things, Big Data, and DevOps led by exceptional speakers from every sector of the IT ecosystem. The Cloud Expo series is the fastest-growing Enterprise IT event in the past 10 years, devoted to every aspect of delivering massively scalable enterprise IT as a service.
As more applications and services move "to the cloud" (public or on-premise) cloud environments are increasingly adopting and building out traditional enterprise features. This in turn is enabling and encouraging cloud adoption from enterprise users. In many ways the definition is blurring as features like continuous operation, geo-distribution or on-demand capacity become the norm. NuoDB is involved in both building enterprise software and using enterprise cloud capabilities. In his session at 15th Cloud Expo, Seth Proctor, CTO at NuoDB, Inc., will discuss the experiences from building, deploying and using enterprise services and suggest some ways to approach moving enterprise applications into a cloud model.
Until recently, many organizations required specialized departments to perform mapping and geospatial analysis, and they used Esri on-premise solutions for that work. In his session at 15th Cloud Expo, Dave Peters, author of the Esri Press book Building a GIS, System Architecture Design Strategies for Managers, will discuss how Esri has successfully included the cloud as a fully integrated SaaS expansion of the ArcGIS mapping platform. Organizations that have incorporated Esri cloud-based applications and content within their business models are reaping huge benefits by directly leveraging cloud-based mapping and analysis capabilities within their existing enterprise investments. The ArcGIS mapping platform includes cloud-based content management and information resources to more widely, efficiently, and affordably deliver real-time actionable information and analysis capabilities to your organization.
Almost everyone sees the potential of Internet of Things but how can businesses truly unlock that potential. The key will be in the ability to discover business insight in the midst of an ocean of Big Data generated from billions of embedded devices via Systems of Discover. Businesses will also need to ensure that they can sustain that insight by leveraging the cloud for global reach, scale and elasticity. In his session at Internet of @ThingsExpo, Mac Devine, Distinguished Engineer at IBM, will discuss bringing these three elements together via Systems of Discover.
Cloud and Big Data present unique dilemmas: embracing the benefits of these new technologies while maintaining the security of your organization’s assets. When an outside party owns, controls and manages your infrastructure and computational resources, how can you be assured that sensitive data remains private and secure? How do you best protect data in mixed use cloud and big data infrastructure sets? Can you still satisfy the full range of reporting, compliance and regulatory requirements? In his session at 15th Cloud Expo, Derek Tumulak, Vice President of Product Management at Vormetric, will discuss how to address data security in cloud and Big Data environments so that your organization isn’t next week’s data breach headline.
The cloud is everywhere and growing, and with it SaaS has become an accepted means for software delivery. SaaS is more than just a technology, it is a thriving business model estimated to be worth around $53 billion dollars by 2015, according to IDC. The question is – how do you build and scale a profitable SaaS business model? In his session at 15th Cloud Expo, Jason Cumberland, Vice President, SaaS Solutions at Dimension Data, will give the audience an understanding of common mistakes businesses make when transitioning to SaaS; how to avoid them; and how to build a profitable and scalable SaaS business.
SYS-CON Events announced today that Gridstore™, the leader in software-defined storage (SDS) purpose-built for Windows Servers and Hyper-V, will exhibit at SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Gridstore™ is the leader in software-defined storage purpose built for virtualization that is designed to accelerate applications in virtualized environments. Using its patented Server-Side Virtual Controller™ Technology (SVCT) to eliminate the I/O blender effect and accelerate applications Gridstore delivers vmOptimized™ Storage that self-optimizes to each application or VM across both virtual and physical environments. Leveraging a grid architecture, Gridstore delivers the first end-to-end storage QoS to ensure the most important App or VM performance is never compromised. The storage grid, that uses Gridstore’s performance optimized nodes or capacity optimized nodes, starts with as few a...
SYS-CON Events announced today that Solgenia, the global market leader in Cloud Collaboration and Cloud Infrastructure software solutions, will exhibit at SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Solgenia is the global market leader in Cloud Collaboration and Cloud Infrastructure software solutions. Designed to “Bridge the Gap” between personal and professional social, mobile and cloud user experiences, our solutions help large and medium-sized organizations dramatically improve productivity, reduce collaboration costs, and increase the overall enterprise value by bringing collaboration and infrastructure solutions to the cloud.
Cloud computing started a technology revolution; now DevOps is driving that revolution forward. By enabling new approaches to service delivery, cloud and DevOps together are delivering even greater speed, agility, and efficiency. No wonder leading innovators are adopting DevOps and cloud together! In his session at DevOps Summit, Andi Mann, Vice President of Strategic Solutions at CA Technologies, will explore the synergies in these two approaches, with practical tips, techniques, research data, war stories, case studies, and recommendations.
Enterprises require the performance, agility and on-demand access of the public cloud, and the management, security and compatibility of the private cloud. The solution? In his session at 15th Cloud Expo, Simone Brunozzi, VP and Chief Technologist(global role) for VMware, will explore how to unlock the power of the hybrid cloud and the steps to get there. He'll discuss the challenges that conventional approaches to both public and private cloud computing, and outline the tough decisions that must be made to accelerate the journey to the hybrid cloud. As part of the transition, an Infrastructure-as-a-Service model will enable enterprise IT to build services beyond their data center while owning what gets moved, when to move it, and for how long. IT can then move forward on what matters most to the organization that it supports – availability, agility and efficiency.
Every healthy ecosystem is diverse. This is especially true in cloud ecosystems, where portability and interoperability are more important than old enterprise models of proprietary ownership. In his session at 15th Cloud Expo, Mark Baker, Server Product Manager at Canonical/Ubuntu, will discuss how single vendors used to take the lead in creating and delivering technology, but in a cloud economy, where users want tools of their preference, when and where they need them, it makes no sense.