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 Microsoft Azure and Amazon AWS.  Data is encrypted at rest, in motion and in use to meet PCI and HIPAA compliance standards.

Our primary multi-channel contact 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. 

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.

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

  • Ability to create credit card field restrictions that block entire credit card data appearing on agent monitors

In-house servers reside 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.