VoiceCon Spring 2008
Verint Systems Adds Encrypted Contact Recording to Witness Actionable Solutions
| Mar 19, 2008 | Contact Center Solutions | Show Update
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Analyst: Michael Barbagallo
Current Perspective: Positive
Vendor Importance: High
Market Impact: Moderate |
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Event Summary
March 17, 2008 -- Verint Systems Inc. announced recent enhancements to its contact center and enterprise recording software. In response to the guidelines established by the Payment Card Industry (PCI) Security Standards Council, the company offers optional encryption (provided by RSA Key Manager, which can be licensed with Verint Witness Actionable Solutions’ software) of recorded customer interactions in the contact center. The option is currently available from Verint Systems.
Analytical Summary
• Current Perspective: Positive on Verint Systems’ announcement that it will add encrypted interaction recording to its Witness Actionable Solutions (Witness), because it adds a significant layer of security to the quality management module and fulfills important Payment Card Industry Data Security Standards (PCI DSS) for the Witness system. Verint Systems’ partnership with RSA to implement RSA’s security key management systems provides a best-of-breed security structure from a successful and well-known partner.
• Vendor Importance: High to Verint Systems, because the inclusion of encrypted interaction recording makes Witness more competitive with financial enterprises and government contact centers, two large contact center markets, as well as any contact center that takes and stores customer personal data (such as credit card numbers).
• Market Impact: Moderate on the contact center market, because Verint Systems is a call recording market leader and the RSA solution provides features to its system that few workforce optimization vendors provide. PCI DSS are the de facto security standards of financial institutions and some large retailers; with more enterprises embracing these standards, it is important for venders to build these into their applications.
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Competitive Positives and Concerns
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