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Workforce Management Company Observe.AI Adds Certifications for Customer Data Security
Contact centers are often in the crosshairs of cyber thieves and hackers, and for good reason. They represent a central repository of sensitive customer information that could be used for identity theft, ransomware attacks, drained bank accounts and more.
As the cybersecurity threat landscape continues to evolve, contact centers increasingly need to mitigate risk. Failure to do so can costs brands upwards of millions in asset and intellectual property loss, exorbitant fines and legal fees, downtime and incident response, damaged reputation, and irreversible loss of customer trust and loyalty.
Intelligent contact center workforce platform solutions provider Observe.AI this week announced it has expanded its compliance certifications to include SOC 2 Type II and PCI (News - Alert) DSS Level 1. The new attestations provide independent, third-party validation that Observe.AI securely connects and orchestrates customer interaction data to the highest possible standard – with zero exceptions, according to the company in a statement.
“Keeping customer information safe, secure, and private is a top priority for us,” said Swapnil Jain, CEO and co-founder of Observe.AI. “Adding these two certifications reinforces our commitment to safeguarding data in accordance with the most stringent industry standards and best practices. What’s more, security for us goes beyond ensuring our platform meets industry benchmarks. It’s a core use case for our industry-leading conversation intelligence solution and innovations in QA and agent coaching.”
Jain added that Observe.AI provides a fully auditable trail of interaction data that empowers the company’s customers to achieve 100 percent compliance monitoring to avoid risk.
Observe.AI has enhanced compliance for contact centers in financial services, insurance, retail, healthcare, and more by introducing capabilities that maximize data security without slowing down the business. This includes Selective Redaction, which uses neural networks to intelligently and precisely redact sensitive customer information, without sacrificing insights for improving customer experience and revenue generation; and Auto QA, the first adaptive automation that transforms QA visibility to detect 100 percent of compliance issues.
Edited by Greg Tavarez
