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California is cracking down on consumer privacy non-compliance, and the wave of regulation is just beginning. There’s a gap between what customers expect in data security and what organizations are, in fact, delivering. Contact centers should expect to come under real regulation scrutiny. Want to get ahead of the tidal wave? Smart compliance is easier than you think.

Voice-based authentication involves many interrelated processes involving coordination between contact center agents and fraud investigators. As transactions become an accepted unit of measure, it is important to proceed with caution when pricing seems too good to be true. Beware the trappings of a false economy.

In the world of contact centers and card payments, a day of reckoning is near. The Payment Card Data Security Standard has existed in some iteration since 2004. But PCI-DSS 4.0 is coming in early 2022 – which is months after it was initially expected, since given these complex times, this version requires still more rounds of feedback. What does that mean for your contact center? It means stock up, fortify, and brace yourself – 4.0 is going to be big.

Use of multi-factor authentication (MFA) is on the rise due to an increasing number of cybersecurity attacks, evolving work-from-home policies during the pandemic and new authentication standards. A security enhancement that verifies a user's identity by requiring two or more pieces of evidence when logging into or accessing an account, MFA was the top security technology to be adopted due to COVID-19.

People today are more connected, digitally, than ever before. Digitalization and technological advancements have fueled the adoption of connected devices, which are expected to reach nearly 31 billion units by 2024.

Just a few years back, the role of IT in the contact center focused largely on managing complex systems. Today, that environment has changed. As the cloud transformed how companies operate and how consumer prefer (and expect) to interact with the brands they do business with, IT found itself in a new role: that of delivering simplicity everywhere, with solutions that are easy to deploy, maintain and upgrade.

Happy birthday to the General Data Protection Regulation (GDPR). It’s been around now for three years and counting, but in that short time, privacy regulation has only become more and more important.