How Desktop Analytics Automates PCI Compliance

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1 Building great customer experiences since 1972 Coordinated Systems, Inc. 165 Burnside Avenue, East Hartford, CT USA (860) How Desktop Analytics Automates PCI Compliance

2 WHAT IS PCI COMPLIANCE? Ensuring personal customer information such as social security numbers and credit card information is secured not only protects your customers, it is also mandatory for complying with the Payment Card Industry Data Security Standard (PCI DSS). In order to help alleviate PCI compliance concerns relative to call recording and workforce optimization, Coordinated Systems, Inc. (CSI) introduced Virtual Observer Desktop Analytics to help automate the process of ensuring PCI compliance. The PCI DSS is a multifaceted security standard which includes requirements for security management, policies, procedures, network architecture, software design and other critical protective measures. In recent years, the PCI Security Standards Council challenged the contact center environment by clarifying that interaction capturing solutions violate the PCI DSS requirement 3.2 whenever storing any sensitive authentication data, even if it is stored in the most secured fashion. WHAT IS VIRTUAL OBSERVER DESKTOP ANALYTICS? There are a tremendous number of applications for Desktop Analytics, but the first and foremost benefit is gained by customers looking to automate the process of eliminating sensitive data from their recorded interactions. Virtual Observer Desktop Analytics is a component-based software product providing application-to application connectivity. The technology which connects captures and automates desktop activities and tasks. The feature is gaining acceptance as a must-have component in most enterprise-class workforce optimization suites, providing insight into customer interactions throughout the enterprise. Virtual Observer Desktop Analytics can do much, much more than work with removing sensitive data, but for purposes of this discussion, we ll defer the additional capabilities until the end of the document. BENEFITS OF USING DESKTOP ANALYTICS The first and foremost benefit is gained by customers looking to automate the process of eliminating sensitive data from their recorded interactions. When implementing advanced PCI compliance functionality, Virtual Observer Desktop Analytics reduces task complexity and frees up IT resources for other needs. Page 2 of 5

3 HOW DESKTOP ANALYTICS WORKS Virtual Observer s Desktop Analytics integrates applications quickly and easily by automating data extraction, conversion and population of any desktop window. Built on a flexible architecture, enabling you to bring information from one application to another. This works by using the Virtual Observer Desktop Analytics feature to capture a customer's processes where they input credit card information (in a CRM, or an order entry system, for example). Once this process is logged, the system will be able to trigger Virtual Observer to stop recording once the process is initiated, and to resume recording once the agent ends a particular task. The trigger to pause and resume can be automated using Virtual Observer's Desktop Analytics features to fully automate this process. Essentially, a project will be built to monitor the arrival of a particular screen or the cursor entry into a particular field. This is accomplished using low level Windows API s to monitor handles and hooks presented by all applications to the Windows Run Time Layer. By monitoring these handles and hooks, the application can detect behavior from any and all end user application, including but not limited to, standard Windows Executable, COM Objects, ActiveX components,.net applications, Java Applications, Web Browsers and more. The arrival or presentation of a screen or field can trigger an event (e.g. the calling of our START web service. Similarly, the closing or ending of a screen, or departure from a field can also trigger an event (e.g. our STOP web service). Based on real analysis of screen activity, confidential information is simply NOT captured, rather than being captured and then masked. When an agent is on a call with a customer and the system is recording the voice and screen media of the interaction. The customer must disclose credit card details. In order to protect the customer in compliance with the PCI DSS, when the customer provides the validation code (Cvv2) of the credit card, the interaction recording is automatically paused according to the agent s screen activity (e.g., the system detects the field where the agent is entering the credit card details). After the customer discloses the information and it no longer appears on the screen, recording resumes based on the agent s screen activity (e.g., the system detects the agent completed entering the information in the field and continued to the next field or screen). CSI s professional services team will implement our desktop analytics solution remotely, greatly reducing your travel & expense costs. The specific process used for this application, or project, defined as capturing triggers to pause and resume recording: creating and configuring a project building the project testing the project creating or configuring a solution file (if the project is to be deployed using this method) deploying the project to end user PC s Page 3 of 5

4 TECHNICAL REQUIREMENTS Virtual Observer Desktop Analytics requires a 32-bit Windows client-based application installed on user desktops. Support for centralized distribution such as Microsoft System Management Server (SMS) is required. The minimum hardware specifications are: - Pentium II - 64 MB of RAM - 14 MB of free disk space - HLLAPI-compliant terminal emulator for host connectivity Operating Systems - Windows XP - Windows Vista - Windows 7 - Windows 8 Microsoft System Management Server 2.0 Terminal Emulation Software: - Rumba - Attachmate - Client Access - Reflections - Other HLLAPI Compliant Terminal Emulators ENSURING PCI COMPLIANCE To comply with all of the PCI DSS requirements, Virtual Observer offers granular, multi-tiered security design and end-to-end multimedia encryption capabilities. Virtual Observer was one of the first call recording solutions in the industry to offer 256-bit media encryption as an included feature. This, combined with our agent auditing feature, provides enough protection to satisfy most PCI compliance standards. Up until recently, CSI's LightsOut! API was able to write triggers to these events. LightsOut! has been utilized in the past by savvy IT staff who are able to implement code to pull this off. Now, with Desktop Analytics, coding is not required. The combination of our Desktop Analytics capabilities with the LightsOut! API provides advanced PCI compliance which will help please even the most strict assessors. Page 4 of 5

5 The process of programming your internal workflow to integrate with our APIs can be automated now through Virtual Observer Desktop Analytics, reducing your IT footprint and giving you a completely hands-free PCI Compliance option. WITH DESKTOP ANALYTICS, POSSIBILITIES ARE ENDLESS. Unlock the full potential in your contact center by exploring additional ways to utilize Virtual Observer Desktop Analytics, such as through automating the Agent Tagging process. Agent Tagging is an essential process for most contact centers, where the benefit is created from being able to tag calls as relative to a specific business need or function. Additionally, Virtual Observer Desktop Analytics can be engineered to: - Automatically captures multi-channel interactions, including calls, s and web chats via user-defined, screen-based triggers. - Captures employee desktop activity across all platforms and processes - Capture all keystrokes and online activities - Brings to light any ineffective application usage or misuse of technology - Automate many aspects of your workflow - Gain greater understanding into the agent workday - Reduce strain on IT resources by shifting to automated API triggers - Gain visibility into agent activities when they are not on the phone - Improves user efficiency by automating routine procedures entering data, searching/saving documents, generating letters and finding addresses Please feel free to utilize Coordinated Systems, Inc. (CSI) as a resource when investigating desktop analytics solutions, even if you are not currently a Virtual Observer call recording customer. We d be happy to run through some scenarios with you to further investigate your potential return on this breakthrough technology. Please visit for additional information and contact details. Page 5 of 5

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