HIPAA News

VirtualLogger Announces VirtualVault Security Enhancements for Call Centers

(Nov 25, 2008)-- Because security breaches can lead to fraud, identity theft, and financial and legal pain for the business that allows them, data security has become a critical component for call centers. VirtualLogger has designed VirtualVault, a secure data handling program to support this important business imperative. Every call center that handles credit card transactions must meet the requirements of the Payment Card Industry (PCI) data security standards. Health care companies must comply with Title II of HIPAA to control fraud and abuse. And on January 1, 2009, every business storing personal information on Massachusetts residents must adhere to that state's standards, which include encryption, secure passwords and other measures.

Before the advent of the VirtualLogger VirtualVault program, businesses were faced with daunting expenses to put security measures in place for their recording and quality monitoring systems. VirtualLogger removes the capital expense of implementing security by offering call recording on demand with built-in security measures – all without requiring a forklift upgrade normally associated with implementing recording systems that support state-of-the-art data security measures. VirtualLogger services are offered on a monthly basis, so all of the expenses associated with recording and security are met with a single low-cost monthly expense.

The VirtualLogger VirtualVault program includes 256-bit AES encryption, multiple levels of network protection, a highly-secure physical plant and other measures to comply with PCI, ISO 27002, HIPAA, GLBA and other security standards for call recording, screen capture, quality monitoring and related technology within a contact center. The program is the result of a two-year effort, leveraging the expertise of CISSP-certified security consultants, along with state of the art technology from Cisco, SonicWall, and others.

A major benefit of the VirtualLogger VirtualVault program is the ability to retrofit VirtualLogger technology onto existing recording systems. This approach enables VirtualLogger to secure existing recording systems without requiring a contact center to replace its existing recording infrastructure.

“The VirtualLogger mission is to offer affordable call center applications that eliminate the need for a “forklift upgrade”, said Jim Veilleux, President of VirtualLogger. “We developed VirtualVault security enhancements for our own recording clients and then realized this service could be offered to any call center with an existing recoding system. The VirtualLogger modular approach and “Software as a Service” offerings make it easy for clients to adopt VirtualVault without the upfront costs of traditional software licensing, and add significant new functionality to their existing recording system.”

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