10 bank fraud lessons of 2012

TRUSTID

Throughout 2012, we’ve covered many issues around the threats and authentication solutions that directly affect call center environments. As we gear up for a new year, I wanted to take a look back at some of the lessons of 2012, and what we learned that can help us better protect our customers and business information moving ahead. As much as we’d like to think that remote banking is safe, the reality is threats across all customer channels still exist.

Reflections on Interactions 2012

Customer Interactions

I’m just back from Interactions 2012 in Nashville where over 1,500 NICE customers, and NICE business and technology partners shared information and best practices, and learned about new solutions for their organizations. The transition of the security industry from reactive to predictive was a major theme throughout the security breakout sessions.

Visit NICE at ICS West 2012

Customer Interactions

The exhibits for ICS West 2012 open today at the Sands Convention Center in Las Vegas, and of course, NICE is there. If you’re attending the show, I encourage you to make time to drop by our booth (#6087). We’re taking the opportunity to demonstrate the latest enhancements to our product portfolio and discuss how our solutions address security, safety and operational risks in three dimensions: cross-time, cross-function and cross-market.

3 Keys to Employee Engagement from Coach K

Beyond Morale

Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? Have you ever stopped to ask why there are coaches and teams that are consistently at the top? Have you wondered why these programs produce leaders that go to create other winning teams?

Training will not Fix a Toxic Workplace

Beyond Morale

There have been times when I have entered a workplace and just felt the weight of the emotional tension. The air was so thick that it was hard to breathe despite it being a smoke free environment.

Lots of Excitement in Store for APCO 2012

Customer Interactions

Billed as “public safety communications biggest event of the year,” the APCO conference is always exciting and I’m especially looking forward to attending this year. Next Generation 9-1-1 is now starting to move from the drawing board to reality, and as it does, PSAPs will have access to many new information sources through shared IP networks. As they do, they will be looking for solutions to transform this data into insight for decisive action.

Hold those employees accountable, not me

Beyond Morale

Why is it employees want consequences placed on others that they wouldn’t place on themselves? It is very typical that people ask me what my opinion is about certain real-life and hypothetical situations in order to extract my opinion. The other day I was conducting a business briefing and was asked how I would respond to a real situation that my questioner Mark experienced.

Stronger customer authentication only way to mitigate risk of bank fraud

TRUSTID

Sitting at the core of every financial transaction is trust. Without it, or worse, relying on unvalidated resources like personal identifiable information (PII) to identify customers, puts every banking transaction at risk. The recent article, “$850 Million Scheme Exploited Facebook: Authentication, Secure Browsing Would Have Reduced Losses,” illustrates just how important customer authentication is.

Real-time telephone authentication needed to identify risky in-bound calls

TRUSTID

Card-not-present (CNP) fraud and account takeover typically refer to online crimes, but an increasing number of criminals are targeting call centers to perpetrate crimes that are normally associated with the Internet. With financial institutions pouring so much effort and investment in online security strategies, banks really need to consider the same when protecting their call centers.

Customer-Centricity Is Not the Solution; It’s the Problem

Sampson Lee

I just read a blog post by Bob Thompson titled “Starbucks is customer-centric, because it listened… to ME.” ” To summarize the post in a few sentences: Bob is a regular customer of a Starbucks store near his house. He had an unsatisfactory experience with that store. He then wrote to Starbucks to voice his dissatisfaction. […]. Blog Customer Experience Customer Strategy Editor's Pick

My Vision of the PSAP of the Future

Customer Interactions

As an industry, 9-1-1 is on the threshold of some big changes. NG9-1-1 and consolidation are two. But those aren’t the only trends that will shape the PSAP of the future. Let me share my vision with you. Every week, I read about more and more municipalities undertaking or expanding city-wide video surveillance initiatives. Of course, the focal point for these programs is typically the city surveillance center.

Video Surveillance: What’s Trending in 2013?

Customer Interactions

As we approach 2013, it’s a good time to take note of some of the trends in Video Surveillance that will likely gain traction in the New Year. Fortunately for organizations, many of these trends eliminate expensive rip and replace costs that in the past have prohibited the adoption of new technologies. Instead, the market in 2013 is shifting towards solutions for cost-effective migration that leverage and boost the capabilities of existing infrastructure.

SaaS 38

Does Having a Net Promoter Score Really Net You Anything?

CX Chronicle

It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? First of all, it''s a metric, and a calculated metric at that. As a metric it''s also simply a number. Today''s temperature is a number. The Dow Jones daily average is a number. The latest Olympic achievement involves a number.

NICE Casts Its Magic over the Home of the Hogwarts Express

Customer Interactions

Following a major refurbishment, an iconic new concourse opened in March 2012. In the famed Harry Potter movies, when the young wizard, Harry, begins each new school year he catches the Hogwarts Express, which departs from platform 9¾ at King’s Cross station in London. Visit King’s Cross today and you will see signs for J. Rowling’s fictional platform. But it is behind the scenes that the real magic is happening. The historic station opened in 1852.

Security Essen – Then and Now

Customer Interactions

Dr. Bob Banerjee, observed a similar craze at ASIS 2012 in September. If you’ve never been to Security Essen, it’s quite the experience. By far one of the largest trade fairs for security technology in the world, the event is a global security microcosm, attracting over 39,000 attendees from 115 countries. Security Essen takes place every two years. Prior to this year, my last trip to Security Essen was back in 2008.

Small City Makes Big Strides with NICE Technology

Customer Interactions

The City of Bethlehem (PA) Communications Center isn’t your typical 9-1-1 center. In addition to handling emergency calls, telecommunicators at the center monitor the city’s surveillance camera network. Since its inception in 2009, the wireless surveillance network has been credited with solving crimes and improving response times. But there’s another twist to the story that few know.

Security Companies Bet on Latin America

Customer Interactions

The business world’s attention is on Latin America. More specifically, on Brazil. With purchasing power expanding across all socio-economic classes, the Brazilian economy is booming. Furthermore, while the global economic recession has affected public and private spending in other countries around the world, it has not touched Brazil, which makes the country even more attractive for foreign companies looking to ride the wave of growth.

Owning the Decisive Moment: What Olympians and Organizations Have in Common

Customer Interactions

As the 2012 summer Olympics came to a close recently, I found myself reflecting on the great moments of the games. The 2012 Olympics may be over, but many of the athletes are already hard at work preparing for their next competition. There were moments of success, excitement, expectation and disappointment.

Denera White: An Outstanding PSAP Telecommunicator

Customer Interactions

In February 2012, as I was thinking about who to nominate, a call came in to our PSAP. I am so pleased Denera was recognized as the 2012 PSAPs’ Finest Telecommunicator of the Year. How do you choose one employee over another when it comes time to nominate someone for the PSAPs’ Finest Telecommunicator of the Year Award? Each telecommunicator I supervise contributes so much to our department. Each one is skilled, kind, and dedicated.

Sick of Waiting in Line? Video Analytics can Improve Customer Experience

Customer Interactions

As a frequent international traveler, I spend a lot of time in airports. Like most travelers, my main focus is getting from one place to the next in as little time as possible. The process of check-in, security, passport control, and boarding are like a series of travel hurdles. If I get through them quickly, I’m happy. If not, I, like most of the others in line with me, start muttering a range of frustrated thoughts. The longer the wait, the louder the muttering gets throughout the line.

The Pros of PSAP Consolidation

Customer Interactions

When you hear the word ‘consolidation,’ the first things that come to mind are somewhat negative: shutting down call centers to create a single larger one; saving money by using fewer staff, fewer systems, and reducing overhead; and so on. While on the surface, the main purpose of consolidation might be to save money, consolidation is actually one of the best ways to improve operations.

Clearing the fog of confusion between PSIM and VMS

Customer Interactions

I returned from TechSec 2012 in Delray Beach, FL about a week ago. The conference attracted a great audience, evenly balanced between end users, consultants and integrators. Martha Entwistle kick-started our TechSec session on "PSIM, PSIM-Lite and VMS - Solving Problems outside the Acronym Box." I presented the essential concepts, but my guest panelists brought those concepts to life with genuine vendor-neutral case studies.

What can happen in 60 minutes?

Customer Interactions

Just think about what you''ve done in the last hour. Is it possible you were touched by a NICE security solution without even knowing it? With thousands of deployments worldwide in airports, transit systems, banks, major landmarks and city centers, NICE security solutions are making the world a safer, more secure place.

Urgent Communications’ Glenn Bischoff Interviews NICE’s Diamond Chaflawee at NENA

Customer Interactions

Urgent Communications’ Editor Glenn Bischoff recently caught up with Diamond Chaflawee, NICE Systems’ Director of Marketing for the Public Safety Sector, at NENA. Diamond gave Glenn a primer on NICE Inform’s Next Gen 9-1-1 capabilities and talked about some of the new features of Inform coming down the road.

Four Things I’ve Learned from the PSIM Workshops

Customer Interactions

Frost & Sullivan first identified a PSIM education gap in a June 2012 market report on the global PSIM market. It has now been about half a year since I moderated my first PSIM workshop. I’ve run seven of them to date. Participants have run the gambit from consultants and integrators to utilities, oil and gas, banks, transit operations, cities, entertainment companies, police and fire departments, airports, and emergency management professionals.

NICE “Security Analyst” Jamie Wilson Reflects on Stadium Security

Customer Interactions

In this blog published in SMT Online, NICE’s EMEA Security marketing manager Jamie Wilson, a security expert and self-described sports enthusiast, examines the current state of stadium security in light of recent events and the upcoming London 2012 Olympics games.

Will 2013 be the PSIM Tipping Point for Public Safety?

Customer Interactions

Last week I had the distinct pleasure and honor of attending, and speaking at, the premiere conference on urban security and municipal surveillance, Secured Cities, in Philadelphia. Philadelphia Mayor Michael Nutter gave an inspiring keynote on how safety and security contribute to the prosperous development of cities, in particular Philadelphia.

Security Takes Center Stage at Secutech Thailand

Customer Interactions

In fact, you might be surprised to know that Thailand is one of the largest security markets in Southeast Asia with an estimated annual sales potential of over 300 million USD and a 30% projected growth rate for 2012. NICE joined forces with our partner Vivotek last week to showcase our innovative security solutions at Secutech Thailand, Thailand’s only professional conference dedicated to municipal security, disaster prevention, and homeland security.

9 Ways PSIM Can Help Companies Cope with Security Growing Pains

Customer Interactions

Some companies grow the old fashioned way (organically). Others expand their footprint through mergers and acquisitions. Either way, companies can face “growing pains” when it comes to managing security operations. For example, companies that grow organically tend to add physical security systems with each changing of the guard, as new management comes in.

Promoting the Power and Potential of PSIM

Customer Interactions

Last week I read with great interest a report published by the Frost & Sullivan analyst group, which places the PSIM (Physical Security Information Management) market under the microscope. It is clear that the momentum for PSIM is growing daily. The report revealed that approximately $150 million of revenue was earned for PSIM solutions during 2011, and it predicted exponential growth, with a potential market sizing of $2.8 billion by 2021.

GSN Award Reflections

Customer Interactions

This is a real honor and another indication of our leadership in the PSIM market, on the heals of our ranking as a Tier 1 PSIM Company by Frost & Sullivan, and being named the PSIM world market leader in IMS’s latest report (The World Market for PSIM Software – 2012 Edition). Last Thursday I attended the GSN Homeland Security Awards banquet with my NICE colleague Mike Meader. A couple hundred people were there.

Lessons from ASIS: If it looks like a duck, quacks like a duck, take a closer look

Customer Interactions

” But fresh off my trip to ASIS 2012 in Philadelphia, I can emphatically state that’s not always the case. We’ve all heard the saying, “If it looks like a duck and walks/quacks/flies/etc. like a duck, it’s probably a duck.” Sometimes, it pays to take a closer look. As I perused the show floor and booths at ASIS, I realized that things are not always as they appear.

It’s Time for Public Safety to Embrace the Cloud

Customer Interactions

Today, many companies are turning to cloud-based computing to increase their capacity and capabilities, or to add services on demand, without the downside of expensive infrastructure costs and higher support staff headcount. While companies are embracing the cloud in record numbers, for the most part, Public Safety agencies have historically shied away from hosted solutions that put control in the hands of outside entities.

Benefitting from Today’s Advanced IP Video Capabilities without Breaking the Bank

Customer Interactions

Source: IMS Research, IP Trends in Security – A Survey of Systems Integrators and Installers in Europe and North America– 2012 Edition. According to an IMS Research forecast, 2013 will be the tipping point wherein networked or IP video surveillance equipment sales will overtake analog video surveillance equipment sales.

Denera White: An Outstanding PSAP Telecommunicator

Customer Interactions

In February 2012, as I was thinking about who to nominate, a call came in to our PSAP. I am so pleased Denera was recognized as the 2012 PSAPs’ Finest Telecommunicator of the Year. How do you choose one employee over another when it comes time to nominate someone for the PSAPs’ Finest Telecommunicator of the Year Award? Each telecommunicator I supervise contributes so much to our department. Each one is skilled, kind, and dedicated.

Three-City Stop: GDSF China

Customer Interactions

We just wrapped up the GDSF (Global Digital Surveillance Forum) three-conference series in China. Stopping in Beijing (July 4-5), Shanghai (July 12), and Guangzhou (August 7-8), the events were a great opportunity to meet with system integrators, industry consultants, and end users in order to better understand the Chinese security market. So, what’s hot in the market right now?

Explosive-Sniffing Mice and Other Homeland Security Tech Innovations

Customer Interactions

Last week, I attended the 2nd Israel Homeland Security (HLS) conference in Tel Aviv. I was in good company. Over 2,000 government ministers, mayors, police chiefs, heads of intelligence organizations and homeland security companies were there as well, representing every corner of the world and every key sector – from cities, seaports and airports to critical infrastructure.

New Strategies for Addressing Airport Security Risks

Customer Interactions

Recently, I had the pleasure of speaking with Max Flight, host of the Airplane Geeks podcast. Max Flight and the other Airplane Geeks hosts are pretty passionate about everything related to airplanes, airports and air travel, so their weekly broadcast topics run the full gamut. What many of us take for granted – namely, the ability to hop on a plane and be on another continent in mere hours – Max Flight and the other “airplane geeks” clearly don’t.

Second Time’s a Charm: NICE Inform takes APCO Hot Products Award Again

Customer Interactions

I was excited to learn that the newest release of our NICE Inform incident information management solution received an APCO Hot Products Award. This is the second time NICE Inform has been recognized as an APCO ‘hot product,’ the first time being in 2009. It fills me with pride to realize that the vision I first laid out on paper almost a decade ago has been realized.

Bringing Clarity to PSIM and VMS

Customer Interactions

The term PSIM was coined within the physical security industry to describe a software platform that integrates different security systems and sensors. But can’t you do the same with VMS? In this article in the May issue of Security Dealer & Integrator, NICE’s Dr. Bob Banerjee explains why this definition of PSIM barely scratches the surface and gets to the bottom of the question on everyone’s mind: what’s the difference between PSIM and VMS?