Security & Productivity Software for Contact Centers

Protect valuable data, improve productivity, meet compliance requirements, and optimize your contact center operations with Teramind.

How Teramind Helps Contact Centers

Your agents typically handle sensitive data and are under strict compliance requirements; Teramind is your lifeline.

Detect fraud and insider threats.

Manage agents’ productivity.
Track & optimize process flows.
Protect sensitive data in motion.
Meet Contact Center Compliance

Solving Contact Center Security Challenges

Challenge

Sensitive Data Needs To be Protected

Contact centers serve a vital role in many companies but also present a unique set of security challenges.

Agents need to view and handle sensitive data to perform their duties.
Customers often share personal data via phone, chat, email, etc.
Companies you serve are often regulated and must protect sensitive data.

Solution

Protect Data in Motion
with Teramind’s DLP Features

Optical Character Recognition

Prevent users from printing sensitive data, even in renamed documents.

Keystroke Logging for Sensitive Data

Know anytime sensitive data is typed on the user’s keyboard outside of permitted applications.

Block Data Sharing Actions

Don’t allow users to share any sensitive datasets. Monitor for screenshares, lingering on a protected file, etc.

Block Copy-Paste Misuse

Prevent users from copying sensitive data into seemingly innocuous files or locations.

Block USB Misuse

Prevent users from downloading sensitive data to USB drives.

Block Email Misuse

Prevent users from emailing any set of protected data.

Challenge

Agent Oversight

Employing remote agents supports fiscal responsibility, cutting down on overhead, but they too present unique security challenges.
Physical oversight is impossible.
Visibility into endpoint behaviors is limited.

Machines may be dual-use at home.

Agents are highly vulnerable to insider risk.
High attrition increases risk of accidental insiders.

Solution

Granular Behavior Tracking

Time Stamped Screen Recording

Gain complete visibility into every action or just trigger recording for behavior alerts.

Session Player Audio Recording

Track the audio during user sessions to support robust, rapid investigations when you think you may have an issue.

Offline Activity Monitoring

Know everything that’s happening on work machines, even when they aren’t connected to the corporate network or the internet.

Website & Application Monitoring

See not only which apps and websites are being accessed and for how long, but also how each is being used.

Track Downloads & Installs

Protect your endpoints from shadow IT or unapproved downloads that could put your organization in harm’s way.

Block Any Action

Prevent accidental data leaks by blocking noncompliant user actions.

Solving Contact Center
Productivity Challenges

Challenge

Agent Churn & Burnout

Agents are humans, and humans can be unpredictable.
Process inconsistencies mean hit-and-miss quality.
When agents break protocol, there’s almost no way to know.
Lower productivity means longer customer hold times.
Unhappy customers are stressful for agents.
Burnout is common and causes drops in productivity.
High staff turnover rates are a constant challenge.

Solution

Productivity Monitoring

Activity Labeling

Label any activity, application, or website as productive or unproductive.

Idle Time Tracking

Track how long users are idle when it goes above and beyond normal breaks and meals during work hours.

Activity Falsification Detection

Detect anytime a user falsifies work activity with “mouse jigglers”, holding down keys on the keyboard, creating empty meetings, etc.

Work Habit Tracking

Identify the key habits of top performers to help train other employees. Or, identify and alert on habits that can be disengagement red flags.

Try Platform

With a Live Demo

Interact with a live deployment of Teramind
to see how it works.

Try Platform

With a Live Demo

Interact with a live deployment of Teramind
to see how it works.

What our Customers Say