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Focus on Security and Infrastructure – From NICE inContact’s CISO

With the increased profile of information security and compliance in recent months, NICE inContact has taken an even more vigilant stance than ever on protecting our infrastructure and our customer’s accounts. As the Chief Information Security Officer of the company, my role focuses on developing and maintaining an envelope of security over all our services and ensuring that my team is persistently monitoring for any vulnerability and intrusion attempt. To answer potential threats, my team has deployed a series of countermeasures and detection methods including:

  • Detection monitoring and persistent surveillance tools to identify potential attacks and irregularities in network activity,
  • Penetration testing with external and internal sources to identify potential vulnerabilities,
  • Redundant network services to provide a backup in the event of a system failure or attack, and
  • Robust compliance, audits, reports, and accountability to ensure we meet or exceed industry standards.

Recently, the NICE inContact team completed our first ever FedRAMP compliance audit with a “POSITIVE” recommendation; allowing NICE inContact to support the demanding requirements of the U.S. Federal Government. This type of audit is indicative of the security and compliance requirements that our team strives to achieve. With our next series of PCI, SOC, and HiTrust compliance audits, NICE inContact will continue to exceed industry standards in protecting our infrastructure and customer’s services.

As a prepare to support the busy holiday season, the Information Security and Compliance Team is aware of the requirement to maintain continuous services and connectivity around the globe. To protect against a loss of services through either an infrastructure failure or DDoS attack (Distributed Denial-of-Service), the Information Security team has aligned with our Network Operations Center (NOC) to immediately respond and retaliate against any attempt to disrupt service.