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emite’s Commitment to Security – SOC2 Certification 

SOC2 Certification 

Prophecy International is committed to protecting customer data and maintaining robust information security practices. 

On 27 September 2024, emite successfully completed a SOC2 Type 2 audit. This certification covers the period from January 1 2024 to June 30 2024, and was conducted by Grant Thornton Audit Pty Limited, an independent auditing firm. 

SOC2 (Service Organization Control 2) is a framework for managing data security, availability, processing integrity, confidentiality, and privacy.  

SOC2 compliance is crucial for businesses that handle sensitive customer data. It provides assurance to our clients that we have implemented stringent controls to protect their information. By achieving SOC2 compliance, we demonstrate our dedication to maintaining the highest standards of security and data management. 

Scope of the SOC2 audit 

The audit was conducted in accordance with attestation standards established by the American Institute of Certified Public Accountants (AICPA) and the International Standard on Assurance Engagements (ISAE) 3000 (Revised), providing a rigorous and credible evaluation process. 

The SOC2 audit covered the description of our technology platforms and assessed the suitability of design and operating effectiveness of our controls. This comprehensive approach reflects our operations and confirms that our controls are both well-designed and functioning effectively to meet SOC2 requirements. 

Key requirements met by emite 

  • Comprehensive system description and controls for our technology platforms. 
  • Adherence to trust services criteria for security, availability, processing integrity, confidentiality, and privacy. 
  • Suitable design and implementation of controls. 
  • Effective operation of controls throughout the audit period. 
  • Transparent communication with auditors. 
  • Robust internal evaluation processes. 
  • Compliance with relevant laws and regulations. 
  • Ongoing monitoring and improvement of security measures. 

Management commitment 

emite’s management takes full responsibility for the system description, control design, and adherence to trust services criteria. We are dedicated to maintaining our compliance and continuously improving our security measures to protect our clients’ data. 

Our commitment to SOC2 compliance is ongoing. As of the date of our certification, there have been no significant changes or events affecting our compliance status. We continue to monitor and maintain our systems and controls for consistent adherence to SOC2 standards. 

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emite’s Commitment to Security – ISO 27001

ISO 27001 Certification

Prophecy International is continuously investing time and resources to meet customers’ strict requirements for internal controls over financial reporting and data protection across a variety of highly regulated industries. We are pleased to announce that Prophecy International has successfully completed ISO 27001 certification for its applications Snare and emite, covering the development and delivery of the environments within the organisational units of Intersect Alliance International Pty Ltd (Snare) and emite Pty Ltd (emite). 

The certification was completed by SAI Global in Australia, covering ISO/IEC 27001:2022 for the scope of “The Information Security as related to the development and delivery of the Snare and emite solutions as defined in the Statement of Applicability version 1.0 dated June 2024.”  Certification is valid as of 30 September 2024 with certificate number ITGOV40332. 

The issuance of this certificate reaffirms our commitment to internal control and data protection. Customers may use this third-party audit to assess how Prophecy International software and services can meet their compliance and data-processing needs. 

Information is the lifeblood of most contemporary organisations. It provides intelligence, commercial advantage, and plans that drive success. Most organisations store these highly prized information assets electronically. Therefore, protection of these assets from either deliberate or accidental loss, compromise, or destruction is increasingly important.

ISO 27001 is a risk-based compliance framework designed to help organisations effectively manage information security. 

Having an international standard for information security allows a common framework for managing security across business and across borders. Within an ever more connected world, the security of information is increasingly important.

Data and information need to be safe, secure, and accessible. The security of information is important for personal privacy, confidentiality of financial and health information, and the smooth functioning of systems and supply chains that we rely on in today’s interconnected world.

 ISO 27001 provides the framework for organisations and security teams to effectively manage risk, select security controls, and most importantly, a process to achieve, maintain, and prove compliance with the standard. Adoption of ISO 27001 provides real credibility that we understand security and take security seriously. 

ISO 27001 is made up of a number of short clauses, and a much longer Annex listing 93 controls. The most important of the short clauses relate to: 

  • The organisational context and stakeholders 
  • Information security leadership and high-level support
  • Planning of an Information Security Management System (ISMS), including risk assessment; risk treatment 
  • Supporting an ISMS
  • Making an ISMS operational 
  • Reviewing the system’s performance 
  • Adopting an approach for corrective actions. 

Based on the risk profile of the organisation, controls may be selected to manage identified risks. Within the Annex, the 93 listed controls are broken down into Organisational, People, Physical and Technological controls covering: 

  1. Information security policies. 
  2. Organisation of information security. 
  3. Human resource security. 
  4. Asset management. 
  5. Access control. 
  6. Cryptography. 
  7. Physical and environmental security. 
  8. Operations security. 
  9. Communications security. 
  10. System acquisition, development and maintenance. 
  11. Supplier relationships. 
  12. Information security incident management. 
  13. Information security aspects of business continuity management. 
  14. Compliance. 

How Snare and emite can help 

There is an increasing global need to enhance security, no matter the size of an organisation or the industry. One step towards securing your organisation is choosing suppliers who have not only demonstrated a commitment to security but have the certifications to back it up. Our priority is your security – let us know how we can help! 

Contact your regional Snare or emite team. 

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SOFTEL Communications partners with Prophecy International to deliver superior, data-driven customer experience solutions

Learn how Emite is helping a very large multinational corporation remove data silos from contact center reporting, enhance the performance of the contact center, and improve agent performance.

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2023 Australian Export Awards recognise Prophecy International for excellence in Advanced Technologies

Learn how Emite is helping a very large multinational corporation remove data silos from contact center reporting, enhance the performance of the contact center, and improve agent performance.

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Emite sponsors Customer Contact Week Fall (CCW Fall) | Nashville

UPCOMING EVENT

Emite sponsors Customer Contact Week Fall (CCW Fall) | Nashville

Join emite at the world’s largest customer content event series. Customer Contact Week Nashville gathers thousands of customer contact and customer experience (CX) executives from around the world to address the challenges that CX leaders and teams face, as well as the solutions that drive better customer service and return on investments (ROI).


Booth #408 | October 11-13 | Grand Hyatt Nashville


BOOK A MEETING AT THE EVENT

TOP INDUSTRY SPEAKERS, THOUSANDS OF LEADERS, CUTTING-EDGE CX INSIGHTS


CCW Nashville showcases cutting-edge technology, innovative solutions, and ground-breaking trends in CX, brought to you by the industry’s leading suppliers. Spend three days discovering what ideas and solutions are elevating customer contact strategies to new heights.

Come meet us at CCW Nashville! Use our discount code EMITE_CCW when you register to take 20% off your conference passes.


Register for CCW Nashville

Unlock Data Value to Increase CX Performance

Break down data silos and access the value of your data for improved contact centers, CX, and ROI.


emite account executive and host of the BTB Project podcast, Kollman Gearhart will lead a fireside chat moderated by the managing director and principal analyst of Customer Management Practice (CMP), Brian Cantor. The session will delve into the challenges of data silos for modern contact centers. Attend the discussion to discover what causes data silos, how to break them down, and how the resulting benefits will drive improved CX, business outcomes, and return on investment for CX initiatives.


Date: Thursday 12 October 2023

Time: 1:30 pm – 2:15 pm CST

Location: Diplomat D meeting room | Grand Hyatt Nashville

UNLOCK DATA INSIGHTS

Improve your organization’s contact center analytics through premier quality CX insights with emite. Register for the event and book a meeting with our team while open time slots are still available.


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Genesys G Summit ANZ

Join us at the Genesys G Summit event & learn why business leaders are choosing emite to provide premium quality CX insights.

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Genesys Xperience 2022

Join us at the Genesys Xperience virtual event & learn why business leaders are choosing emite to provide premium quality CX insights.

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Trusting emite As a Part of Your CX Technology Stack

5 things to do right now that help mitigate a cyber breach or attack

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Prophecy International Announces Appointment of Steve Dunn as Director of Business Development for emite

Prophecy International Announces Appointment of Steve Dunn as Director of Business Development for emite

Denver, CO – Prophecy International (AXS:PRO) has announced the appointment of Steve Dunn as Director of Business Development for emite, a subsidiary of Prophecy International known for delivering advanced customer intelligence data to contact centers worldwide. 

As Director of Business Development, Steve’s primary goal will be growing the company’s US-based enterprise division and working closely with emite Product, Marketing, and Sales teams to meet and exceed the unique contact center intelligence needs of new and existing customers across North America.  

“We are pleased to welcome Steve to the emite team here in the Americas,” says John Pappas, VP of the Americas for Prophecy International. “Steve brings decades of enterprise technology and SaaS experience to our team and he is essential to our continued growth in North America and worldwide.” 

Steve brings over 35-years of industry experience to emite, having worked in key enterprise sales and business development roles for AT&T, Lucent Technologies/Bell Labs/Alcatel, and Unix Application Sales at NCR.   

“As the Director of Business Development for emite, my primary goal is driving ROI for our customers. Seeing the way emite’s business analytics and intelligence can drive improved customer satisfaction and improve business outcomes inspires me to introduce the product and its capabilities to enterprise organizations across North America,” says Dunn. “I am a consumer too and I believe a lot of enterprise companies have a long way to go in improving digital customer experiences. I am excited to work for a company that is working continuously on a solution to improve that.” 
 

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About Prophecy International Holdings Limited 

 
Prophecy International Holdings Limited is a listed Australian software company. Our two products are Snare and emite. CX Intelligence by emite provides a SaaS based real time and historical analytics platform, dashboards, wallboards, KPI and orchestration products for Customer Experience, Contact Center environments. The Snare product suite is a highly scalable platform of Centralized Log Management and Security Analytics products designed to enable customers to detect and manage cyber threats in real time & maintain regulatory compliance. 

Prophecy operates globally from Adelaide and Sydney in Australia, London in the United Kingdom and in Denver, USA. 

About emite  

emite is the Company’s SaaS-based real time and historical customer experience and contact (call) centre analytics platform, helping businesses to visualise their customer’s journey and understand their level of happiness during the entire journey. emite empowers Prophecy’s customers to understand, visualise and measure the entire engagement of their customers with their company regardless of where they came from, how they made contact (via voice, chat or email) or what they want from the interaction.  

emite helps large Enterprise and Government customers, with contact centres of more than 500 agents, to maximise their customer service and revenue opportunity and ensure maximum efficiency of their customer engagement tools, processes, systems and people. emite last year was sold in more than 14 countries to customers in the Genesys, Amazon and Avaya ecosystems, and includes dashboards, wallboards, KPI and process orchestration products.  

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Prophecy Signs Humana

Prophecy signs US health insurer Humana, the largest SaaS customer in the company’s history

• Prophecy agrees to provide emite to Humana Inc. (NYSE: HUM) for an initial term of 3 years, with a minimum commitment of AUD$1.784M million in annualised recurring revenue (ARR) and total contract value of AUD$5.518 million over the initial term. emite ARR now exceeds $10 million. 

• With over 48,000 employees, a market capitalisation of over US$50 billion and a contact centre environment manned by 25,000 agents, Humana is one of the biggest health insurance providers in the US market. 

• emite is Prophecy’s SaaS-based contact (call) centre analytics platform, helping large Enterprise and Government customers to maximise their customer service and revenue opportunities and ensure maximum efficiency of their customer engagement tools, processes, systems and people. 

Sydney— Thursday, 7 October 2021— Business software developer Prophecy International Holdings Ltd (ASX: PRO, “Prophecy” or “the Company”) is pleased to advise of accelerating momentum in its emite business, following the largest individual sale in the company’s history with a total contract value of $5.518 million. 

About emite 

emite is the Company’s SaaS-based real time and historical customer experience and contact (call) centre analytics platform, helping businesses to visualise their customer’s journey and understand their level of happiness during the entire journey. emite empowers Prophecy’s customers to understand, visualise and measure the entire engagement of their customers with their company regardless of where they came from, how they made contact (via voice, chat or email) or what they want from the interaction. 

emite helps large Enterprise and Government customers, with contact centres of more than 500 agents, to maximise their customer service and revenue opportunity and ensure maximum efficiency of their customer engagement tools, processes, systems and people. emite last year was sold in more than 14 countries to customers in the Genesys, Amazon and Avaya ecosystems, and includes dashboards, wallboards, KPI and process orchestration products. 

About Humana 

Humana Inc. (NYSE: HUM) is a for-profit health insurance company based in Louisville, Kentucky in the USA. In 2021 Humana ranked 41 on the Fortune 500 list. With over 48,000 employees and a market capitalisation of over US$50 billion, Humana is one of the biggest health insurance providers in the US market. 

Humana’s contact centre environment is manned by 25,000 contact centre agents. Through Prophecy’s emite solution, Humana will gain access to advanced analytics and real time insight along with historical trend data to enhance Humana’s customer experience. 

Contract details 

Prophecy has agreed to provide emite to Humana for an initial term of 3 years, with a minimum commitment of AUD$1.783 million per annum over the contract term. Additional professional services for implementation and configuration valued at $167,000 are included in the agreement, bringing the total contract value to AUD$5.518 million over the initial term. 

This contract was secured through the Genesys AppFoundry partnership as part of a Genesys transaction. emite is a Platinum Genesys Appfoundry Partner. 

Prophecy International CEO, Brad Thomas, said: 

“We are delighted to welcome Humana as a new emite customer. Given Humana’s standing as one of the strongest participants in the US healthcare market, we are excited by the opportunity to strengthen Humana’s ability to provide high-quality, whole-person healthcare and support superior outcomes for patients across all of its lines of business. 

“A contract of this nature is material to Prophecy as it, along with other recently-signed emite customers, boost the annualised recurring revenue (ARR) for the emite business to more than AUD$10 million. This growth reflects our continuous improvement of emite’s functionality as large enterprise and government have embraced cloud services. 

“We forecast emite’s impressive performance to continue in FY22 supported by several growth drivers, and look forward to updating investors on broader progress across the business in the near future.” 

Download the release

Authorised by: Brad Thomas, CEO 

Investor and Media Contact: 

Brad Thomas, CEO 

About Prophecy International Holdings Limited


Prophecy International Holdings Limited is a listed Australian software company. Our two products are Snare and emite. CX Intelligence by emite provides a SaaS based real time and historical analytics platform, dashboards, wallboards, KPI and orchestration products for Customer Experience, Contact Center environments. The Snare product suite is a highly scalable platform of Centralized Log Management and Security Analytics products designed to enable customers to detect and manage cyber threats in real time & maintain regulatory compliance.

Prophecy operates globally from Adelaide and Sydney in Australia, London in the United Kingdom and in Denver, USA.

M +61 419 697 359 

E: bthomas@prophecyinternational.com 

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