Of increasing relevance to supermarkets and online grocery delivery businesses, PCI DSS is a set of comprehensive requirements for enhancing payment account data security, developed by the founding payment brands of the PCI Security Standards Council, including American Express, JCB International, MasterCard and Visa to help facilitate the broad adoption of consistent data security measures on a global basis. The PCI DSS must be met by all organizations (merchants and service providers) that transmit, process or store payment card data. Many organisations that are required to record telephone conversations also take credit card details over the phone from clients and accordingly the recording and storage of this data can become a PCI compliance issue.
The new VoiStore CCM call recorder from Storacall allows the sensitive credit card information of any telephone call to be masked from being recorded. This works by entering a code on the telephone keypad to start the masking and then after the data has been collected another code is input to stop the masking. An example of this is as follows:
The agent is about to take a credit card payment: They request that the client inputs *123 to start the masking (these codes can be configured to customers preference). The agent asking the client to input the details is recorded and proves ‘best practice’ so even if the client enters the wrong number the business has proven that it has tried to mask the information, thus complying with best endeavours. Once the credit card details have been taken the agent then inputs an alternative code (#123 for example) and the recording then resumes.
The nice thing about this feature is that the recording DOESN’T stop. When you playback the call from VoiStore you hear the agent asking the client to input the code, (the stop code is recorded), and then the call goes silent. It continues to play in real time (and the replay bar and time continues to progress) and once the agent has input the resume code the audio can be heard.
The new VoiStore CCM call recorder is a proven cost effective call recording solution and has the ability to record calls via handset, trunk, IP or any mixture of this technology and integrates to the majority of digital handsets, analogue trunks, Basic Rate ISDN, Primary Rate ISDN and VoIP. In addition the system includes advanced features including API & CRM integration as well as Record On Demand. The application software is built around open standards technologies and the hardware is based on COM components to give the benefit of simple integration, expandability and easy maintenance.
VoiStore CCM has a true web-based interface giving secure access to call recording playback, reporting and configuration locally via LAN, or globally via the Internet along with advanced voice compression technology to minimises the cost of archive storage and ensuring fast access recordings. All connectivity to the recorder is password protected, and an audit trail offers extra security and peace of mind.
For further information call Storacall Publicity on 01932 710710 today or email sales@storacall.co.uk
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