Safeguarding customer privacy has become a major concern for most organizations. Ensuring that personal customer information such as social security numbers and credit card information is secured not only protects your customers; it is also mandatory for complying with the Payment Card Industry Data Security Standards (PCI DSS).

PCI DSS is a multi-faceted security standard which includes requirements for security management, policies, procedures, network architecture, software design and other critical protective measures.

To comply with all of the requirements, we offer advanced Privacy Control, access control tools, multi-tiered security design and end-to-end multimedia encryption capabilities. These capabilities prevent certain parts of a current interaction from being recorded and pauses recording in a total recording or interaction-based recording environment.

With Privacy Control, agents use recording on-demand to pause and resume interaction recording when sensitive or private information is being disclosed during a call.

Pause/resume functionality can be achieved in three ways:

• Screen Activity-Based – Implementation of the Desktop Analytics to detect specific events on the agent’s screen and trigger Pause and Resume commands to the audio and the screen recording. It enables monitoring and real-time response to application screen events and indicates to the agent if an interaction recording is paused.
• Manual – An agent-initiated command icon as part of the Recording On-Demand (ROD) application is installed on the agent’s computer with a single-click user interface.
• Automated – Is available through an API for third-party integrations. The interface is suitable for third-party or homegrown application integration (e.g., CRM, transaction processing).