PCI DSS for Contact Centers: Perils & Pitfalls of Pause & Resume Call Recording

Presented by

Daniel Doherty, Founder, Viziulo; Bill Franklin, QSA at Coalfire Systems; David Scheidemantel, Solutions Consultant, Semafone

About this talk

Companies today must navigate a minefield of compliance and regulatory challenges, especially in highly regulated industries where call recording in contact centers is standard, if not a mandated requirement. At the same time, standards like the PCI DSS uphold that no Sensitive Authentication Data (SAD) from payment cards may be recorded at any time, creating a conundrum for companies trying to maintain full call recordings. Although Pause & Resume call recording methods have become a widely used contact center practice, it does not necessarily deliver guaranteed or robust PCI DSS compliance. In fact, these solutions often cause more problems than they solve – and these flaws can result in systemic governance failures. Watch this informative webinar featuring some of the leading experts in the financial services and payments security spaces where we'll cover: - How to juggle multiple industry and payment security regulations - Why techniques like Pause & Resume call recording don't fully meet compliance standards - Alternative solutions to keep payment data completely out of the contact center Additionally, you'll learn how to increase customer service and satisfaction, while reducing reducing the associated costs of PCI DSS compliance.

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Semafone enables simple, fast, cost-effective PCI DSS compliance and data security for your contact center. Taking payments over the phone is essential for many organizations. Customers need to know they can trust you with their sensitive personal information. Semafone's signature solution Cardprotect makes it easy to tackle payment and data security issues in the contact center – without compromising on customer experience.