Compare CallGuard with Other Methods for Making Your Call Recording Solution PCI DSS Compliant

When properly implemented, the methods below are all PCI DSS compliant.

Feature CallGuard Turn off recording Transfer to IVR Auto Pause & Resume Central DTMF blocking - in phone network Central DTMF blocking - on premises
Your Current Call Recording System            
Works with any call recording system  ✔  ✔ no  ✔
Scales from small to large installations  ✔  ✔  ✔  ✔
Can be deployed to virtual- or cloud-based recording   ✔ no  no   ✔
Customer Experience            
Uses touch-tone data entry (shown to improve customer confidence)  no  ✔  no  ✔
Can automatically check that customers' card data has been entered correctly no   no no   ✔ ✔ 
Customers continue to talk with call centre agent throughout call  ✔  no  ✔  ✔
Customer is able to ask questions during the payment process  ✔  no  ✔  ✔
Agents            
 No change to agents' existing payment process  ✔  no  ✔  no no
 Increases agents' personal security by barring access to card data  no  ✔  no  ✔
 Minimal training required  no  ✔  ✔  ✔
Agents do not waste time waiting for customer to enter card details to IVR robot  ✔  no  ✔  ✔
Your Current Payment Processor            
 Allows you to keep your current payment processor  ✔  no  ✔  ✔
No back-end integration with your payment processor required  ✔  no  ✔  no no
Does not require payment providers to make any changes to their systems  ✔  ✔  ✔  ✔
Gives the flexibility to switch payment provider in future, with no additional changes  ✔  no  no  possible  possible
Works with web-based payment providers with no integration  ✔  no  no  no no
Works with application-based payment processes with no integration  ✔  no  no  no no
Works with thin-client or RDP-based payment processes with no integration  ✔  no  no  no no
Your Contact Centre IT/Telephony Environment            
You can switch telephony, payment and IT systems in the future, with no changes, and maintain PCI DSS compliance for call recordings  ✔  no  no  no no
Works in PRI/TDM/E1 environment  ✔  ✔  ✔  ✔
Works in VoIP environment  ✔  ✔  ✔  ✔
Does not negatively impact average handling time (AHT)  ✔  no  ✔  ✔
Avoids additional outgoing call charges  ✔  no  ✔  ✔
Does not require changes to call routing provider  ✔  ✔  ✔  no
Security            
Can stop agents seeing card data  no  possible  no  ✔
Can stop agents hearing card data  no  possible  no  ✔
Can stop screen recording systems capturing card data  no  possible  no  ✔
Outsourced Contact Centres            
Protects your clients' brand integrity by ensuring breaches involving customer data cannot occur  no  no  no  ✔
Allows you to show clients that your staff have no access to customer sensitive card data  no  no  no  ✔
A single implementation that works across all your clients' systems  ✔  no  no  no no
Works with client-hosted payment processes which cannot be tailored or customised  ✔  no  possible  possible  possible
Proof of Concept            
Allows you to do a small scale Proof of Concept easily and quickly, using live systems  ✔  no  no  no  no
 Installation            
True plug and play with telephony systems n/a  no   n/a
True plug and play with desktop/terminals n/a  no  no n/a n/a
No integration required with agent's payment processes n/a no no no no
Simple configuration with any desktop payment process n/a no no

no

no
Implementation time measured in days not weeks no no no no
Very low complexity for payment system and IT integration n/a no no no no 
Resilience            
No additional potential single point of failure introduced to entire payment process  ✔  ✔ no possible no
No additional potential single point of failure introduced to telephony/call path  ✔  ✔ no no
Regulatory Requirements            
Approach is acceptable to financial services regulators like FSA no no
Further PCI DSS Specifics            
Works with other descoping tools no no no
Fulfills PCI SSC's best practice guidance that agents should not enter card data no no
Integrates with tokenisation systems to further eliminate card data from your environment no no no possible

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Callguard
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