Storing sensitive data when taking card payments over the phone is against PCI DSS regulations
This presents a serious problem for contact centres because most call recording systems are not PCI DSS compliant, raising a whole host of issues.
In addition, when card data is inputted into systems, regardless of whether it's stored, it can be accessed in transit through your systems, processes and agents, putting it at risk.
The good news is that Eckoh’s innovative CallGuard solution solves the challenge presented by PCI DSS once and for all.
CallGuard On-Site Works with Any Call Recording System
So no matter which call recording system your business uses- you can quickly become PCI DSS compliant by adopting CallGuard.
If you use Verint, Witness, NICE, Red Box Recorders, Uptivity (CallCopy) or any other call recording platform, and are trying to work out how to become PCI DSS compliant, CallGuard will deliver. No integration or development is necessary.
Here are some key points that you should know about CallGuard On-Site:
CallGuard works around you - and is compatible with any call recording system your company may use.
Simple to install
Absolutely no time-consuming integration or project management work is necessary.
You keep every aspect of your existing technology. There are no changes to your call recording or phone systems, your CRM platform, your payment processes, or your payment provider.
CallGuard Hosted Protects your entire Contact Centre
The difference here is that Eckoh hosts the payment platform that captures all sensitive card data - keeping it completely out of your contact centre and organisation.
All calls are routed through CallGuard and DTMF tones are masked. Using the CallGuard Hosted web panel, Agents can make secure payments without seeing, hearing or accessing card data. Here’s how:
With CallGuard Hosted you can remove the following from the PCI DSS audit scope
- Call Recording
- Screen Recording
- IT Systems
- Data LAN
- Physical Environment
- Locked Internet Access
- Building (CCTV...)
- Telephony Network (Digital or VoiceLAN)
If this sounds good, but you don't want ANY integration whatsoever, our tokenisation alternative is definitely the answer for you.
How Does CallGuard Work?
CallGuard is a beautifully simple and elegant product. By detecting and blocking phone keypad DTMF tones, it stops sensitive data from being recording whilst still recording calls. Find out more about how CallGuard works.
With CallGuard you can eliminate the risk of internal data theft - it also solves the known and growing problem of internal data security within contact centres by isolating Agents, Supervisors, Team Leaders and everybody else in the contact centre environment from the transaction. They never see the card data.
Delivering Top-Notch Customer Service
One of CallGuard’s huge advantages is that the customer never has to be put on hold during the course of a transaction. Unlike some PCI compliant call recording solutions, there is no need to resort to an automated external IVR which means that your Agents stay fully in control of the whole conversation and you can continue to give your customers the personal touch.
- the telephone call is recorded (no need for pause and resume)
- the sensitive payment card data is completely omitted from the call recording (delivering PCI DSS compliance)
- the agent retains full control of the call (the customer is not put on hold or transferred to an IVR)
For more information on how CallGuard can help your business or organisation, contact us.