PCI DSS Compliance
To protect customers, organisations taking credit card information over the telephone are required to be fully compliant with the Payment Card Industry Data Security Standard (PCI DSS). This ensures compliance with the requisite security standards deemed necessary by the major credit card brands.
Recent studies show that 54% of contact centres consider compliance to be either unattainable or years away. According to Connected World: “Contact centres that operate on behalf of customer organisations could suffer severely should they be exposed as non-compliant.” Non-compliance can lead to substantial fines and the loss of trust with customers.
Legacy recording systems can be a barrier to compliance as they may store card security codes after authorisation. Even if this data is encrypted, it is not acceptable.
Manually pausing and resuming call recording is also not an acceptable method of protecting card-holder data. Agents may forget to pause the recording of sensitive card-holder data, or they might forget to resume recording, resulting in the failure to capture details of customer transactions.
Liquid Voice provides a state-of-the-art recording system which automates PCI DSS compliance. It helps to build higher levels of trust with existing and new customers through the assurance that their credit card information is safe.
Liquid Voice PCI DSS solutions provide a seamless, integrated and compliant process ensuring that card data is never recorded or stored by agents.
PCI de-scoping is available as an alternative. In this instance, calls are transferred to an automated credit card payment system, using Interactive Voice Response (IVR), or customers use their telephone keypads to enter the card data whilst on the telephone phone to an agent.
If you outsource payment channels to a compliant service provider this does not automatically equate to PCI DSS compliance. Liquid Voice will review your current processes to determine the most cost effective option and the best routes to take from a compliance perspective.
A range of approaches are offered by Liquid Voice for obtaining PCI DSS compliance as listed below:
Protecting our customers’ data is vitally important, so Liquid Voice’s automated PCI compliance is criticalFlagship Housing Group
The key benefits of the automated PCI DSS system are that our customers can have peace of mind that their data will be secureEast Durham Homes
The Liquid Voice PCI solution allows us to be fully compliant with PCI DSS requirements for taking paymentsBernida