Minimize risk by eliminating the need for “pause and resume” and scrubbing recordingsĪllow for complete call recording for quality control purposes as cardholder data is not verbally captured Remove agent workstations from PCI scope as sensitive cardholder data is neither captured on nor recorded from an agent’s desktop Reduce amount of systems sensitive data traverses in the network In the contact center environment DTMF masking makes it possible to: We are all aware of the 12 PCI DSS security standards that any entity involved in accepting, transmitting, or storing cardholder data must adhere to, but how can DTMF masking technology aid call centers with PCI DSS compliance and descoping efforts? DTMF masking applies specifically to PCI DSS standard three Protecting Cardholder Data. In addition to providing customers a sense of security not having to verbalize their sensitive information, DTMF masking technology also allows the customer and agent to remain connected through the entire call process leading to increased customer satisfaction and lower call handling times. With DTMF technology, customers enter information on their telephone keypad in lieu of verbalizing the information to the call center agent. Personally Identifiable Information (PII) such as a credit card number, Social Security Number, date of birth, and PIN can all be entered securely through the phone system. In the contact center, DTMF masking is a technology that allows customers to provide their credit card number during an agent assisted call using their telephone keypad. DTMF technology enables contact centers to eliminate challenges associated with verbally collecting credit card data from a customer over the telephone.
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