Contact centre · AU
Pausing call recordings for card payments
Services Contact centres and phone systems
01
The situation
Agents took card payments over the phone and every call was recorded end to end. Card numbers were ending up in the recordings, which put the recordings in scope for PCI DSS.
02
What we did
A pause and resume control in the agent desktop that stops the recording while card details are read out and starts it again afterwards.
Tools used
Cloud contact centreAgent desktopCall recording