Automated Pause and Resume

Remove sensitive card data with Pauseable – No agent interaction required

A highly flexible, proven mechanism for removing sensitive card data from the call recording estate, and removing your liability, protecting both agents and customers.

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Let us help with your credit card handling

It is stipulated in the PCI DSS guidelines that all sensitive card data is removed from call recordings automatically, without the need for an agent or other members of staff to intervene.

Recognised by qualified security assessors

Pauseable is a cost-effective, proven mechanism for removing sensitive card data from the call recording estate. Recognised by PCI DSS Qualified Security Assessors (QSAs), it is used by dozens of retail, financial services and government customers across tens of thousands of agent positions.

How Pauseable works

Integrate with agent desktop application

Automatic pausing of recording when certain parameters are met

Speech is replaced with a series of tones or silence

Agent exits screen or field and recording restarts

Eliminate manual pause and resume errors

Pause…then resume

At the heart of the solution is IPI’s Recorder Control Service Server (RCS), a Windows .Net service that allows voice recordings on the Automated Call Recording system to be “paused” and then “resumed”. When a recording is paused, the speech is automatically replaced by tones, and when resumed, the recording continues, preserving the same identity and call length as the original call, thus protecting call and quality integrity. This gives peace of mind to both your agents and customers.

True SaaS model with flexible billing options

Application

Pauseable offers two client APIs (web service and TCP/IP) as well as having its own dedicated desktop trigger detection application.

Widest set of integration capabilities in the market

Integrations

Pauseable integrates with Avaya, Genesys, Nice CXone and Verint and offers customers a seamless purchasing and implementation process with easy ongoing billing including the support of overage.

Assets

Data security matters more than ever to your customers and to your brand’s reputation

See how Boden benefited from using automated pause and resume with Pauseable

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Comply with industry standards

We offer comprehensive security solutions that deliver complete protection from the start to the end of every call. From call recording and archiving, PCI phone payments, to fraud detection and speech analytics, our solutions provide industry leading functionality and security.

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““...we now have a much more enriched platform that provides us with all the necessary tools to support our customers." “Our customers are also telling us how impressed they are with the fact that they can now engage with us via other channels; our voice bots are making a difference!" “I am looking forward to what other Genesys capabilities we can utilise to make our jobs easier and continue to provide the excellent standards of Customer Satisfaction we strive for.””
Liberata Customer Services employees

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