Pause and Resume

Remove Sensitive Card Data with Pause and Resume

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

Recognised by Qualified Security Assessors

IPI’s Pause and Resume 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.

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Application

IPI’s Pause and Resume offers two client APIs (web service and TCP/IP) as well as having its own dedicated desktop trigger detection application.

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.

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. Talk to us about our Pause and Resume solution and how it can be easily implemented into your contact centre.

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IPI is focused on creating intelligent contact centre solutions that deliver exceptional customer experiences. Founded in 2001, the company has more than 300 customers and support more than four million transactions and 55,000 agents every day.

From our heritage delivering and supporting traditional contact centres, through to new innovations in AI, Chatbots and Robotic Process Automation, we have been the trusted pioneer and evangelist of employee and customer experience for over 30 years with an enviable 98.7% customer retention rate.