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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“Implementing not one but two new contact centre solutions all whilst working remotely for the first time was something we never thought would be possible. Delivering the end solution with IPI during lockdown enabled us to continue to support both our existing customers and a whole new set of customers in home-schooling parents at a very critical time for education, whilst also making us resilient for the future.”
Zoe Router, Customer Service Director, Findel

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“Under normal circumstances, IPI and Genesys’ speed of delivery would be impressive, but bear in mind that at the time of the system’s migration our teams were dealing with a surge in enquiries across the business – via phone, email and social media. During these unprecedented times, our new cloud-based system from Genesys has enabled us to carry on helping our customers when they need it most. Without IPI and Genesys’ exceptional support, continuing business as ‘normal’ would have been near-impossible, let alone carrying out our additional outreach activities to help vulnerable members of our local communities.”
Adrian Morley, Operational Change and Integration Manager

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“Our close partnership with the customer has allowed us to transform their approach to IT. Instead of coordinating multiple vendors to manage their networks, hardware and software, they have a single contact for all IT solutions.”
Theatre Company

IPI is the UK’s leading digital contact centre specialist, focused on creating intelligent and innovative contact centre solutions that deliver exceptional customer experiences. Founded in 2001, the company supports more than five million customer interactions and 65,000 agents every day.

IPI offers industry-leading contact centre solutions, as well as our own portfolio of applications. IPI solutions – available in the cloud, on-premise or as a managed service – cover every component of the contact centre, from integration, unified communications, networking, workforce optimisation, compliance and security, right up to conversational AI, speech analytics and voice biometrics. IPI also offers a range of consultancy and professional services as well as devOps support, delivered by its highly accredited team of contact centre experts.