Pause and Resume
A highly flexible, proven mechanism for removing sensitive card data from the call recording estate, and removing your liability, protecting both agents and customers.
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.
Pauseable offers two client APIs (web service and TCP/IP) as well as having its own dedicated desktop trigger detection application.
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.
Our explainer video gives an overview of our unique PCI premium application, Pauseable; the only solution for automated pause and resume screen and call recording on Genesys AppFoundry.
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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“The move to new, cloud-based technologies has enabled us to become more agile and continue to deliver exceptional service to our customers, even during the challenging times of the pandemic. Our collaboration with IPI has given us much greater resilience and peace of mind for maintaining vital communications and lines of business at all times. We see our relationship with IPI as a true partnership that is delivering value to the business and helping us to succeed now and in the future. ”Bryan Raven, Managing Director, White Light
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