Automated Pause and Resume

Automated pause and resume recording for PCI DSS compliance with Genesys Cloud.

Data Security Matters More than Ever to your Customer Experience.

When your customers use their credit cards to make a payment over the phone, they trust you with their personal authentication data. The Payment Card Industry Data Security Standard (PCI DSS) requires businesses to ensure that card information is not being captured. If calls are being recorded and payments are taken over the phone
this can present a compliance issue.

The best strategy for protecting your customers and ensuring compliance is to never record or store this confidential information, even if encrypted.

IPI’s cost effective, proven Automated Pause and Resume achieves compliant recording by automatically pausing recording during the payment process when confidential information is being exchanged. This ensures sensitive card data is never recorded, helping to enable PCI DSS compliance for contact centres and other businesses that process card payments.

IPI Automated Pause and Resume is recognised by Security Assessors and QSA’s, and is used by dozens of retail,
financial services and government customers across tens of thousands of agent positions.

Features:

Eliminates errors inherent in manual pause and resume processes
True SaaS model with flexible billing
Involves no changes to the customer experience and agents continue to operate as usual
Widest set of integration capabilities in the market – Main Frame to latest Web based applications are supported
Recognised by PCI DSS Qualified Security Assessors (QSAs)
Used by dozens of retail, financial services and government customers across tens of thousands of agent positions
Preserves the same identity and call length as the original call to protect call and quality integrity