Communications company, Verizon, and secure payments provider for contact centres, PCI Pal recently released a new White Paper examining the challenges with PCI "SSC" compliance in the contact centre.
As contact centres continue to grow as the most crucial point of interaction between companies and their customers, large amounts of sensitive data circulate throughout business technology stacks every day. With so much information to protect, it's crucial for organisations leveraging contact centres to think carefully about their security and privacy standards.
In the past, protecting contact centre used to be all about awareness, monitoring, and advanced user training. The Verizon and PCI Pal study found that 60% of today's organisations are still leveraging outdated technologies (pause-and-resume) to avoid storing sensitive information in their call recording systems. This means that users are "paused" when collecting payment information, which disrupts the flow of business and presents issues with compliance and auditing.
Security and Compliance Issues in the Contact Centre
For businesses struggling to eliminate common data breach issues and privacy problems in the contact centre, they may need to begin looking at ways that they can prevent payment data from entering their communication stack in the first place. This means that companies need to get rid of their pause-and-resume systems and explore solutions like Dual Tone Multi-Frequency (DTMF) masking tech instead.