Establish PCI Compliance as a Differentiator

The 4 Ps of Contact Center Security. Establish PCI Compliance as a Differentiator

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Ensuring Data Security: Achieving PCI Compliance with Call Recording

In today’s digital landscape, data security is of utmost importance, especially when it comes to sensitive information like payment card details. As a contact center leader, you must ensure PCI compliance to protect customer data and maintain a secure environment. One powerful tool that can aid in achieving PCI compliance is call recording.

Call recording is a valuable resource, enabling you to monitor and evaluate agent performance, improve customer interactions, and capture valuable insights. However, in the context of PCI compliance in call recording, you must be mindful of certain requirements and take necessary precautions.

By implementing PCI-compliant call recording solutions, you can strike a balance between leveraging the benefits of call recording and safeguarding customer payment information. Here’s how call recording can contribute to achieving PCI compliance and data security.

  • Minimizing Risk: PCI compliance regulations require that contact centers refrain from recording payment information. With the right system, such as LiveVox’s Secure Payment Capture, supplementing your call recordings, you can prevent sensitive data from being exposed.
  • Meeting Compliance Standards: PCI regulations specify the masking of primary account numbers (PANs) during display. Call recording solutions can be configured to adhere to this requirement by masking the PAN, displaying only the necessary digits to authorized personnel. This ensures that call center agents cannot view or access complete payment card details.
  • Encryption and Storage: PCI compliance emphasizes secure storage of data. Call recording solutions should offer robust encryption measures to protect sensitive recordings at rest. These provide an additional layer of security to maintain compliance standards.

By embracing PCI-compliant call recording solutions, you can maintain a high level of data security while still benefiting from the valuable insights obtained through call recording. This demonstrates a commitment to safeguarding customer information and instills trust in customers, who will rest easy knowing that their data is handled with utmost care.

And by implementing PCI-compliant call recording solutions, you can minimize risks, meet compliance standards, and prioritize protecting customer payment information. With the right tools and practices, you can ensure a secure environment while reaping the benefits of call recording for operational improvement and customer satisfaction.

Making a decision to differentiate with PCI Compliance

In 2016, our product team made even greater strides to address compliance concerns, including one of the fastest, and costly challenges faced by our clients handling payments – PCI security.

Each year, PCI audit scrutiny continues to mount – what was once considered “passable”, may no longer be acceptable.

Enhancements in our advanced IVR capabilities empower our clients to secure new business opportunities and meet operational goals with a cloud, plug-and-play model to meeting PCI security.

As we start 2017, here’s how LiveVox can help differentiate your business with PCI risk mitigation.

“This year, I will establish PCI compliance as a differentiator”

PCI compliance – more formally known as PCI-DSS v3.2 – requires contact centers to deploy specific processes and technology to help protect against credit card fraud. Not only does LiveVox maintain our own PCI certification, we have developed industry leading tools to help our clients achieve some of the highest levels of PCI risk mitigation, without requiring the multi-million dollar investments others are forced to forego..

Let’s take a look at how:

One of the most basic PCI requirements mandates contact centers to not record any payment information. LiveVox not only solves for the recording challenge, but takes PCI risk mitigation one step further, addressing the broad language of PCI’s Primary Account Number (PAN) requirement shown below:

“3.3 Mask PAN when displayed (the first six and last four digits are the maximum number of digits to be displayed), such that only personnel with a legitimate business need can see more than the first six/last four digits of the PAN.”

In an effort to minimize any risk of payment information being exposed through the payment interaction, LiveVox not only pauses the call recording, but also, locks down the agent leg of the payment activity, meaning block all ability for agents to:

  • See payment information on their screens and
  • Directly hear any payment information during the transaction.

Achieving this goal requires businesses to embark on a journey to unravel and re-build complex ecosystems that impact call recording, data capture, and encrypted storage – an incredibly costly and time consuming goal; one that many will not be able to achieve this quarter, or even this year.

LiveVox’s newest feature, Secure Payment Capture, helps clients leverage their PCI risk mitigation approach as a market differentiator.

Introducing Secure Payment Capture

Now available in Platform 4, LiveVox’s Secure Payment Capture capability stops a call recording when a consumer begins a payment transaction. Then it seamlessly resumes the recording after payment completion when the agent is rejoined to the call. And all LiveVox call recordings are encrypted at rest.

In addition, using advanced IVR capabilities, LiveVox provides a new interface to a payment gateway so that agents can handle payment terms while customers control their personal data. Customers enter their own card details in a secure fashion via an IVR, and LiveVox notifies the contact center agent as details are obtained.

This capability essentially “locks down” the agent terminal so it will not expose card (or other payment) details. On the agent screen, LiveVox displays simple progress messages as consumers enter their payment as seen in the image below

This ability to provide some of the highlest levels of PCI security today will help our clients differentiate their business as one of a few that can overcome the mounting PCI challenge.

Stay tuned for more information on other exciting advanced IVR solutions that can help optimize your inbound business. To learn more about our Advanced IVR features today or other capabilities, contact us at

LiveVox has provided a solution to these challenges – without the costs or complications – enabling businesses to take one step ahead of the competition as we enter 2017.

Trustworthy Transactions: Enhancing Security with PCI Compliant Call Center Recordings

Trust is fundamental in building strong customer relationships for contact centers. Customers need reassurance that their sensitive payment information is handled securely and confidentially. One way to establish trust and enhance security is by implementing PCI compliant call center recordings.

PCI compliance regulations have stringent requirements regarding the handling and protection of payment card data. As a contact center leader, you play a pivotal role in ensuring compliance and maintaining the security of customer transactions. Let’s explore how PCI compliant call center recordings can foster trustworthy transactions.

·         Protection of Sensitive Data: PCI compliance mandates that payment card information is safeguarded during customer interactions. By using PCI compliant call center recordings, contact centers can adopt measures to protect sensitive data. For example, LiveVox’s Secure Payment Capture feature prevents agents from hearing or seeing sensitive information.

·         Confidentiality and Privacy: PCI compliant call center recordings prioritize the confidentiality and privacy of customer information. With proper implementation, call center agents cannot view or access complete payment card details during customer interactions. This instills confidence in customers that their personal information is handled with the utmost care and privacy.

·         Compliance with Regulations: By leveraging PCI compliant call center recordings, contact centers can demonstrate their commitment to compliance with industry regulations. This not only assures customers of their data’s security but also mitigates the risk of potential legal and financial repercussions for non-compliance.

·         Building Customer Trust: Trustworthy transactions are the foundation of positive customer experiences. When customers have confidence in the security of their payment information, they are more likely to engage and conduct transactions with a contact center. By implementing PCI compliant call center recordings, organizations can build customer trust and establish themselves as reliable and responsible custodians of sensitive data.

Incorporating PCI compliant call center recordings into a contact center’s operations is an essential step toward enhancing security and fostering trustworthy transactions. By adhering to PCI compliance regulations, you can reassure customers that their payment information is treated with the utmost care, ultimately leading to stronger customer relationships and increased loyalty.

Streamlining Compliance: Implementing PCI Call Recording Solutions

Ensuring compliance with PCI regulations can be complex. But implementing efficient and effective solutions is crucial to streamline compliance efforts. One thing that can help is implementing PCI call recording capabilities. Let’s explore how contact center leaders can streamline compliance by implementing PCI call recording.

·         Comprehensive Data Security: PCI call recording solutions provide contact centers with the tools to record calls while still securing sensitive customer information. These solutions ensure that sensitive data is not captured or stored.

·         Simplified Compliance Processes: Implementing PCI call recording solutions simplifies compliance processes by automating key aspects of data security. By leveraging advanced technology, you can confidently meet PCI requirements without manually monitoring and managing call recordings. This frees up valuable time and resources, allowing you to focus on other critical areas of compliance.

·         Mitigating Risk and Liability: Non-compliance with PCI regulations can result in severe consequences, including financial penalties and reputational damage. Implementing PCI call recording solutions minimizes non-compliance risk, thereby reducing liability for your contact center. Compliance becomes a seamless part of everyday operations, ensuring ongoing adherence to industry standards.

·         Enhanced Operational Efficiency: PCI call recording solutions not only assist with compliance but also contribute to improved operational efficiency. By automating key security measures, contact center agents can focus on delivering exceptional customer experiences rather than worrying about compliance issues. Streamlined compliance processes enable smoother operations, leading to increased productivity and customer satisfaction.

Implementing PCI call recording solutions is a strategic step for contact center managers to streamline compliance efforts. By leveraging these solutions, you can enhance data security, simplify compliance processes, mitigate risk, and optimize operational efficiency. With LiveVox’s comprehensive PCI call recording capabilities, you can confidently navigate the compliance landscape while delivering exceptional customer experiences.

Building Trust in Your Contact Center: PCI Compliant Recordings at the Core

Building trust is vital for contact center leaders to establish strong customer relationships and drive business growth. A key aspect of building trust is implementing PCI compliant contact center recordings. Let’s explore how you can build customer trust using PCI compliant call recording solutions.

·         Security and Confidentiality: PCI compliant contact center recordings prioritize the security and confidentiality of customer information, especially sensitive payment card details. By adhering to PCI standards, you can assure customers that their data is handled with the highest level of security and confidentiality.

·         Compliance with Industry Standards: Demonstrating compliance with industry standards is crucial in building customer trust. By implementing PCI compliant contact center recordings, you can showcase your commitment to following established regulations and best practices. This, in turn, instills confidence in customers that their personal information is treated with care and meets the highest security standards.

·         Transparent Operations: PCI compliant contact center recordings contribute to transparent operations. When customers know their interactions are being recorded in a PCI-compliant manner, it fosters transparency and reassurance. It demonstrates that your contact center is accountable for the security and privacy of customer data.

·         Reputation and Reliability: Building customer trust leads to a positive reputation and perceived reliability. When customers trust a contact center with their sensitive information, they’re likelier to engage in business and recommend the contact center to others. PCI compliant contact center recordings are vital in establishing a reputation for reliability and responsible data handling.

By implementing PCI compliant contact center recordings, you can prioritize security, demonstrate compliance, promote transparency, and build a trusted reputation. These measures contribute to customer trust, enabling contact centers to forge long-lasting relationships and drive business success.

Compliance Made Easy: Simplifying Call Recording PCI DSS Requirements

When it comes to call recording in contact centers, complying with PCI DSS requirements can seem daunting. But understanding and implementing these requirements is essential for maintaining the security and confidentiality of customer payment card data. Let’s simplify the call recording PCI DSS requirements to make compliance easier to grasp.

·         Secure Storage: PCI DSS requires contact centers to securely store call recordings that contain sensitive payment card information. This means implementing encryption measures to protect recordings in transit and at rest. By encrypting call recordings, contact centers ensure that unauthorized access to customer data is prevented.

·         Restricted Access: PCI DSS mandates that access to call recordings containing payment card data should be limited to authorized personnel with a legitimate business need. This means you must establish access controls to ensure that only authorized individuals can access and review call recordings. This helps prevent unauthorized disclosure of sensitive information.

·         Masking Sensitive Data: PCI DSS stipulates that contact centers should mask or truncate sensitive payment card data to limit exposure. This involves displaying only the minimum required digits of the card number (e.g., displaying only the last four digits). By implementing masking techniques, you can reduce the risk of unauthorized disclosure while maintaining operational efficiency.

·         Regular Auditing and Monitoring: PCI DSS emphasizes the importance of ongoing auditing and monitoring of call recordings. Regular audits help identify potential vulnerabilities or non-compliance issues, allowing you to address them promptly. By proactively monitoring call recordings, you can ensure that security measures are consistently applied and maintained.

Complying with call recording PCI DSS requirements may seem complex, but breaking down the requirements into these key areas simplifies the process. By implementing secure storage, restricted access controls, data masking, and regular auditing and monitoring, you can ensure compliance and protect customer payment card data effectively.

Navigating the Path to Compliance: Understanding PCI for Call Center Recordings

The path to PCI compliance for call center recordings can be fraught with confusion, but contact center managers need to ensure the security and integrity of customer data. Here’s a step-by-step guide to help you understand and comply with PCI for your call center recordings:

1.       Assess Your Infrastructure: Begin by assessing your call center’s infrastructure and identifying areas where customer payment card data is captured or stored. This includes evaluating your call recording systems, data storage methods, and access controls. Understanding your existing setup is crucial for identifying potential compliance gaps.

2.       Implement Security Measures: Once you have identified areas of improvement, implement security measures to align with PCI for call center recordings. This may include implementing encryption protocols for call recordings, establishing strict access controls, and implementing data masking techniques to protect sensitive information.

3.       Establish Policies and Procedures: Develop clear policies and procedures that outline how call recordings containing payment card data are handled, stored, and accessed within your call center. These policies should address employee training, incident response protocols, and regular auditing to ensure ongoing compliance.

4.       Regularly Monitor and Audit: Establish a system for regularly monitoring and auditing your call center recordings to identify potential non-compliance issues. This includes periodic reviews of access logs, call recording encryption, and data retention practices. Regular audits help ensure that your call center complies with PCI standards for call center recordings.

5.       Stay Informed and Adapt: PCI requirements may evolve over time, so staying informed about any updates or changes is essential. Continuously monitor industry guidelines and best practices to ensure that your call center remains up to date with the latest compliance standards.

By understanding PCI for call center recordings, implementing appropriate security measures, establishing clear policies and procedures, and regularly monitoring and auditing your recordings, you can confidently navigate the path to compliance.

Data Protection Excellence: Achieving PCI Compliance in Your Call Center

Achieving PCI compliance in your call center is crucial for protecting customer data and maintaining trust. It demonstrates your commitment to data protection excellence. Here’s how you can achieve data protection excellence through PCI compliance.

·         Implement Secure Call Recording: Utilize a call recording solution that meets PCI compliance in your call center. Ensure that your call recording systems employ encryption methods to protect sensitive payment card data during transmission and storage.

·         Train and Educate Staff: Train your call center agents and employees on PCI compliance best practices. Educate them on the importance of securely handling payment card data, emphasizing confidentiality, and following established protocols. Regular training sessions and updates help reinforce a culture of data protection and compliance.

·         Monitor Access and Authorization: Implement access controls and restrictions to limit access to call recordings containing payment card data. Only grant access to authorized personnel who require it for their roles. Regularly review and audit access logs to ensure compliance with PCI requirements and identify any unauthorized access attempts.

·         Conduct Regular Audits: Perform regular audits and assessments to identify potential vulnerabilities and non-compliance issues. You can proactively address gaps and maintain a secure call center environment by auditing call recordings, access controls, and security measures.

·         Continuously Improve: Stay up to date with the latest PCI compliance guidelines for call centers and industry best practices. Continuously review and enhance your call center’s security measures, adapting to emerging threats and technologies. By embracing a culture of continuous improvement, you can maintain PCI compliance and protect customer data effectively.

Achieving PCI compliance in your call center requires a comprehensive approach encompassing secure call recording, staff training, access controls, regular audits, and continuous improvement. By prioritizing data protection excellence and adhering to PCI standards, you can build customer trust and maintain a secure environment for all call center interactions.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit or call one of our specialists at (844) 207-6663.

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