PCI DSS Call Recording Resources and Solutions
PCI DSS Call Recording Resources and Solutions
The Most Powerful, Cost-Effective PCI Call Recording Software for Complying with PCI DSS Requirements
PCI Compliant Call RecordingVPI, a PCI Security Alliance member, supports PCI Compliance call recording guidelines by employing advanced desktop screen analytics monitoring and PCI DSS call recording technology.

On October 28, 2010, the Payment Card Industry Standards Council made a major update to the PCI Data Security Standard. PCI DSS version 2.0 went effective on January 1, 2011. Organizations that do not take action by December 31, 2011 to ensure compliance with these new PCI call recording requirements could face costly fines.
 
Challenge with Most Call Recording Systems in Use Today
In order to comply with these new PCI call recording regulations, many organizations will be forced to delete all of these verbal receipts because the process of listening to the contents of potentially hundreds of thousands of call recordings would be cost prohibitive and labor intensive. Unfortunately, the many calls that do not contain sensitive data will also be deleted - calls that should be retained for quality assurance (QA) purposes and liability management.
 
Now You Don't Have to Compromise Between PCI Call Recording Requirements and Liability and Quality Assurance Needs
VPI's rules-driven interaction recording solution enables organizations to maintain PCI compliance by identifying the calls that cannot be accessed and archived due to data sensitivity issues as well as those that can be safely archived for use in QA and liability management - enhanced by roles-based security using end-to-end data encryption, file watermarking and detailed audit trail reporting. The VPI CAPTURE™ PCI compliant call recording system with VPI Fact Finder, uses unique desktop screen analytics that can detect events and data directly from application screens - such as an employee entering sensitive credit card authentication data into a field on screen - and tags them to the recorded interactions. VPI's PCI call recording software then automatically classifies interactions for deletion of or muting and masking all audio and video recording files containing sensitive authentication data to help ensure compliance with the latest PCI DSS call recording requirements. As an added bonus, the VPI CAPTURE PCI compliance call recording solution can retain non-sensitive data related to the interaction - such as call date/time, call direction, Customer ID, Agent ID, sales or collections amount, number of transfers and hold time. Instead of being deleted along with the sensitive audio and screen recordings, this valuable data is made available in interactive reports for analysis into key business issues and opportunities.

PCI Compliant Call Recording

To help you ensure compliance with PCI call recording regulations, the VPI Fact Finder™ desktop screen analytics tool automatically identifies the occurance of sensitive credit card details within interactions - giving you the flexibility to either delete the entire file or mute and mask the portions of audio and screen video containing sensitive information.
 
Secure File and Data Transport and Storage Encryption
To further secure sensitive information, the VPI CAPTURE PCI DSS call recording system uses built-in end-to-end data encryption and key management to secure the SQL database that holds attributes of all recordings. The media manager provides for AES 128, 192, 256 or variable bit encryption/decryption when files are stored and accessed from the media manager.
 
Ensure Authenticity with File Watermarked
Every call within the VPI application is wartermarked in real time to ensure authenticity. VPI offers a powerful application to validate the authenticity of any WAV file.
 
Monitor Sensitive Information with Detailed Audit Log Reporting
To further ensure maximum security and compliance with PCI Compliance and other regulations, VPI's PCI compliance call recording provides a detailed audit trail log that records all user activity within the system so that organizations can conduct full trace audits to determine who accessed any recording in the system and when - for playback, export, or any other critical events.

The information provided here is believed to be accurate, but is presented without express or implied warranty and is subject to change without notice. Please do not rely on this information as legal advice. We recommend seeking confirmation from your legal counsel.

PCI DSS Call Recording Resources and Solutions
Sign Up for an Educational Webinar on VPI's Empower Product Line! View a Live VPI PCI Call Recording Software Demonstration! Download the PCI Compliant Call Recording Whitepaper authored by Dick Bucci from the Pelorus Group

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Desktop analytics is an important component of the emerging analytically-enabled quality assurance process. These applications are highly valuable because they help contact center managers reduce operating expenses while improving the customer experience.

 

- Ted Lubowsky, Industry Analyst, DMG Consulting
The savings that desktop analytics has the potential to uncover can be stunning.

 

- Paul Stockford, Saddletree Research