Veritape blog

• Don’t let this happen to you - isolate agents from cardholder data

  Another call centre agent has been suspended and faces dismissal after stealing customers’ credit card details, says the Independent.ie website in this article. The issue of card theft in contact centres is wholly preventable. But until card payments by telephone use DTMF tones to transmit sensitive data, such as with CallGuard, the paying public can only [...] More

• Live CallGuard demonstration

  Callers to the CallGuard demonstration line get a live experience of how CallGuard eliminates cardholder data from recorded telephone calls. During the call, the caller is invited to type a simulated credit card number using their telephone keypad. CallGuard automatically removes the cardholder data from the audio stream prior to a recording being made of [...] More

• Manual pause-and-resume of call recordings is not PCI DSS compliant

  Another day, another press release from a company claiming to have made its call recording system PCI DSS compliant. This time, it’s quite a large USA company. They announce a “first ever” pause/interrupt feature for hosted predictive diallers. It may be true that this is a new feature for hosted predictive diallers, but let’s be clear [...] More

• Avoid bad publicity for your contact centre - stop staff from handling cardholder data

  Call centre fraud has been in the news again recently. A call centre worker from Coventry, UK, has been jailed for 8 months for stealing customers’ sensitive credit card information, and then using the stolen card details to buy nearly £33,000 ($50,000) in goods and services. PCI DSS requirements dictate how companies need to handle credit [...] More

• Taking customer data (including card payments) by DTMF

  Using CallGuard, call centres should take as much sensitive customer data as possible via DTMF. What is DTMF? Is it widespread? DTMF stands for “Dual Tone, Multi-Frequency”. It’s a universal standard for sending digits (and some other characters) over the phone.  DTMF is built into every modern telephone - home, office or mobile. Is DTMF widely used to [...] More

• Meeting the requirements of Visa’s Technology Innovation Program (TIP) in call centres

  Visa Europe has been operating a Technology Innovation Program (TIP) since April 2011. The TIP is designed to reduce compliance assessment requirements for merchants processing most of their transactions through EMV (”chip and pin”). As of 01 October 2012, the TIP will be active in the USA (PDF). To qualify, merchants in the USA need to meet these [...] More

• Five ways to make call recordings PCI DSS compliant

  PCI DSS is becoming an accepted regulatory necessity. Differing interpretations of the guidelines can cause confusion to businesses seeking to become PCI DSS compliant. There is no single approved method for making call recordings compliant. In fact, there are several PCI DSS compliant methods and, if you are looking for such a solution, you need to [...] More

• Five urban legends about PCI DSS and call recording

  As the PCI DSS directive has established itself, inevitably urban legends about it have also evolved, causing confusion for organisations and individuals alike. One of Veritape’s core values is to deliver straightforward technology which is easy to both understand and use. In our opinion, the confusion around PCI DSS is not necessary and we think that [...] More

• PCI DSS + call recording - key facts in plain English

  The PCI DSS call recording guidelines are maturing. In parallel, conflicting and sometimes inaccurate interpretations of the directive are becoming more prevalent. The end customer, for whom the guidelines have been introduced, appears to being lost in the mix. And for a business seeking to sort out their PCI DSS compliance needs, it is becoming a [...] More

• A big well done to CPM

  Congratulations to our customer, CPM. CPM’s Pan-European, multi-channel contact centre of excellence, based in Barcelona has recently received the accolade of full PCI DSS accreditation. Achieving complete PCI DSS compliance has enabled CPM to enhance its existing service provision and offer prospective new clients the use of a fully accredited and secure PCI environment. Follow [...] More