Hi all,
I was wondering if anyone has had any experiences with Verint Witness Impact call monitoring / recording suite or any other similar recording system.
I'm interested, in particular, in any experiences with implementing a system that operates strictly within PCI compliance in terms of credit card payment processing. Are you using screen capture and click detection to prevent the system from registering the CC details? Are you using any encryption features as part of the system?
I had a look at the most recent TessNet census, but there was no mention of this there, so any information would be much appreciated.
all the best,
Michal
We've been looking into this as well, and the only solution I've been able to find is something called CallGuard. It looks like it'll be a bit clunky, the agent has to click in the card number box, then ask the customer to enter their card details, then the same for the security code. The DTMF tones are apparently masked so you meet the PCI requirements. I haven't tried it yet, but says its 100% compatiable with everything, a bold claim!