Quality Track Announces PCI Compliant Call Center Tech
Everyone has heard the phrase "Your call may be recorded for quality purposes" but what impact does call recording have on PCI compliance? Recognizing the challenge of removing credit card numbers and CCV2 numbers from audio files, the PCI Security Standards Council has made a temporary exception for audio recordings. However, that exception is based on there being no commercially reasonable technology to delete the card information and states that if removal becomes possible, the card numbers should be deleted.
Quality Track International has developed a process that removes card numbers from encrypted audio files, which has been installed in beta locations.
One of the challenges in removing the card data from an audio file is that the numbers are spoken in many different ways, and repeated in whole or in part, often two or more times during the conversation. Processes that rely on keyword triggers often fail to remove all instances of the card number. Systems that allow the agent to mute the recording are susceptible to agent error or fraud and can miss multiple occurrences of the numbers.
The Quality Track proprietary methodology isolates and removes card numbers while leaving important information like pricing, confirmation numbers and phone numbers untouched. The card number removal process can be configured to operate on existing call recording systems. Patents are pending.
Testing and refinements are continuing and it is anticipated that a commercial product will be ready for release by the 4th quarter 2008.
Quality Track International has developed a process that removes card numbers from encrypted audio files, which has been installed in beta locations.
One of the challenges in removing the card data from an audio file is that the numbers are spoken in many different ways, and repeated in whole or in part, often two or more times during the conversation. Processes that rely on keyword triggers often fail to remove all instances of the card number. Systems that allow the agent to mute the recording are susceptible to agent error or fraud and can miss multiple occurrences of the numbers.
The Quality Track proprietary methodology isolates and removes card numbers while leaving important information like pricing, confirmation numbers and phone numbers untouched. The card number removal process can be configured to operate on existing call recording systems. Patents are pending.
Testing and refinements are continuing and it is anticipated that a commercial product will be ready for release by the 4th quarter 2008.