With the release of PCI DSS 4.0, PCI Pal and Verizon have released a new joint white paper titled, Keep Calm and Simplify: Contact Center Best Practices in the Era of PCI DSS 4.0.
PCI Pal and Verizon published their first joint piece, Keep Calm and Descope in 2018, looking at the benefits of descoping organizational infrastructure to minimize the requirements of PCI DSS. While the message within the original white paper still stands today, the impacts of a global pandemic, the ever-changing threat landscape, and the significant update to the standards themselves have prompted this further collaboration to promote today’s contact center best practices for compliance.
This white paper walks through:
- The many challenges that contact centers are facing
- The need to simplify compliance strategies
- Reducing PCI scope
- Meeting the requirements of PCI DSS 4.0 without sacrificing CX
PCI DSS 4.0 arrived with 64 new controls, ten of which land directly on the contact centre, including multi-factor authentication and phishing detection requirements. This white paper sets out what that means in practice for organisations in a sector whose global revenues are projected to reach $496 billion a year by 2027, and where ransomware-driven breaches doubled between 2020 and 2022. Its recommendation is to simplify rather than add: DTMF masking removes payment data from contact centre networks, cutting the number of controls in scope along with validation costs and residual risk.
