Following on from their much anticipated 2018 Payment Security Report that we summarized here, we’ve collaborated with telecommunications giant Verizon to co-author ‘Keep Calm and Descope: Achieving sustainable PCI DSS compliance in contact center environments’.
This whitepaper lays out the challenges faced by contact centers, from the complex nature of their technology and systems to struggles with staff retention, before guiding you through the ways in which best practice can be established and maintained.
Understanding the problems is only half the battle; do you understand the solution? Regardless as to whether the answer is ‘yes’, ‘no’ or ‘maybe’, you’ll find value in the research and suggestions within our downloadable whitepaper.
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Produced with Verizon, this white paper makes the case for taking payment card data out of the contact centre altogether rather than building controls around it. It notes that 72% of contact centres handle payment data while struggling to stay compliant, undermined by high staff turnover and complex system estates. DTMF masking prevents card numbers from ever entering the contact centre environment, which removes more than six core PCI DSS requirements and the compensating controls that usually go with them. For anyone weighing descoping against another round of remediation, this sets out the argument and the arithmetic.
