Intellicom Intone Calls Time on Pausing Call Recordings For Credit Card Transactions

Intellicom Intone Calls Time on Pausing Call Recordings for Credit Card Transactions

Intellicom Intone Calls Time on Pausing Call Recordings For Credit Card Transactions

Signalling an end to the need for pausing of Telephony Systems’ call-recording, during the transfer of sensitive credit card information over the phone, the new Intellicom Intone application provides companies with an enhanced, easy-to-use, solution to meet Payment Card Industry (PCI) compliance standards. During a telephone based financial transaction, Intellicom Intone enables customers to input…

Signalling an end to the need for pausing of Telephony Systems’ call-recording, during the transfer of sensitive credit card information over the phone, the new Intellicom Intone application provides companies with an enhanced, easy-to-use, solution to meet Payment Card Industry (PCI) compliance standards. During a telephone based financial transaction, Intellicom Intone enables customers to input their own credit card details directly into their telephone handset, when directed to by the call agent. The numbers are then automatically populated in the agents’ payment application screen and the transaction is securely completed.

A significant number of organisations, including insurance companies and financial brokers are obliged, under industry regulations, to record telephone calls with customers. With many other organisations choosing to record calls, for training and quality purposes, pausing call-recording as credit card details are verbally transferred has been one of the few options available to them. The pausing of call recording creates a significant issue should the parties disagree about what was discussed while the call recording was paused and does not fully meet PCI compliance rules.

“For those organisations with a legal requirement to record calls to achieve PCI Compliance, the taking of credit card details for transactions leaves businesses open to significant pitfalls, said Cian Maher, CTO of Intellicom. “Pausing the call recording to take credit card information verbally over the phone results in a break in the record of what was discussed and no defence if either party suggests something contentious was mentioned during that time. Intellicom Intone protects the sanctity of the call recording whilst also providing the required security necessary to protect sensitive credit card information transfer and achieve full PCI compliance.”

The PCI’s Data Security Standard (DSS) standard is in place to provide protection for stored cardholder data and it dictates that the primary card number must be rendered unreadable anywhere it is stored.  With Intellicom Intone, telephone keypad tones are automatically filtered out and are not captured in the call-recording, which therefore does not have to be paused during the transaction. This provides greater PCI compliance, enhanced security and comfort for both the company and for the customer.

Available to new and existing customers, Intellicom Intone has been added to the existing suite of options available in the Intellicom Intune telephony and contact-centre solution platform.

Insurance broker, Gorman Hooper Dolan, part of the Hooper Dolan Group, was the first organisation to use Intellicom Intone and managing director, Ollie Gorman gives an insight to how it has impacted their business; “Once a call recording is interrupted or paused, it left us, as a business, very vulnerable should a customer dispute what was said during that pause. Intellicom Intone has removed this vulnerability and given both the company and our agents the confidence that everything said is on record and stored should issues arise. For us, it’s been a simple but very important addition and easily understood and used by customers.”

Leading the development of Intellicom Intone, Cian Maher, CTO of Intellicom says it’s a major step forward for companies towards full PCI Compliance

Further enhancements of Intellicom Intone are planned with a fully automated payment gateway option currently in development. This will enable the call agent to hand over the transaction to the automated payment gateway once an amount of money has been specified. The user will then be automatically prompted to accept the value is correct via their keypad, input their credit card information and finalise the transaction. This additional Intellicom Intone facility is expected to go live in Q3 2018.