Payment Card Industry Data Security Standard (PCI DSS) Compliance using Samsung CMS

​Payment Card Industry Data Security Standard (PCI DSS) is a huge consideration for many businesses and some industries can be stricter than others. To achieve PCI Compliance the company must establish what is required from their industry regulators. 

A primary means today of complying with PCI DSS is to pause and resume call recordings, so as not to capture parts of the customer call in which sensitive information is given E.g. credit card data, social security number, etc.  

Samsung CMS can achieve this in one of two ways:

1. DTMF stop/start recording gives a business the ability to pause and resume a call recording by punching in a 3 digit code on the handset. This has proven to be very effective for many organisations, however it does require manual intervention which brings the possibility of the agent failing to pause the call recording. This option requires managers or team leaders to monitor agents, ensuring they manually pause and resume the call recording.
2. ​Automatic stop/start recording is triggered by Samsung CMS according to screen navigation. When an agent navigates to the payment page a command is sent to the system to automatically pause the call recording. Once the agent navigates away from the payment page, the recording is then prompted to resume. This does not require any manual intervention.

There are other factors a business must consider in order to be fully compliant, which will be outlined by their industry regulator or auditor.

Please see additional information on the Samsung CMS microsite http://www.cmsforsamsung.com/news/call-recording-achieving-compliance

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