OAISYS(R), a leader in business call recording and contact center management solutions, announced the publication of a white paper titled, “Payment Card Industry Data Security Standards (PCI-DSS) Guide for Contact Center Managers,” in partnership with noted industry leader DMG Consulting LLC.
The guide provides an overview of PCI policies governing financial transactions using credit and debit cards around the world, how those regulations apply to contact centers, “dos” and “don’ts” involving data storage and management, as well as a range of other issues.
Since PCI-DSS touches multiple operations and processes in contact centers, the guide addresses the overlapping issues in clear and concise language to give contact center managers a central starting point to examine their compliance needs. Among the issues reviewed are:
— An introduction to PCI-DSS
— Requirements for violation notifications
— PCI-DSS legal force and status
— Methods for standard adherence
— Review of the most applicable standards for contact centers
— Protecting cardholder data
— Standard application for remote workers
“While our primary area of focus is call recording and interaction management, our software commonly becomes part of a much bigger solution ecosystem, especially within a contact center setting,” said Brian Spencer, president of OAISYS. “PCI-DSS impacts many aspects of a contact center’s operations beyond just call recording and documentation storage, and DMG Consulting is a highly regarded expert firm in all areas of contact center management. The guide provides tremendously useful information to those businesses affected by the PCI standard, and we are very pleased to make this resource more widely accessible to that audience.”
“PCI-DSS compliance is essential for any organization concerned with protecting the safety of their customers’ personal payment card information,” said Donna Fluss, president of DMG Consulting. “This guide explains key PCI-DSS compliance considerations in a very practical and straightforward manner, and can help with implementing a strategy that protects an organization and its customers from the liabilities and potential costs associated with card data theft.”
The guide can be downloaded here.
About OAISYS: OAISYS(R) ( www.oaisys.com ) is a leading developer of call recording and contact center management solutions for a wide range of organizations, from small- to medium-sized businesses to multi-site large enterprises. The OAISYS voice documentation and interaction management solutions help companies within a variety of industries — including healthcare, automotive dealerships, financial services, and the public sector — attract and retain customers by digitally capturing phone-based interactions for simple retrieval, playback and management. Compatible with leading business communications system providers, including Avaya, Mitel, ShoreTel and Toshiba, as well as SIP-based communications services, OAISYS Tracer and Talkument applications help companies improve risk management, quality assurance, customer retention, dispute resolution, regulatory compliance requirements and other critical business concerns. OAISYS is headquartered in Tempe, Ariz. OAISYS Limited is located in Cambridge, England.
About DMG Consulting LLC DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.
DMG Consulting is the leading provider of industry research for many segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure Solutions, Interactive Voice Response Systems, Unified Communications and Outbound Dialing Solutions. For more information, visit http://www.dmgconsult.com/ .