CallGuard blocks credit card data from any call recording system, ensuring that contact centres comply with the stringent PCI DSS credit card processing security requirements.
Managing Director of Veritape, Cameron Ross, said “We’re very grateful to our long-standing clients for continuing to use Veritape’s call recording software year after year. We’re also really appreciative of all those new companies who have started using CallGuard this year, to block credit card information from other call recording systems.”
Veritape’s CallGuard customer base has grown significantly in the last financial year, ending 31 August 2012.
“The contact centre industry is seeing a rather slow adoption of traditional approaches to PCI DSS and call recording, such as ‘pause and resume’,” said Mr Ross. However, he believes methods such as CallGuard (where the caller continues to talk with the agent throughout the call and is still able to shield their card data by using DTMF keypresses) are seeing much more rapid take-up. “That’s been the message of the year for us: callers want to keep their personal card data private, and are increasingly demanding to make payments using DTMF.”
To make a payment over the phone by DTMF, the caller types credit card numbers into their telephone handset. This means that the call centre agent no longer hears the customer speaking their credit card number. In turn, the customer is assured that their personal card details are safe – not just from call centre agents, but also from people in their workplace or commuter train who may otherwise overhear them.
“From a broad range of new clients, we’re receive a consistent message: DTMF payments are helping us not just to protect customers’ credit card details and comply with the PCI DSS, but also to improve the customer experience at the same time,” said Mr Ross.
Further, Mr Ross believes that the increasing desire to meet both compliance and customer service requirements is not unique to any one sector: “It’s such a diverse range of companies moving in this direction. From specialist home-working provider Sensée, to Carnival Cruises, one of the world’s largest vacation companies, to Trulia, a rapidly-growing USA real estate and rental listings site with 450 staff. These are the sort of companies adopting DTMF payments using CallGuard.”
“This year we’ve also implemented with some major international outsourcers. One is Affinion Group, which is very pleasing; they have 3000 employees. Once, large outsourcers thought it was too difficult to implement a PCI DSS-compliant call recording system in an environment where they use multiple payment applications. CallGuard is showing them that actually the opposite is true, and I think it marks a real turning point for compliance activities within the outsourcing industry.”
Such strong demand in the market for CallGuard has also resulted in a new major supply agreement between Veritape and a leading call recording supplier. Through this new partnership, CallGuard will be delivered to new customers in every market globally.
Mr Ross explains: “In recent years, we have established a trusted network of resellers and referral partners in North America, Australia and Europe. This new agreement has extended that reach substantially, opening new doors for our CallGuard technology in every country. We’re particularly excited to have a global reach for CallGuard, as the demand for PCI DSS call centre products hots up in markets like Asia and the Middle East.”
ABOUT VERITAPE AND CALLGUARD
Veritape is a privately owned, innovative technology company specialising in developing powerful PCI DSS compliant call recording software solutions. Veritape has more than a decade of experience in the telecoms industry.
A trusted voice on PCI DSS compliance issues, Veritape is the only call recording company accredited as a PCI SSC Participating Organisation. Veritape regularly gives direct feedback on our customers’ PCI compliance challenges and insights to the PCI Council.
CallGuard was created by Veritape in 2010. It is a powerfully simple tool which makes recorded calls fully PCI DSS compliant. It works with any call recording system as well as with Veritape’s powerful call recording software.
To find out more about Veritape call recording software visit http://www.veritape.com. For more information on CallGuard, visit http://www.callguard.co.
+44 8458 99 55 00