The latest version of Oak’s market leading Call Recording solution, RecordX, has been tailored to meet the specific requirements of the Payment Card Industry. Currently all of our call recording products store calls using AES 256bit encryption. This means the calls are secure and tamper-proof. However, in mid 2010 the PCI stipulated that if members do record calls they should make “best endeavours” to ensure that the three-digit CV2 number is not recorded.
RecordX includes a new feature that allows agents to tell the call recording system not to record the part of the call where the customer speaks the CV2 number. The agent can enter the ‘stop recording’ command during the call to pause recording and the ‘start recording’ command to resume. So for example the agent would stop the recording then ask; “Can I have the last three digits on the back of your card" before entering the resume command. The CV2 number is not recorded, while the rest of the call is recorded and easily available for playback using the RecordX web interface.
Why Use Oak RecordX
The range of uses to which call recording is now being applied has expanded greatly. Users can now opt for solutions that record 100% of calls – essential in businesses that need to record calls for legal or compliance reasons.
The functionality of call recording solutions today goes beyond the simple recording of calls. You can now automatically analyse what is going on in those calls: from assessing the effectiveness of call handling scripts, to identifying customer service trends or spotting product mentions in calls.
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Why use T2K for Your Telecoms?
T2K has a great deal of experience in installing and maintaining telephone systems across the UK since 1991.