Protecting telephone-based payments in the contact center is not a new initiative or a new conversation.

The power of DTMF masking in agent assisted payment transactions is that the sensitive cardholder data is not seen, heard, nor recorded; protecting cardholder data and assisting with PCI DSS compliance initiatives.

In July 2016, Metro implemented IntraNext’s iGuard™ DTMF data capture software solution to address the inefficiencies of pause and resume, and to descope agent workstations.

The introduction of DTMF masking should be considered best practice, albeit not an “official” PCI DSS requirement. 

Event Intelligence™ CTI software platform is rated compliant with Avaya Aura® Communication Manager 7.1 and Avaya Aura Application Enablement Services 7.1.  

DTMF masking technology in the contact center has been a giant step forward in securing customers data. 

This unique solution can remove PII near the VOIP ingress point of a contact center environment without disrupting the telephony voice path. 

One area of securing customer data that is often overlooked is when customers are asked to verbally provide their sensitive data over the phone in live agent interactions.

We recently sat down with Karen Webster, PYMNTS.com, and Alex Pezold, TokenEx, and discussed why tokenization should be added to the list of best practices in contact center security.