Protecting sensitive information from being heard or seen during live agent call interactions is an important factor in data security, fraud prevention, and regulatory compliance. iGuard™ is a DTMF masking solution that eliminates the verbal exchange of sensitive data allowing customers and agents to stay connected throughout the call; interrupting risk, not calls.

Increased Security and Customer Satisfaction

iGuard™ is a DTMF masking solution that conceals customers' sensitive data during live agent interactions. Not only does iGuard™ assist contact centers with security concerns and compliance adherence, but iGuard™ also increases customer satisfaction! By allowing customers to control the input of their data, transaction accuracy, call handling times, and sense of security improves resulting in a positive customer experience.

Here are a few of the benefits your contact center and your customers will realize with the implementation of iGuard™!

  • Saves time as it allows agents to cascade PII across all payments (one-time and recurring) without having the customer repeat the information.
  • Reduces payment call transaction times between 7-10 seconds as the agent no longer needs to read the card number back to the caller.
  • Increases security and reduces PII data exposure thus decreasing PCI scope in many cases.
  • Customizable as it works with credit cards and other sensitive data such as Social Security numbers, date-of-birth, and PIN.
  • iGuard™ is a premise application that is offered as a subscription service based on the number of agents that use it monthly; in contrast to transaction based models.

Silence is Golden

iGuard™ eliminates the verbal exchange of sensitive data by allowing customers to use their telephone keypad to securely enter their information. This provides security for customers as they no longer have to verbally provide sensitive data in public places risking someone overhearing and possibly misusing the information.  The numeric details are concealed throughout the transaction process effectively preventing agents from seeing or hearing the data, and quality monitoring systems from recording or storing the sensitive data. Data is never stored within the iGuard™ secure data server.

If sensitive data is neither heard, nor seen, it can't be misused.

iGuard™ in Action

Take a look at how iGuard™ works in a payment transaction situation. As a PCI PA-DSS validated software application, iGuard™ prevents sensitive data from traversing across applications, the network and throughout your telephony environment. iGuard™ can automatically turn off quality management recording software when customers provide their PII, eliminating the chances of any sensitive data being stored in contact centers' systems.

Industry Compliance

iGuard™ can help your contact center comply with industry regulations such as:

  • Payment Card Industry Data Security Standard (PCI DSS)
  • Health Insurance Portability and Accountability Act of 1996 (HIPAA)
  • Statements on Standards for Attestation Engagements (SSAES)
  • Service Organization Controls (SOC)
  • Safe Harbor Privacy Principles

iGuard™ Resources

Protect It. Silence It. iGuard It!

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