How does CallGuard work?

CallGuard blocks the recording of sensitive authentication data whilst still recording calls.

It works by detecting and blocking DTMF tones. This short video shows you how:

Here’s an overview explaining how CallGuard works:

• Customers use their telephone keypad to communicate their payment card details. These key presses generate “DTMF tones” through the telephone; DTMF stands for “Dual Tone, Multi-Frequency” which is a universal standard built into every telephone; home, office or mobile.
• CallGuard automatically detects and blocks DTMF tones and therefore the payment card data from the call recording.
• At the same time, CallGuard automatically enters the customer’s card details into the relevant fields on the Agent’s screen, obscuring the card details with ‘***’ asterisks or similar. This means that the Agent handling the call never sees the card data.
• The end result is that you can fully observe PCI DSS call recording requirements and continue to record your calls.
• CallGuard requires no integration with your infrastructure. It sits like an ‘invisible layer’ on top of your existing systems which means that you keep your existing CRM systems, the same payment provider and the same internal processes. Everything keeps running as normal.

Offshore

CallGuard is a powerful asset to your offshore contact centres where you are removed from day-to-day control. CallGuard will give your customers the peace of mind of knowing that their sensitive data is never captured or stored and so cannot be misused, regardless of location.

Training

Training requirements for CallGuard are minimal. There is one simple change to their script: the Agent asks the customer to type in the card details using their telephone keypad. There is no typing by the Agent.

Click here to see CallGuard in action, from both the agent’s and the customer’s perspectives. CallGuard is a robust and proven solution that delivers PCI DSS compliance to any organisation that takes payments over the phone and records their calls. One which will let contact centre managers, finance directors and the compliance team sleep easy.

And if you take payments over the phone and do not currently record your calls, look no further than Veritape’s call recording software. Either way, to discuss your requirements, call 1300 765 543 or contact us.