Call Centre Compliance
Customer service is important for contact centres but compliance is also critical.
Take PCI compliant payments
The Payment Card Industry Data Security Standard (PCI DSS) provides security for customers who make payments.
ipSCAPE PAY is a cloud-based contact centre payment solution. Your agents can take payment transactions using credit card information over the phone in a secure, PCI DSS compliant manner.
Securely record your calls
Recording your calls helps you to meet your compliance requirements. Calls are securely recorded in full stereo.
Recordings are uniquely indexed allowing for easy retrieval. This enables supervisors to quickly locate any issues that may have occurred during the call.
Recordings can be searched by several categories including date, time, campaign, call duration, and agent that completed the conversation.
Store and manage your recordings with Vault
ipSCAPE Vault is a secure and scalable call recording storage solution built on Microsoft Azure Blob. Recordings can be stored for as long as you require to meet your industry compliance regulations.
Features to meet your compliance requirements
Reduce the risks of protecting your contact centre and your customers with ipSCAPE.
Meet compliance through automated call recording tagging. Easily retrieve and skip to the relevant section of the recording, whether this is the Terms and Conditions or specific policies. This eliminates the need to listen to the entirety of the call.
Speech analytics ‘listen’ to every call. Call recording allows easy transcription and search functionality to ensure you are meeting your industry compliance obligations.
Improve Agent Performance
Call recordings can be used to improve agent performance. Your Quality Assurance team can provide training and feedback based upon listening to the call recordings.