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What PCI – DSS Really Means for your Contact Center (Whitepaper)

What PCI – DSS Really Means for your Contact Center

By Donna Fluss


Executive Summary

There have been lots of discussions and debates about the Payment Card Industry – Data Security Standard (PCI-DSS), due to the lack of clarity regarding these requirements, particularly for call and contact centers who are actively engaged in many credit/debit card payments. PCI-DSS came about when the top 5 credit/debit card brands decided to align their fraud prevention guidelines to benefit their issuers and processors around the world. In 2004, they released their first set of guidelines, which resulted in so much confusion that an entire industry and ecosystem developed to help companies comply with these regulations.

This white paper is intended to help call center and contact center managers understand the impact of PCI-DSS on their agents and their ability to record and store these transactions. And for organizations that must comply with these regulations, this paper gives insights into methods for maintaining adherence. DMG Consulting recommends that all affected organizations involve their legal and auditing teams in the PCI-DSS compliance process, even though it is not federal or state law (although a few state laws do reference these guidelines).

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