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Telax Hosted Call Center Encrypts Call Recording with New Security Enhancement

January 04, 2013


Telax Hosted Call Center provides services such as multi-channel Automatic Call Distribution (ACD), call recording, self-service Interactive Voice Response (IVR), workforce management, recordings, reports, CRM integration, social media and more to help clients improve businesses and customer interaction.

Services like call recording have become mandatory to ensure compliance and fight legal cases. Contact centers are also required to ensure security of customer information such as credit card details and other confidential information.

To further ensure security for customer data, Telax Hosted Call Center announced enhancement to security options for PCI (News - Alert) compliance on their cloud-based contact center software. The new security enhancement enables Telax to support its clients who perform credit card transactions via their hosted contact center solution.

The enhanced security solution automatically encrypts all call recordings. Credit card information can be excluded from call recordings. As mandated by PCI DSS 2.0, the call recordings are encrypted and stored following CSAE16/SSAE 16 SOC 1 audited policies and procedures.

“We are pleased to introduce this enhancement that complies with section 3.2 of PCI DSS security and storage prerequisites,” said Vladimir Pereira, chief architect of the contact center solution, in a statement. “Anything we can do to help our clients is a win-win situation, and we’re always looking for ways to improve their experience and their ease of maintaining compliance with critical industry standards.”

Clients using Telax’s Call Center Agent (CCA) are now able to pause a call’s recording through the software itself. Agents can-pause the recording function while a customer is communicating sensitive credit card information and then -continue recording once the sensitive information has been relayed.

Telax call center provides clients with responsive day-to-day support and no long-term contracts. The company serves major clients like Best Buy (News - Alert), Johnson & Johnson, CI Investments, Health Canada and the GSA enabling them to reduce costs and improve efficiency.

Are you looking for ways to accelerate agent performance? To learn about the top 10 ways to boost agent performance, click here.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Amanda Ciccatelli

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