By Anshu Shrivastava TMCnet Contributor
Veritape has developed a device known as CallGuard to prevent theft of customer payment data exchange over the telephone. The company said that this device solves what has appeared to be a near-insurmountable technical problem for call centres. “CallGuard plugs a very large hole in data security and removes any risk to the customer by shielding the data from potential fraudsters,” said Cameron Ross, managing director at Veritape.
According to industry rules, call centres need to make protection and non-storage of credit card details a mandatory requirement. However, despite this, most call centres do not follow the guidelines. A recent study by Veritape found 93 percent non-compliance amongst UK call centres due to the complexity and cost of compliance. Ross noted that businesses have been searching for a solution to the problem of protecting customer data given in over-the-phone transactions for years, without a massive overhaul of processes and systems. “We’ve worked out a simple and affordable way of achieving that.” This is especially relevant where a company has already invested thousands of pounds in a call recording system, only to later find that it does not comply with Payment Card Industry (PCI (News – Alert)) regulations, Ross said. Veritape CallGuard is a plug and play technology, there is no complicated or expensive integration with current systems, it simply bolts on to the existing set-up, Ross said. CallGuard detects and blocks the ‘DTMF’ tones, the sounds produced when keying in a number. Company officials said that by doing so it prevents any storage of the numbers being communicated by the customer. Additionally, it automatically enters these card details into password style fields, which themselves are obscured with asterisks or similar. Company officials said that the technology is built into a box the size of a large shoe box with an additional small USB device per workstation. Plus, it can work internationally, protecting calls made to off-shore call centres. CallGuard is fully compatible with any call recording system, and also it ensures that recorded telephone conversations are fully compliant with the PCI regulations. Veritape provides software-based call recording services to businesses and not-for-profit organisations via a low-risk rental model, offering an alternative to traditionally fixed hardware solutions. Earlier this year in February, Veritape celebrated its tenth consecutive year of solid revenue growth.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.
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