3rd Party Remote Call Monitoring Feature

The Telax Hosted Call Center has received some pretty significant enhancements that will provide increased security options for Payment Card Industry (PCI (News - Alert)) compliance on the cloud-based contact center software.

Telax provides clients with a customizable, easy-to-use hosted call center solution with capabilities such as multi-channel ACD, self-service IVR, workforce management, recordings, reports, CRM integration, social media and more.

Organizations that deal with cardholder information are mandated to follow the Payment Card Industry Data Security Standard (PCI DSS). The new security enhancement has further improved the company’s ability to support its clients as it allows credit card information to be excluded from call recordings. Clients using Telax’s Call Center Agent (CCA) are now able to pause a call’s recording through the software itself.

Further, agents can pause the recording function while a customer is communicating sensitive credit card information and then continue recording the conversation once the sensitive information has been relayed. The call recordings are encrypted as per PCI DSS 2.0 mandates 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, Telax, 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.”

Telax hosted call center solutions are used by numerous federal, state and municipal government agencies.

In another recent announcement, the Bureau of Indian Affairs (BIA) selected the Telax solution after it found that the company’s software was not only extremely technically suitable but also priced affordably, thereby well-suited for addressing the precise requirements of BIA.

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