Contact Center Security and Compliance (TCPA/PCI)

If your contact center isn't secure, your customers won't be either.


TCPA

The Telephone Consumer Protection Act (TCPA), first enacted in 1991, was created to protect consumers from unsolicited phone calls, faxes, and texts. The act restricts a business’ ability to contact a mobile device through automated telephony dialing systems unless express prior consent is given.




3CLogic’s Approach to TCPA

PCI

Payment Card Industry (PCI) Data Security Standard (DSS), more commonly known as PCI DSS, is a mandatory security standard for entities processing, transmitting, and storing sensitive payment information. Enacted to help businesses better prevent, detect, and react to security breaches involving payment card data, PCI DSS strives to protect both consumers and the businesses serving them.


How 3CLogic keeps you PCI Compliant

Telephone Consumer Protection Act (TCPA)

Modern TCPA (Telephone Consumer Protection Act) regulations, created to protect consumers from unsolicited and inconvenient phone calls, faxes, and texts, require businesses performing outbound campaigns to proceed with extreme caution. Restricting telephone solicitations and the use of automated telephony dialing systems, TCPA outlines a series of provisions, which can be challenging to follow without the right tools. With 3CLogic’s advanced solution powering your contact center, facilitate your ability to adhere to TCPA regulations, protecting both your business and its customers from unlawful interactions, while enhancing the success of any outbound campaign.

How does 3CLogic Address TCPA?

Compliance Scripting: With 3CLogic’s dynamic scripting engine, guide and ensure agents adhere to and provide all necessary information during every interaction as mandated by TCPA regulations, including the agents’ name, company name, and future means to communicate for correspondence.

Call Time Restrictions: Through 3CLogic’s supervisory controls, set specific hours of operation for your outbound dialing initiatives to restrict agents from contacting individuals outside the allotted window (8am-9pm local time), as designated by TCPA guidelines.

Do-Not-Call (DNC) List Screening: By uploading both an internal and national do-not-call list to the 3CLogic dialer platform, automatically scrub each lead in an outbound campaign to confirm your agents are only reaching out to those who have “expressed prior consent”.

TCPA Dialer Mode: TCPA regulations restrict an enterprise’s use of automated telephony dialing systems to contacting only those individuals who have given prior expressed consent, potentially presenting contact centers with a unique set of challenges. But with 3CLogic’s advanced TCPA Dialer mode, prohibit agents from manually or auto-dialing individuals included in a “TCPA enabled project”, mitigating the risk of unlawful interactions.

  1. During TCPA enabled projects, outbound calls are prohibited (including manual calling within the dialer) but will still display lead information for the agent to refer to.
  2. Supervisors and agents can seamlessly transfer between TCPA and Non-TCPA projects.
  3. Inbound calls can still be received regardless of the type of project an agent is assigned.
  4. Call handling features are restricted to “Save”, “Schedule”, “Result Code”, and “Finalize” to enforce TCPA compliance.

PCI Compliance

When handling customers’ sensitive payment information, your contact center’s success hinges on its ability to remain PCI (Payment Card Industry) DSS (Data Security Standard) compliant. But to attain PCI DSS compliance, many businesses are required to implement and maintain a substantial number of security controls, which can be challenging and costly without the right solution. With 3CLogic’s state-of-the-art platform powering your contact center, maintain PCI DSS Compliance with ease and protect your employees, customers, and business from detrimental security breaches.

Key PCI Compliance Features:

Manual Termination of Call Recording: Enable your agents to manually stop a call recording before sensitive payment information is shared with the simple click-of-a-button, removing the risks associated with storing credit card data.

Automatic Silence or White Noise Enablement: Automatically mask sensitive payment information during call recordings with silence or white noise triggered by actions imbedded within your call center’s scripts to ensure credit card data is not captured and stored.

Call Recording Encryption: Encrypt call recordings (using PCI approved encryption algorithms) stored for later retrieval, either locally or in the cloud, preventing the potential misuse of confidential payment card information

IVR Payment Card Input: When the time comes to gather a customer’s payment information during a transaction, automatically route them to an IVR for credit card input, removing the need for agents to hear, collect, or record sensitive information.

Locally Stored Call Recordings: Using 3CLogic’s unique Virtual Telephony Application Grid (V-TAG) technology, record calls locally on agent's PC instead of recording them centrally in an unknown location in the cloud.

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