Cloud Recording - Optimise Advanced PCI Module Application Note

Transcription

1 Cloud Recording - Optimise Advanced PCI Module

2 1. Introduction The PCI Security Standards Council published the DSS with the aim of reducing fraud and protecting customers from data theft. This has become crucial because emerging technologies (amongst other factors) have meant an increase in the number of fraudulent transactions taking place. To be compliant, payments must be processed securely. However, one key issue with achieving this is that many organisations which are required to record their calls also take payment card details over the phone this makes the recording and storage of this data is an important compliance issue. Optimise OnDemand ensures that the card data is never recorded. It is a network based recording service that also offers Magnetic North s unique secure mode which is initiated whenever card details are requested from customers. The customer enters the details using their telephone keypad which removes the need for customers to speak their card details to your agents at all and is therefore completely PCI compliant. At the same time the customer is still assisted by the agent who never leaves the call. By directing incoming and outgoing calls via Magnetic North, we can pass all calls through our Optimise OnDemand call recording platform - invoking payment card collection when required by your systems. This can be achieved completely transparently without affecting your existing services. Furthermore, this can be achieved on a flexible zero capex, pay-as-you-go basis, where Magnetic North will scale as required by your business. Magnetic North is a company which provides cloud-based contact centre solutions Optimise OnDemand for Call Recording and Maximise OnDemand for inbound and outbound contact management. This will describe how OnDemand can provide PCI-compliant from the cloud and protect your business from compliance issues Magnetic North Software Public Page 2 of 5

3 2. Magnetic North Solution Highlights Our proposal is very straightforward: 1. Direct incoming and outgoing calls via Magnetic North data centres. 2. Pass the calls transparently through our Network Call Recording and PCI systems. 3. When required, invoke secure payment collection in the network via web-based API call. Our unique approach offers the following advantages: ZERO CAPEX Magnetic North provide OnDemand services on a pay-as-you-go basis LOW IMPACT OnDemand will have minimum impact on your network for low risk deployment and operation FREE UPGRADES OnDemand will remain always upgraded with the latest technology with no expensive hardware and software upgrades, zero extra cost CARRIER GRADE A platform that has been designed with resilience and redundancy in mind from the ground-up for true carrier-grade reliability 2013 Magnetic North Software Public Page 3 of 5

4 3. Solution Architecture The technical proposal is straightforward and is based on the principle that Magnetic North can record calls and process payment card details for calls that pass transparently through our datacentres. Magnetic North proposes that you direct incoming and outbound calls via Magnetic North datacentres. This can be achieved as follows: Re-direct Non-Geographic Numbers to new geographic numbers hosted by Magnetic North. Calls will be redelivered directly to your existing geographic numbers. Port your existing geographic numbers to Magnetic North. Calls will be redelivered to new geographic numbers hosted on your premises. Direct outbound calls to Magnetic North using Indirect Carrier Access (IDA), Carrier Pre-Select (CPS) or 101-0XXX Carrier Access Codes (CAC) OnDemand will immediately re-deliver incoming and outbound calls to their destination with zero latency, whilst Optimise OnDemand is recording the call in the cloud for later search and playback. As soon as customer payment is required, your applications will request payment collection from Magnetic North using an XML-based API call, at this point the agent is placed on-hold and hears comfort tones only. Magnetic North collect payment from the caller using DTMF and pass the transaction details back to your applications using XML over a secure IP link. The following diagram illustrates the call-flow in more detail for a typical inbound call scenario: 2013 Magnetic North Software Public Page 4 of 5

5 Agent-managed Call Flow Many customers prefer that the agent is present during the entire call, in order to maintain a more natural conversational style of transaction. In this mode, the process would work as follows: 1. Caller dials existing service number 2. Carrier directs the number to Magnetic North data centres 3. Magnetic North initiates call recording and re-routes the call to call centre with zero added latency 4. At some point in the call, the business application initiates Privacy Mode via API call. 5. Agent will confirm a session ID using a unique PIN# using DTMF from their telephone (not audible to the caller) from this point onwards the agent will be present in the call but will hear comfort tones only. 6. OnDemand collects payment card details using IVR prompts and DTMF from the customer. 7. Transaction details are passed to the business application using XML over a secure IP connection. IVR Mode Magnetic North s Advanced PCI API can also be implemented in IVR systems in order to hand-off payment collection processing to an automated system either by the agent at some point during the call, or as a fully automated payment collection solution for out-of-hours payments for example. Unique call references are generated using DTMF sent to the IVR system, the IVR then prompts the customer for payment card details and passes the transaction results back to the host application via the Advanced PCI API. Advanced Call Indexing Optimise Call Recording provides advanced features for tagging network-recorded calls with additional details from your PBX via CTI for example the ID of individual agents taking each call. Optimise Advanced Indexing can even log the transaction ID for customer interactions with data from your back office systems via a simple, lightweight API. Maximise Integration The Optimise Advanced PCI module can be used in conjunction with Optimise Call Recording and any other call management platform however tightest integration into inbound and outbound workflows can be found through its embedded functionality in Maximise OnDemand. Tied together with Maximise interaction scripting tools, you can build a powerful, secure call handling and payment collection solution out of the box Security & Reliability Magnetic North s OnDemand services are true carrier-grade solutions built on multiple, distributed, resilient hardware platforms. Your configuration and transaction data is securely maintained within a unique partition and is completely inaccessible to other users. As well as providing PCI payment collection services, Magnetic North s facilities are PCI-secured in order to ensure that all other customer data is protected. Magnetic North operates to ITSEC and ISO27001 compliant security standards Magnetic North Software Public Page 5 of 5