PCI-compliant call recording without asking agents to press pause
Recording every interaction is essential for quality and dispute handling, but capturing card numbers or health information in those recordings creates regulatory exposure. Many contact centers still rely on agents to pause recording at the right moment, which means compliance depends on memory under pressure.
Why manual pause fails
Agents forget, pause too late or forget to resume. Each miss either captures sensitive data or loses the rest of the interaction. Auditors know this, and manual processes are difficult to evidence.
Automating the sensitive moment
Automated pause triggers on context: entering a payment flow, opening a specific screen, or reaching a step in a script. Recording resumes automatically when the sensitive step ends, for both call and screen recording.
- Consistent behaviour regardless of agent experience
- Audit trail showing when and why recording paused
- Reduced PCI DSS scope for recordings and storage
Beyond payments
The same approach applies to protected health information under HIPAA and personal data under GDPR. Define the sensitive steps once and enforce them everywhere.
Secure PAuse automatically pauses and resumes call and screen recording at sensitive moments, with no agent effort.