VoiceBase for PCI Compliance
Ensure compliance For every customer interaction.
Empower your agents, minimize risk.
Detect and Redact PCI /PII Data
Contact centers face an enormous responsibility of keeping customer PCI and PII data safe and secure. As agents are increasingly working from home, this becomes an even larger challenge. With VoiceBase PCI redaction, organizations can protect against risk and large compliance and regulatory fees.
Using Predicitve Analytics, call centers can even detect potential fraud and alert the proper supervisor.
The best part? It can all be applied automatically – for 100% of customer conversations – whether via phone or text.
Track Agent Performance And Experience
Flag Unauthorized Terms
Flag banned or unauthorized terms within your voice data that merit risky behavior on behalf of your employees.
Track Non-Compliant Keywords
Utilize keyword spotting groups and categories to track all occurrences of potential non-compliance within your call center.
Optimize Agent Coaching and Scoring
Monitor Every Call
Monitor your calls to abide by the specific rules outlined in the federal consumer protection laws and enforced by the CFPB, the FTC and the OCC. Ensure that your agents are not deviating from pre-determined, compliance-ready verbiage.
Better Scripts For Better Agents
Quickly identify who is following compliance scripts and who is not. Better train the agents that need help the most by adjusting scripts and enforcing adherence.
Redact PCI, SSN and other PII
Redact Sensitive Customer Information
Sensitive information like payment cards, social security numbers, and account numbers needs to be properly redacted from your customer conversations to adhere to data security laws. VoiceBase automatically detects exactly where this information is spoken and redacts it from both the transcripts and the audio files to ensure the security of your data.
Focus on Extracting Value
With properly redacted files, you have the freedom to perform unlimited queries and searches across all of your customer interactions. VoiceBase is PCI DSS Level 1 Certified so you can have peace of mind when it comes to data security, and focus on getting the insights you need.
Create Custom Regulatory Dashboards With the BI Tool of Your Choice
Pre-Made & Customized Dashboards
Utilize VoiceBase’s pre-built dashboards or customize your own to pinpoint potential risks fast:
- Agent Scorecards
- Topic Discovery
Reduce compliance risks with quick analysis of all your interactions:
- Monitor if agents are following compliance scripts
- Track flagged keywords
- Search for specific compliance-related topics to see how agents are handling them
Read more on VoiceBase Compliance TOOLS
Get A PCI REdaction Demo
A VoiceBase expert can help you get started today.