Automate secure payment workflows, DTMF masking controls, and compliance evidence collection so your contact centre meets PCI DSS requirements without slowing agents down.
Contact centres that take card payments are in scope for PCI DSS compliance. Agents who hear, see, or transcribe card numbers create data exposure risk. Call recordings that capture DTMF tones or spoken card details must be managed carefully. Without automated controls, organisations rely on agent discipline and manual pause-resume recording — an approach that auditors and acquirers increasingly reject.
Agents who see or hear full card numbers are a compliance liability and a social engineering target.
Manually pausing and resuming call recordings during payment capture is error-prone and leaves gaps in QA coverage.
Proving PCI DSS compliance requires documented controls and evidence — difficult to produce from manual processes.
Without clear boundaries, the entire contact centre environment remains in PCI DSS scope, increasing audit cost and complexity.
Purpose-built capabilities — not generic templates you have to work around.
Integrate with DTMF suppression solutions so card digits are captured directly by the payment gateway without reaching the agent or recording.
Guide agents through a compliant payment process with on-screen prompts and automated recording controls.
Automatically log every payment interaction with timestamps, masking confirmation, and outcome for audit purposes.
Document network segmentation and data flow controls that reduce the PCI DSS scope of your contact centre environment.
Generate evidence and control documentation that maps to PCI DSS SAQ requirements for your annual compliance review.
The agent triggers the secure payment workflow from the agent desktop when the customer is ready to pay.
The system activates DTMF suppression so card digits entered by the customer are routed directly to the payment gateway.
The payment gateway processes the transaction and returns a success or failure result to the agent desktop.
The interaction record is updated with payment outcome, masking confirmation, and a timestamp — all stored for audit.
Try these tools to assess and improve your operations.
No. SwiftCase orchestrates the payment workflow and integrates with your chosen DTMF masking provider and payment gateway. Card data never passes through SwiftCase servers.
SwiftCase integrates with leading providers including Semafone, PCI Pal, and Encoded. We can also work with other providers via API.
When DTMF masking is active, the recording continues uninterrupted but card tones are suppressed at the network level. This eliminates the need for manual pause-resume and ensures full QA coverage.
By removing card data from the agent and recording environment, most contact centres can move from SAQ D to SAQ A or SAQ A-EP, significantly reducing the compliance burden and audit scope.
That depends on your transaction volumes and acquirer requirements. SwiftCase provides the workflow controls and evidence to support either self-assessment or QSA-led audits.
See how SwiftCase automates PCI DSS compliance for your contact centre. Book a demo with our team.
