T +44 (0) 1189 184 600 E [email protected] W ipintegration.com PCI HISTORY SYNOPSIS. 2009 2013 2014 2015 In 2009, Ladbrokes found themselves faced with a new regulatory challenge: PCI DSS. They thought they could resolve their compliance issue through call recorder integration by allowing the recording to be paused when a customer was speaking their payments details, and then resumed automatically afterwards. After assessing market offerings, Ladbrokes found these solutions to be prohibitively expensive, complex and lacking in reporting capability. TrustCall Pause & Resume v1 was born, and we were proud parents! With support for numerous desktop environments, CRM solutions, a fantastic set of reporting and alerting controls, all at a compelling price point, we soon realised we had developed a market leading solution! Several years later, TrustCall Pause & Resume had been deployed to 20,000 agent positions globally and we have been recognised as leaders by brand names such as Direct Line Group, LV= and The Co-Operative all enjoy the benefits of our solution. In 2013, with the evolution in technology and new regulatory requirements, and whilst TrustCall Pause & Resume was a successful product, we realised that we needed to add a DTMF suppression solution to our portfolio to enable our customers to descope their call centre payments environment from PCI DSS, going beyond what Pause & Resume could offer them. After a soft launch of TrustCall On-Demand, our customers immediately realised its benefits. Significant global logistics, utilities, media and finance companies all implemented our innovative cloud solution and reaped the benefits of its compelling commercial model, processing multi-millions of transactions each year. In 2015, always listening to our customers, we introduced our legacy data solution which enabled them to solve the problem of historical or “toxic” calls held within their recording archives. Two elements needed to be addressed: maintaining clean and compliant archives for those regulated industries where call recordings must be kept for a period of time, or delete “toxic” call recordings altogether when archiving is not required. This is why we developed TrustCall Legacy Cleanup, which allows terabytes of call recordings to be scanned very quickly with advanced speech analytics tools to identify the “contaminated” calls and either purge them or retrospectively redact the card details. Not resting on our laurels, and fuelled by markets dynamics brought about by impending regulations such as the 2nd Payments Services Directive (PSD2) and the General Data Protection Regulation (GDPR), we channelled our effort into the Identification & Verification domain. We wanted to be able to offer our contact centre customers ways to securely interact with their clients through two-factor- authentication (2FA) and voice biometrics. This is how TrustCall Identity was added to our portfolio. As we always put the customer at the centre of our strategy, we aimed to provide a solution that didn’t require massive investment in on-premise hardware or wholesale transfer of call traffic to one supplier, that was only invoked when a payment needed to be made, and that was flexible to deploy. This is how in 2014, with our extensive CTI and signalling expertise, development started on TrustCall On-Demand and a patent was filed. The TrustCall On-Demand patent quickly reached pending status as it was unique in delivering a cloud transactional charging model with a cloud payment solution only invoked at the point of payment and only on payment calls. 30+ year pedigree With our 30+ year pedigree in call centres, we pride ourselves in establishing strong partnerships with our customers. This is why Ladbrokes, for whom we had deployed a number of CTI and IVR solutions for their contact centres in Europe, approached us with the challenge of creating a pause and resume application which addressed the limitations they found. TrustCall Pause & Resume TrustCall Identity TrustCall Legacy Cleanup DELIVERING BEYOND TODAY. TO MAKE MORE OF TOMORROW. TrustCall On-Demand With TrustCall Pause & Resume, TrustCall On-Demand, TrustCall Legacy Cleanup, and TrustCall Identity, we believe we have the most rounded contact centre compliance solution portfolio in the market ensuring that our customers stay secure, compliant and able to focus on their core business – without needing to be compliance experts. But that’s not all, so watch out for our new TrustCall Webchat coming out soon... DELIVERING BEYOND TODAY.
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T +44 (0) 1189 184 600 E [email protected] W ipintegration.com
PCI HISTORY SYNOPSIS.
2009
2013
2014
2015
In 2009, Ladbrokes found themselves
faced with a new regulatory challenge:
PCI DSS. They thought they could resolve their
compliance issue through call recorder
integration by allowing the recording to be
paused when a customer was speaking
their payments details, and then resumed
automatically afterwards. After assessing
market offerings, Ladbrokes found these
solutions to be prohibitively expensive,
complex and lacking in reporting capability.
TrustCall Pause & Resume v1 was born,
and we were proud parents! With support
for numerous desktop environments, CRM
solutions, a fantastic set of reporting and
alerting controls, all at a compelling price
point, we soon realised we had developed a
market leading solution!
Several years later, TrustCall Pause & Resume
had been deployed to 20,000 agent positions
globally and we have been recognised as
leaders by brand names such as Direct Line Group, LV= and The Co-Operative all enjoy
the benefits of our solution.
In 2013, with the evolution in technology
and new regulatory requirements, and whilst
TrustCall Pause & Resume was a successful
product, we realised that we needed to add
a DTMF suppression solution to our portfolio
to enable our customers to descope their call
centre payments environment from PCI DSS,
going beyond what Pause & Resume could
offer them.
After a soft launch of TrustCall On-Demand,
our customers immediately realised its
benefits. Significant global logistics,
utilities, media and finance companies all
implemented our innovative cloud solution
and reaped the benefits of its compelling
commercial model, processing multi-millions
of transactions each year.
In 2015, always listening to our customers,
we introduced our legacy data solution
which enabled them to solve the problem
of historical or “toxic” calls held within their
recording archives. Two elements needed
to be addressed: maintaining clean and
compliant archives for those regulated
industries where call recordings must be
kept for a period of time, or delete “toxic” call
recordings altogether when archiving is not
required.
This is why we developed TrustCall Legacy Cleanup, which allows terabytes of call
recordings to be scanned very quickly with
advanced speech analytics tools to identify the
“contaminated” calls and either purge them or
retrospectively redact the card details.
Not resting on our laurels, and fuelled
by markets dynamics brought about by
impending regulations such as the 2nd
Payments Services Directive (PSD2) and
the General Data Protection Regulation
(GDPR), we channelled our effort into the
Identification & Verification domain.
We wanted to be able to
offer our contact centre
customers ways to securely
interact with their clients
through two-factor-
authentication (2FA) and
voice biometrics. This is
how TrustCall Identity was
added to our portfolio.
As we always put the customer at the centre
of our strategy, we aimed to provide a solution
that didn’t require massive investment in
on-premise hardware or wholesale transfer
of call traffic to one supplier, that was only
invoked when a payment needed to be made,
and that was flexible to deploy. This is how
in 2014, with our extensive CTI and signalling
expertise, development started on TrustCall On-Demand and a patent was filed. The
TrustCall On-Demand patent quickly reached
pending status as it was unique in delivering
a cloud transactional charging model with a
cloud payment solution only invoked at the
point of payment and only on payment calls.
30+ year pedigreeWith our 30+ year pedigree in call centres,
we pride ourselves in establishing strong
partnerships with our customers. This is why
Ladbrokes, for whom we had deployed a
number of CTI and IVR solutions for their
contact centres in Europe, approached us
with the challenge of creating a pause and
resume application which addressed the
limitations they found.
TrustCall Pause & Resume
TrustCall Identity
TrustCall Legacy Cleanup
DELIVERING BEYOND TODAY.TO MAKE MORE OF TOMORROW.
TrustCall On-Demand
With TrustCall Pause & Resume, TrustCall On-Demand, TrustCall Legacy Cleanup, and TrustCall Identity, we believe we have the most rounded contact
centre compliance solution portfolio in the market ensuring that our customers
stay secure, compliant and able to focus on their core business – without
needing to be compliance experts.
But that’s not all, so watch out for our new TrustCall Webchat coming out soon...
DELIVERING BEYOND TODAY.
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