The burden of sensitive data storage rests solely with the payment provider.

The voice flow is therefore uninterrupted as the customer enters their details.Īs DTMF masking technology removes spoken card data, there’s no possibility of the contact centre inadvertently recording sensitive financial information. The best solutions allow the customer and agent to speak at all times during the payment process. By preventing payment data from entering the environment in the first place, there is no data stored to breach.ĭTMF masking technology for PCI compliance removes any need for the agent to see, hear or store sensitive payment data. The use of DTMF masking technology for PCI compliance can eliminate data breaches at the contact centre level. This process means the data completely bypasses the contact centre environment.

The captured card data is then sent straight to the Payment Service Provider (PSP) for processing. These tones are intercepted by the PCI Pal system and masked with a monotone comfort beep for the agents. In DTMF masking, the consumer enters their card number, expiry date and security code using their telephone keypad, rather than speaking their payment card data. What is DTMF Masking?ĭTMF is the discordant two-tone signal, or sound, that is generated when you press a button on a telephone’s touch keypad. PCI Pal Agent Assist and IVR Payments use DTMF masking technology to suppress the telephone keypad tones entered by a customer during a financial transaction. This view is underlined and supported by the PCI SSC’s guidelines on ‘ Protecting Telephone-Based Payment Card Data’. Pause-and-resume call recording and clean room environments should be upgraded to more advanced technologies using Dual Tone Multi Frequency (DTMF) masking. Outdated and impractical solutions for achieving compliance to the Payment Card Industry Data Security Standard (PCI DSS) need to be replaced with customer-centric solutions.

Dtmf masking