Compliance Recording

Compliance and Risk Solutions For Organizations

Organizations today operate in a complex and ever-changing regulatory environment. They must comply with numerous laws, standards, and internal policies to avoid fines, legal action, and damage to their reputation. At the same time, fraud is becoming more sophisticated, and organizations must protect themselves and their customers from scams and other forms of financial crime.

Interaction Insight’s Compliance and Risk solutions help organizations address these challenges by providing them with the tools and capabilities they need to minimize their exposure to risks that arise from customer interactions. These solutions capture and retain customer interactions across all channels, including:

Social Media

This ensures that organizations can have a complete record of their customer interactions.

We also provide real-time fraud prevention at contact centers, helping organizations to identify and stop fraudulent activity before it causes harm. The solutions ensure compliance with regulations such as the PCI-DSS standard and the Dodd-Frank Act, assisting organizations in avoiding costly fines and other penalties.

Tools For the Trading Floor

NICE infographic of pci compliance for call centers

Call recordings are an essential tool for ensuring compliance on the trading floor.

They provide a record of interactions between traders and agents, which can be used as evidence in the event of a dispute.


If a trader claims that an agent gave them incorrect information, the call recording can be used to verify the conversation that took place. In addition, the call center recordings and compliance report can be used to ensure that agents and traders are following procedures and complying with relevant regulations.

Our call recording solutions go beyond simply providing a record of interactions. They also include interaction analytics and call center quality monitoring tools, which provide insight into service levels, processes, and customer attitudes. This can help your organization identify areas where you may be at risk of non-compliance so you can address those issues before they become a problem. We ensure organizations have confidence that they are meeting their compliance obligations and minimizing their exposure to risks on the trading floor.

PCI Compliance Call Recording

The Payment Card Industry Data Security Standard (PCI DSS) is a set of requirements designed to handle sensitive information and protect customers against identity theft safely. It applies to anyone who stores, processes, or transmits payment data, including contact centers. To follow PCI compliance for call centers, businesses must take steps to secure credit cardholder information and protect against fraud.

Contact centers can ensure PCI compliance call recording is being followed correctly by using recording solutions explicitly designed to meet the standard’s requirements. These solutions typically provide advanced privacy control, access control tools, multi-tiered security design, and end-to-end multimedia encryption capabilities, all of which help to protect customer data from unauthorized access or misuse.

In addition to using call recording solutions, contact centers must also ensure that they are following all of the other requirements of the PCI DSS. This includes implementing security management policies and procedures, designing their network architecture to be secure, and ensuring that their software is designed to protect sensitive data.

A company may also hire a PCI compliance manager responsible for implementing and maintaining the processes and controls necessary to meet the requirements of the PCI DSS. A PCI compliance manager is often tasked with assessing vulnerabilities in the organization’s systems and networks, implementing security controls to protect against these vulnerabilities, and ensuring that all employees are trained in PCI DSS compliance.

Featured Product

NICE’s Compliance Center is a unique end-to-end compliance solution that assures interactions are recorded, stored and accessible in adherence with specific regulatory requirements and according to the best practices and policies defined by each organization. The solution offers dedicated mechanisms to power better compliance processes. Agents can receive real-time notifications on their recording on demand system, or pause & resume activities, to ensure they don’t record sensitive information inadvertently. The IT team can promptly monitor their system’s behavior focusing on sensitive data, encryption, and access. A PCI compliance manager or officer can benefit from the mission critical mechanisms for policy definition, management and approval. This allows businesses to easily meet compliance requirements, and allows agents, IT teams, and compliance officers to focus on delivering exceptional customer experiences.

demonstration of pci compliance call recording on womans phone

SMARTER PCI Compliance Processes

compliance recording being used by woman at call center

NICE’s Compliance Center helps organizations comply with the Payment Card Industry Data Security Standard (PCI DSS) by providing actionable insights on stored and encrypted cardholder data. It includes an “Assurance Dashboard” that offers an overview of the mechanisms in place to detect vulnerabilities and allows encryption to be performed retroactively. The dashboard is customizable and alerts users according to pre-defined criteria. The Compliance Center also includes a “Policy Manager” which enables users to define policies for extraction in case of audits, as well as other common policies. The solution empowers users to monitor their activities and act upon insights quickly without being dependent on services or third parties.

Advanced Security & PCI Certification

The Compliance Center builds on the advanced security measures available with NICE’s market leading Engage compliance recording platform to act in accordance with PCI DSS. Engage is certified for PCI DSS 3.2 by Trustwave and offers features such as TLS 1.2 protocols, multi-factor authentication, and end-to-end encryption to ensure data is safely stored. NICE also commits to the highest security standards through periodic penetration testing and hardening kits. The Compliance Center is part of a wider offering that includes dedicated compliance recording mechanisms for evidence keeping, GDPR, HIPAA, and consumer protection regulations. It allows organizations to verify that interactions are adequately encrypted, recorded, and discoverable, or track the quantity and quality of data stored, and addresses multi-faceted regulatory challenges in the contact center.

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