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Easy to Set-up
Highly-secure with the compliance option of Payment Card Industry Data Security Standard (PCI DSS)
Fully managed solution with features that protect card details and sensitive data when self-serve payment systems are in use
Three revenue streams include a recurring monthly service charge, pence-per-minute uplift on calls, plus recording storage charges.
Improve customer retention with an attractive way to upgrade from legacy systems
Easy up-sell and cross-sell opportunities with Hosted Voice and non-geographic numbers. Operated on a pay-as-you-go, Opex basis means no capital investment or maintenance
24/7 technical support to help Partners formulate and market this great service
Secure portal for searching and playing recordings. Scales from a single line and can be can be white labelled
Recordings can be downloaded within seconds of the call being made
What is Call Recording?
This cloud-based, call recording solution means there’s no on-site equipment and all control is managed via a simple, secure portal. It’s highly scalable and cost effective from a single line or telephone number right up to several hundred lines. Call recordings are securely stored in multiple locations across our own data centres and can be accessed on-demand.
As a fully hosted solution, there are no limits to the number of recordings or simultaneous calls which can be recorded. All upgrades and maintenance charges are included in our pricing for easy budgeting. There’s also no need for no capital expenditure, and it helps your customers protect their businesses while improving training and customer service.
Available with a PCI upgrade to protect card payments and aid compliance, Call Recording is easy to sell with cross-sell opportunities, and a recurring revenue stream.
Call recording platforms are not PCI compliant, but have some features which can help your customers meet their PCI obligations. However, these need to be reviewed and accepted as suitable for the customers' use. TalkTalk Business will take no responsibility for any data breaches as a result of these products being used in a PCI environment.
The following two new product features have been introduced to help customers using our Hosted Call Recording product to be PCI compliant. Either one or the other of the options should be selected to complement the end user’s manual or automated payment procedure. The services are added after the recording options for Inbound and/or Outbound have been made.
Manual (DTMF) controlled stop/start
With this option enabled, all calls are recorded until, for example, the called party for Inbound calls (typically the customer services agent) or the calling party for Outbound calls, reaches a point where payment details may be spoken. The controlling party then stops the call recording by entering a simple key sequence (i.e. 55) using their telephone keypad. Once stopped, the agent will be played a whisper message “recording paused” or “recording resumed”. They will also hear a couple of audio beeps that are injected into the audio stream every 30 seconds to remind them that the recording has paused. The customer is not party to any of this. When the taking of details is complete, recording may be resumed by pressing the 55 keys. When listening to a recording, the paused section is filled with ‘white noise’, which masks the sensitive data while keeping the time stamp integrity of the call.
This solution works with most telephone systems. It’s also quick to set up, and doesn’t need a complex or expensive customer infrastructure.
With this feature all calls are continuously recorded, it’s designed to remove any DTMF signals found in the audio recording path before they’re sent to the recording servers. This is intended for call situations where automated payment solutions are being used, without the involvement of an agent, and the card details are entered by the caller using the telephone keypad. When listening to a recording, the section that would have contained DTMF digits representing card details is filled with a tone which replaces sensitive data while keeping the time stamp integrity of the call.
All Hosted Call Recording system components (servers, storage, databases etc.) are located within TalkTalk’s secure data centres and fully secured against logical and physical attacks using a variety of systems, including video surveillance.
Core components are duplicated and in some case triplicates are deployed, and are designed and scaled to be Telco grade. Call recordings are only accessible by the customer and a very limited and controlled number of operational staff.
TalkTalk Technology (TTT), the network arm of TalkTalk Group designed and operate the network and infrastructure on which Hosted Call Recording is built. All systems within the Network are designed and operated according to the ISMS policies defined by TTT’s Business Continuity group. This covers such policies as Access Control, Back-up and Encryption.
Bulk downloading of call recordings can only be performed by TTT engineering staff, which is a strictly controlled process requiring formal authorisation. Off-loaded recordings are encrypted before being sent to the customer using a special courier. Encryption keys required to access the media are sent under separate means to the customer.
Normal customer access to the recordings is via a web-browser interface (MS Internet Explorer) and uses digital certificate technology to validate the user’s browser to the TalkTalk network as well as requiring the user to enter a valid username and password combination. Customers can request as many user accounts (and different restriction levels) as they need at the initial order stage but may be charged extra if they’re ordered later.
Selective Call Recording
Hosted Call Recording offers selective outbound recording, e.g. on Managers’ phone lines on outgoing calls, where a dialling prefix 18412 will record and 1840 will not record. The customer needs to provide a full list of numbers to be included or excluded from recording along with the Order Form.
Customers can also program individual keys i.e. button 8 record, button 9 not record, or program extensions to record or not record but they may need their PBX switch maintainer to do this.