Please take action – PCI SSC guidance changes

For the first time in over seven years, the Payment Card Industry Security Standards Council (PCI DSS) have updated their guidance document.

They have strongly reiterated their advice about the risk to businesses and contact centres who continue to use “Pause and Resume” methods for processing telephone card payments.

Updated guidelines clearly state that removing payment card data from the contact centre environment is the only secure solution to prevent fraud attacks and ensure compliance.

To quote section 6.5.1

“Pause-and-resume technologies may be manual or automated, and whilst a properly implemented pause-and-resume solution could reduce applicability of PCI DSS by taking the call-recording and storage systems out of scope, the technology does not reduce PCI DSS applicability to the agent, the agent desktop environment, or any other systems in the telephone environment

Please note, your organisation must urgently review the way they take card payments over the phone.

I enclose a copy of the full guidance document. PCI DSS regulations apply to any organisation that stores, processes or transmits cardholder information, from any known credit or debit card including Visa, MasterCard and American Express.

SVL are happy to offer you a free initial consultation and review, regardless of contact centre size, if you are in any doubt about the compliance of your system.

You would even have the choice to bring your own SiP trunks or we can supply competitive SiP trunks from our secure cloud-based PCI Solution if your situation required.

Please contact us on 01355 900 000 or email

5th December 2018

Event: The future of Employee Engagement

SVL Business Solutions, in conjunction with NICE, is hosting an industry event in Glasgow to discuss future of Employee Engagement in Contact Centres.

8th May 2019

Pubs, Clubs and Automation

The new Head of our Workforce Management Consultancy, Richard Abdy, talks about the changes he has seen in Contact Centre planning over the last 20 years.

25th March 2019

Have recorder: will travel

Steven Perrins talks about the World of Compliance Huge efforts have been made to record, analyse and improve every interaction that comes into a contact centre, but what about the client meetings that take place remotely/face-to-face? We have the solution.

20th March 2019

No-one bigger than the team

Our Business Development Manager, Lee Sheard, compares his experiences coaching in youth football with good planning and practice in the workplace.

12th March 2019

The Art of Solution Selling

Anne Holmes, Account Director at SVL, talks about the Art of Solution Selling in the world of Contact Centre Technology.

5th March 2019


Sign up to our newsletter