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In this scenario, we'll assume that agents (employees that make or receive telephone calls) utilise an in-house or third-party data entry system into which credit card detailed are entered using a computer.
How it works
Considering TIM Plus or TIM Enterprise ( in conjunction with one or more Magic boxes) our Echo Recording software records the call audio at strategic boundaries in your telecom infrastructure - usually your organisation's telephone lines, rather than each user's telephone handset - some reconciliation is normally required between those boundaries and the actual agent that handled the call.
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- You have a licensed copy of TIM Plus or TIM Enterprise that includes voice recording
- Your installation is at least version 3.0.0.55
Common solutions
Taking the example of masking out some digits of a phone call when a credit card number is being quoted, most solution providers modify the data entry system that an agent uses.
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