Urgent Windows 10 End of Life-Sense customers, call now for help
Urgent Windows 10 End of Life-Sense customers, call now for help
How JML secures telephone card payments and achieves PCI DSS compliance across their contact centre with Vidicode UK's Apresa recording solution
Founded in 1986 by John Mills and now a global operation, JML was once a small family company that developed through consumer exhibitions with exciting live demonstrations of innovative products. Over the last two decades, the company has grown into a household name, one of the nation’s favourite brands and a world leader in retail screen promotions and TV home shopping.
With ambitious plans for further rapid growth, JML’s diverse range of products can be found on virtually every high street and in many of the biggest retailers throughout the UK and Ireland. The company’s international distribution is expanding rapidly with a presence in over 70 countries worldwide.
JML required a PCI DSS compliant call recorder for their contact centre, which handles customer service and inbound sales calls processing telephone card payments.
The Vidicode UK Apresa recording solution proved to be the optimal choice after months of reviewing possible products. The company needed a solution that was easy to configure, where agents could mute calls when reaching a “Payment Page”, ensuring no card details were ever recorded.
Additionally, JML required the ability to use DTMF codes to manually “unmute” the recording option in real-time whilst staying on the call, providing flexibility for agents during complex customer interactions.
Secure handling of telephone card payments without recording sensitive cardholder data
Simple setup allowing agents to mute recording during payment processing pages
DTMF code capability to manually unmute recordings during calls when needed
Vidicode UK implemented the Apresa call recording system with integrated PCI DSS compliance features, enabling JML agents to pause recording automatically when processing card payments whilst maintaining complete call records for customer service quality.
The solution provides flexible mute/unmute functionality through DTMF codes, ensuring no cardholder data is captured whilst allowing agents to resume recording seamlessly during the same call for complete customer interaction documentation.
Six transformative advantages that secured JML's payment compliance and customer service excellence
Mute recording functionality prevents cardholder data being captured during telephone payment transactions.
Easy-to-configure system allows agents to mute calls at "Payment Page" with minimal training required.
Real-time unmute capability using DTMF codes provides agents with flexibility during complex interactions.
Full call records maintained for quality assurance whilst protecting sensitive payment information.
Proven to be the optimal solution after extensive evaluation of multiple products and providers.
Solution supports JML's ambitious expansion plans across UK, Ireland and 70+ international markets.
It was a pleasure collaborating with home shopping channel JML and meeting their requirement for a PCI-DSS compliant call recording solution. Recognising the importance for companies processing phone payments to halt temporarily or mute recordings when payment card information is disclosed is a fundamental feature of the Apresa call recording solution.
Similar companies taking over the phone payments can be confident that Vidicode UK offers various options for PCI compliance and, as with JML able to adapt to most bespoke requirements, including ‘hot desking’ within existing infrastructures without disruption.
Join JML and hundreds of other retail and e-commerce businesses who trust Vidicode UK for PCI DSS compliant call recording solutions.