Contact Center Compliance Recording

The Labyrinth of Compliance

Organizations have to comply with a multitude of regulations: PCI-DSS, HIPAA, Dodd-Frank, GDPR, MIFID II, SEC 17a-4, SOX, or FSA, are just a small sample of the regulations that impact daily contact center operations. Many organizations implementing interactions recording need to repurpose their focus from quality management to compliance, affecting the way data is stored, encrypted and archived. Besides, the rapid digitalization of service channels puts a further strain on compliance activities as the same standards need to be applied across the board: from capture to retention for voice, video or text

Certified Compliance Recording

The impact of interactions recording is twofold: it can be used as evidence when disputes arise, and help ensure that agents and traders are following compliant procedures, yet they also are the objects of regulations: ensuring that sensitive data is not recorded and customer’s privacy is respected. NICE AIR & Engage offer a certified solution for PCI DSS3 and HIPAA.

  • Satisfy regulatory requirements – by capturing all interactions, or just the ones you need
  • PCI DSS certified – pause and resume recording to avoid capturing payment card sensitive data, end-to-end media encryption, TLS support …
  • Low total cost of ownership – with centralized capabilities, open architecture, virtualization, and multi-site management
  • Operational flexibility – support for virtually any telephony vendor, network environment and organizational structure
  • Unprecedented recording scalability – up to 5,000 channels per interaction recorder
  • High Availability – ensuring that your system continues to record interactions even when disaster occurs
  • Real Time Alerts on your mobile device – be alerted in Real Time when failures occur and take an immediate action.

A holistic compliance center

To ensure that your organization is compliant by design, NICE’s compliance center brings together proactive compliance assurance capabilities and a dedicated policy and retention management under a single umbrella. A unique solution for contact centers that enables IT, compliance and agents to ensure their compliance level is always optimal.


Thorough experience across multiple channels

Every day, thousands of organizations rely on NICE for compliance, recording interactions across multiple channels: voice, chat, video, and social media. We effectively capture customer interaction content in real time, so that organizations can maintain compliance and positively impact business results.

Flexible and adaptable

We easily adapt to unique requirements, and satisfy regulations across industries: whether financial, health, security or insurance, and help you abide by any requirements – from pause and resume recording, to tracking data, or obtaining alerts on recording.

Our flexibility extends to operational set ups as we support virtually any telephony vendor and network environment, as well as of types of organizational structures including multiple sites, branch offices, and remote employees.

Contact us today to learn how we can help you maintain regulatory compliance and extract valuable business insights from your customer interactions.


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