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  • 1.  Voice Transcription & PCI compliance

    Posted 09-07-2021 12:02
    Morning! 

    I was wondering if there are any other PCI Compliant organizations within Genesys Cloud that currently have Voice Transcription enabled .. and if so - would anyone want to have a quick chat? 

    Thanks!!
    #Ask Me Anything (AMA)

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    Kymberli O'Hagan
    Product Owner, Omni-Channel
    Alberta Motor Association
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  • 2.  RE: Voice Transcription & PCI compliance

    Posted 09-07-2021 16:47
    Hi Kymberli

    It's important here to be using secure flows at any point where sensitive/protected information could be captured) and being careful as to what data from those secure flows gets set as participant data or is passed back to the agent.

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    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


  • 3.  RE: Voice Transcription & PCI compliance

    Posted 12-09-2021 17:42
    Hi @Kymberli O'Hagan, did you resource for the question you posted?​

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    Vincent Sabolboro
    ATB Financial
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    Original Message


  • 4.  RE: Voice Transcription & PCI compliance

    Posted 12-09-2021 18:44
    HI Vincent, did you have specific questions yourself?

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    Vaun McCarthy
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    Original Message


  • 5.  RE: Voice Transcription & PCI compliance

    Posted 12-10-2021 13:16

    Hi @Vaun McCarthy, we wanted to explore voice transcription​ if we can use the service to stop call recording mid-call to address PCI compliance requirement. Genesys is not recommending to use this service due to the delay and accuracy of the transcript.

    Please see reply in this community post from Daniel Ho, Product Line Manager – Recording and Quality Management, Genesys Cloud

    https://community.genesys.com/digestviewer29/viewthread?MessageKey=ca3ea634-e13b-4fe1-ae52-8389456495b9&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer&bm=ca3ea634-e13b-4fe1-ae52-8389456495b9



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    Vincent Sabolboro
    ATB Financial
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    Original Message


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