If your organization handles payments by phone, your contact center might be a bigger source of PCI DSS risk than you think. The Assessing the Scope of PCI DSS in the Contact Center white paper lays bare the full cost, complexity, and exposure of contact center operations under payment card industry regulations—and shows how to tighten up compliance without destroying customer experience or over‑engineering solutions.
Inside this paper, you’ll get:
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An overview of how PCI DSS scope works in contact center settings: what counts, what creeps in unintentionally, and where businesses often overlook exposure.
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Practical guidance for mapping customer & payment flows, identifying touchpoints where sensitive card data might be stored, transmitted or handled—whether in live calls, recordings, agent desktops, IVR, or other paths.
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Case studies or common pitfalls showing how “scope creep” (unplanned or unmanaged instances of data touching agent‐environments) introduces risk, audit failures, and higher cost of compliance.
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Clear strategies to reduce scope — via technology, process changes, masking/suppression, or architectural shifts — to protect customers, reduce liability, and make PCI DSS audits more manageable.
If you lead compliance, risk, IT, or contact center operations, this white paper will help you understand how shaped your PCI DSS obligations truly are, where risk is hiding, and how to take practical steps to better protect your organization—and your customers.
