Aaron is an agent who is interacting with a customer, and the call is being...

In situations where sensitive payment information is involved, Genesys Cloud CX provides mechanisms to ensure that this data is not recorded, thereby complying with PCI-DSS and other regulatory standards:

Secure Pause (B): Aaron can invoke a Secure Pause action to temporarily stop the recording while collecting payment information. This action ensures that sensitive information is not captured in the recording, protecting both the customer and the organization.

Secure Call Flow (C): Alternatively, Aaron can transfer the interaction to a Secure Call flow configured to collect payment information via IVR. This method uses a secure, automated system to collect sensitive data without involving the agent or recording sensitive information.