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EPIC Auto Pause and Resume

PCI DSS COmpliance for healthcare Companies

Does your healthcare organization have PCI DSS compliance requirements?  Do your agents use EPIC?

ZOOM understands the unique requirements for healthcare organizations, so we made it simple for you with our EPIC APR integration available in the Epic App Orchard.

App Orchard Badge (Gold)

ZOOM will help your healthcare organization protect customer data and improve customer experience with our APR feature designed to help customers achieve and maintain PCI/ DSS compliance:

Epic connector 

Configuration within Epic application makes ZOOM API calls for automatic pausing and resuming of recorded interactions.  (more information available in the Epic  App Orchard Marketplace)  Epic App Orchard

Are you at risk?

If you’re like many contact centers, and you store call or screen recordings with PCI-DSS data - or any HIPAA, GDPR or sensitive customer data – you are at risk.

Your risk grows every day with the increasing availability of speech to text cloud software, like Amazon Transcribe or IBM Watson. Hackers can easily pull a credit card number out of a recorded audio file for 10 cents using these tools.

The average cost of a data breach is $3.5 million - and can easily run higher. Class action lawsuits are significant, not to mention revenue drops, attrition, and remediation costs.

Download the white paper or view the webinar: A Million Dollar Risk: PCI DSS Compliance and Call Recording.

Are you ready to take a closer look? Schedule a demo

How ZOOM protects revenue and customer experience

Prevention

Prevention

The best strategy for compliance is to never record sensitive information.  ZOOM has several features and tools to allow pausing of recorded calls to prevent capture and storage of sensitive data both as pre-built solutions or open APIs that can be leveraged.
Removal

Removal

In the event that sensitive information was captured, or a formal request for data removal is received (GDPR). ZOOM has the answer, we built a complex rules engine and removal tool to help keep your company compliant and avoid penalties.

Archival

Archival

Archiving of data that no longer is needed for agent reviews is a critical method of staying compliant in the contact center.  ZOOM has features to facilitate easy review and removal via archival to prevent data loss from your primary review application. 

So what makes us different?

Pervasive Media Capture

Our media capture portfolio remains the most comprehensive in the WFO market. We capture calls from Cisco UCCE & UCCX, Genesys, Amazon Connect, Microsoft Skype for Business and Avaya.  Our suite also supports the collection emails, web chats, text messages, radios and screen recording. 

Compliance & Regulations

Sleep soundly while your organization remains compliant with recent regulations, internal audits and data security best practices. With compliance covered, spend time focusing on agent effectiveness resulting in positive customer experience. ZOOM will be your guide.

Smarter Contact Center

Experience the innovation of a combined view of the entire customer experience with ZOOM’s search-based conversation dashboard. Capture your customer’s loyalty with post call NPS surveys and analyze results with quality scores using ZOOM dashboards. ZOOM’s contact center focused reporting and analytics help you make informed decisions and optimize your organization.

Open - API Based

Our architecture is open and easy to integrate with for external sources to control pausing recordings using simple apis with modern protocols and patterns. 

Comprehensive WFO Suite

ZOOM has been a leader in call recording for years, but did you know that we also excel in quality management, workforce optimization, speech & contact center performance metrics? 

Our Committment

ZOOM is committed to serving our customers, innovation as a culture and loyalty to our partners and customers. 

Let’s get started. See it in action