{"id":11402,"date":"2015-10-06T16:41:47","date_gmt":"2015-10-06T16:41:47","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/reduire-le-fardeau-de-la-conformite-pci-dans-le-centre-de-contact"},"modified":"2025-02-05T20:48:18","modified_gmt":"2025-02-05T20:48:18","slug":"reduire-le-fardeau-de-la-conformite-pci-dans-le-centre-de-contact","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/reduire-le-fardeau-de-la-conformite-pci-dans-le-centre-de-contact\/","title":{"rendered":"R\u00e9duire le fardeau de la conformit\u00e9 PCI dans le centre de contact"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_17c05764a30bbf624337de62238ca3a3\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Analytique <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Meilleures pratiques <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">R\u00e9duire le fardeau de la conformit\u00e9 PCI dans le centre de contact<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_17c05764a30bbf624337de62238ca3a3\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Freduire-le-fardeau-de-la-conformite-pci-dans-le-centre-de-contact%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Freduire-le-fardeau-de-la-conformite-pci-dans-le-centre-de-contact%2F&#038;text=R\u00e9duire le fardeau de la conformit\u00e9 PCI dans le centre de contact\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Freduire-le-fardeau-de-la-conformite-pci-dans-le-centre-de-contact%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Ces derni\u00e8res ann\u00e9es, les d\u00e9taillants ont \u00e9t\u00e9 l&rsquo;une des principales cibles des cybercriminels. Alors que l&rsquo;utilisation des cartes de cr\u00e9dit continue de se d\u00e9velopper et que les atteintes \u00e0 la s\u00e9curit\u00e9 des donn\u00e9es touchent tous les secteurs d&rsquo;activit\u00e9, la protection des donn\u00e9es sensibles des clients figure parmi les principales priorit\u00e9s des dirigeants.<\/p>\n<p>Depuis que le d\u00e9taillant discount <a href=\"https:\/\/www.forbes.com\/sites\/maggiemcgrath\/2014\/01\/10\/target-data-breach-spilled-info-on-as-many-as-70-million-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">Target<\/a> a signal\u00e9 une violation de donn\u00e9es affectant 40 millions de comptes de cartes de d\u00e9bit et de cr\u00e9dit pendant la p\u00e9riode des f\u00eates de fin d&rsquo;ann\u00e9e 2013, plus de 20 violations majeures se sont produites dans le seul secteur de la vente au d\u00e9tail. Neiman Marcus, Home Depot, Michael&rsquo;s et <a href=\"https:\/\/www.forbes.com\/sites\/moneybuilder\/2015\/01\/13\/the-big-data-breaches-of-2014\/\" target=\"_blank\" rel=\"noopener noreferrer\">plusieurs autres<\/a> cha\u00eenes de magasins nationales ont fait parler d&rsquo;elles pour des incidents similaires. Ces piratages ne cr\u00e9ent pas seulement un cauchemar pour les d\u00e9tenteurs de cartes concern\u00e9s, mais ils nuisent \u00e9galement \u00e0 la r\u00e9putation des d\u00e9taillants pirat\u00e9s, car la confiance et la loyaut\u00e9 des clients sont \u00e9rod\u00e9es.<\/p>\n<p>La premi\u00e8re <a href=\"https:\/\/www.pcisecuritystandards.org\/security_standards\/\" target=\"_blank\" rel=\"noopener noreferrer\">norme de s\u00e9curit\u00e9 des donn\u00e9es de l&rsquo;industrie des cartes de paiement (PCI)<\/a> a \u00e9t\u00e9 publi\u00e9e en 2004 pour accro\u00eetre la s\u00e9curit\u00e9 des transactions de cr\u00e9dit et de d\u00e9bit et r\u00e9duire la fraude. Toute entreprise acceptant des cartes de cr\u00e9dit doit satisfaire aux douze exigences de la norme pour \u00eatre conforme \u00e0 la norme PCI et \u00e9viter des p\u00e9nalit\u00e9s importantes.<\/p>\n<p>Mais c&rsquo;est plus facile \u00e0 dire qu&rsquo;\u00e0 faire.<\/p>\n<p>Selon l&rsquo;\u00e9tude <a href=\"https:\/\/www.verizonenterprise.com\/pcireport\/2015\/\" target=\"_blank\" rel=\"noopener noreferrer\"><em>Verizon&rsquo;s 2015 PCI Compliance <\/em><em>de Verizon<\/em><\/a>de Verizon, bien que la conformit\u00e9 augmente dans l&rsquo;ensemble, seule une entreprise sur cinq est totalement conforme \u00e0 la norme PCI. Et 67 % des organisations ne testent pas correctement la s\u00e9curit\u00e9 de leurs syst\u00e8mes.<\/p>\n<p>La mise en conformit\u00e9 totale avec la norme PCI est un d\u00e9fi co\u00fbteux et permanent qui n\u00e9cessite des investissements importants en termes de personnel, de processus et de technologie. L&rsquo;un des domaines d&rsquo;investissement est le centre de contact. Les directives PCI stipulent qu&rsquo;il est interdit de stocker les informations relatives aux cartes de cr\u00e9dit apr\u00e8s l&rsquo;authentification d&rsquo;une transaction, m\u00eame si elles sont stock\u00e9es dans un fichier d&rsquo;enregistrement d&rsquo;appel crypt\u00e9.<\/p>\n<p>Calabrio a aid\u00e9 de nombreuses organisations \u00e0 r\u00e9duire le fardeau de la conformit\u00e9 PCI en bloquant la capture d&rsquo;informations sur les titulaires de cartes \u00e0 partir d&rsquo;enregistrements audio et d&rsquo;\u00e9crans.<\/p>\n<p>Calabrio a r\u00e9cemment mis en place une approche innovante en tant que fonctionnalit\u00e9 standard de la solution de <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/des-mises-a-jour-frequentes-pour-de-meilleurs-produits\/quality-management-2\/\" target=\"_blank\" rel=\"noopener noreferrer\">gestion de la qualit\u00e9<\/a> Calabrio ONE. Lorsqu&rsquo;un repr\u00e9sentant du service client\u00e8le acc\u00e8de \u00e0 un \u00e9cran ou \u00e0 un champ particulier, l&rsquo;enregistrement audio et l&rsquo;enregistrement \u00e0 l&rsquo;\u00e9cran sont automatiquement mis en pause, et lorsque le repr\u00e9sentant quitte cet \u00e9cran ou ce champ, l&rsquo;enregistrement reprend automatiquement. R\u00e9sultat : les informations sensibles ne sont jamais enregistr\u00e9es ou stock\u00e9es.<\/p>\n<p>L&rsquo;un des d\u00e9taillants les plus exclusifs au monde a r\u00e9cemment mis en \u0153uvre cette solution de Calabrio dans le cadre de ses efforts PCI plus importants, en veillant \u00e0 ce que les informations suivantes ne soient pas enregistr\u00e9es :<\/p>\n<ul>\n<li>La partie audio de la transaction par carte de cr\u00e9dit pendant l&rsquo;appel<\/li>\n<li>L&rsquo;\u00e9cran affichant la bo\u00eete de dialogue de saisie de la carte de cr\u00e9dit<\/li>\n<li>Les frappes pour la transaction par carte de cr\u00e9dit<\/li>\n<\/ul>\n<p>Lorsqu&rsquo;un repr\u00e9sentant du service client\u00e8le acc\u00e8de \u00e0 la bo\u00eete de dialogue de saisie de la carte de cr\u00e9dit, la solution de Calabrio envoie un message de pause automatis\u00e9 pour interrompre l&rsquo;enregistrement de l&rsquo;\u00e9cran, de l&rsquo;audio et des frappes au clavier. Lorsque le repr\u00e9sentant a introduit les donn\u00e9es sensibles et quitte le dialogue, <a href=\"https:\/\/www.calabrio.com\/fr\/calabrio-one\/\" target=\"_blank\" rel=\"noopener noreferrer\">Calabrio ONE<\/a> envoie une commande de reprise et l&rsquo;enregistrement recommence. Non seulement cette solution soutient les efforts de conformit\u00e9 des d\u00e9taillants, mais elle leur permet \u00e9galement de prot\u00e9ger leurs clients et leur propre r\u00e9putation prestigieuse.<\/p>\n<p>Josh Rusch, chef de l&rsquo;\u00e9quipe <a href=\"https:\/\/www.calabrio.com\/about-calabrio\/services\/\" target=\"_blank\" rel=\"noopener noreferrer\">Calabrio Support Services,<\/a> a fourni au d\u00e9taillant une assistance \u00e0 la configuration pendant les deux jours qu&rsquo;ont dur\u00e9 la mise en \u0153uvre et le processus de formation.<\/p>\n<p>\u00ab\u00a0Il s&rsquo;agit d&rsquo;un logiciel incroyablement puissant qui r\u00e9agit en temps r\u00e9el \u00e0 ce que fait un repr\u00e9sentant du service client\u00e8le\u00a0\u00bb, a d\u00e9clar\u00e9 M. Rusch. \u00ab\u00a0Mieux encore, elle \u00e9limine les erreurs humaines telles que l&rsquo;oubli de cliquer sur le bouton d&rsquo;arr\u00eat ou de reprise de l&rsquo;enregistrement. Avec cette solution, les centres de contact sont assur\u00e9s d&rsquo;enregistrer tout ce dont ils ont besoin et que rien n&rsquo;est enregistr\u00e9 qui ne devrait pas l&rsquo;\u00eatre.<\/p>\n<p>Calabrio propose des solutions manuelles et automatis\u00e9es pour soutenir les efforts de conformit\u00e9 PCI de nos clients. Nous offrons \u00e9galement quelque chose d&rsquo;encore plus pr\u00e9cieux dans un secteur o\u00f9 la confiance des consommateurs est essentielle : la tranquillit\u00e9 d&rsquo;esprit.<\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":264,"featured_media":6022,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36,206],"tags":[188,191],"blog-languages":[],"class_list":["post-11402","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-fr","category-meilleures-pratiques","tag-analyse-de-la-clientele","tag-meilleures-pratiques-pour-les-centres-dappel"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>R\u00e9duire le fardeau de la conformit\u00e9 PCI dans le centre de contact | Calabrio<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment Calabrio assure la conformit\u00e9 PCI du centre de contact en n&#039;enregistrant tout simplement pas d&#039;informations sensibles lors des interactions avec les clients.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.calabrio.com\/blog\/reduire-le-fardeau-de-la-conformite-pci-dans-le-centre-de-contact\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"R\u00e9duire le fardeau de la conformit\u00e9 PCI dans le centre de contact\" \/>\n<meta property=\"og:url\" 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