Are there any IVR automation systems that support call recording and PCI requirements?

Yes. There are IVR automation systems that can support call recording and PCI DSS requirements, but the key is whether they offer the right payment-security controls rather than just “recording” in general.

What to look for:

• Payment card data masking / pause-resume recording
  • The system should be able to pause recording while the caller enters or speaks card details, then resume afterward.
• DTMF masking or suppression
  • For keypad entry, the IVR should prevent card digits from being captured in recordings or logs.
• PCI-compliant payment capture
  • Ideally the IVR uses a secure payment IVR or hosted payment page/secure payment gateway so the agent or recorder never sees the card data.
• Role-based access and encryption
  • Recorded calls should be encrypted in transit and at rest, with strict access controls and audit trails.
• Redaction/tokenization
  • Some systems can automatically redact recorded sensitive data or tokenize payment info.

Examples of vendor categories that often offer these capabilities:

• Contact center platforms with PCI features
• IVR/payment specialists
• Call recording/compliance platforms with pause/resume and redaction

Commonly used platforms that may support this, depending on configuration and product edition:

• Genesys Cloud / Genesys Engage
• NICE CXone
• Five9
• Avaya contact center solutions
• Talkdesk
• Twilio (typically with custom implementation for PCI-safe payment flows)
• Amazon Connect (with secure architecture and custom PCI controls)
• Verint or other recording/compliance tools paired with a telephony platform

Important note:

• Being “PCI capable” does not automatically mean compliant. Compliance depends on your full architecture, processes, and storage/access controls.

If you want, I can help you with either:

1. a shortlist of vendors based on your phone system and budget, or
2. a PCI checklist for evaluating an IVR/recording solution.