Just about every interaction with an automated interactive voice response (IVR) system or a live agent today begins with the same prerecorded consumer warning: This call may be monitored or recorded for quality assurance purposes. But as speech analytics technologies have expanded, companies are using the recordings for much more than quality assurance, warns Donna Fluss, president of DMG Consulting. The simple answer to avoiding a potential trip to the courthouse would be for companies to change the verbiage in their initial IVR prompts to better reflect what is being done with the call recordings. The Payment Card Industry Data Security Standard outlines 12 steps that any company or organization that stores or processes credit card information must follow. These include: 1. Install and maintain a firewall configuration to protect cardholder data. 2. Protect stored cardholder data. 3. Use and update antivirus software. 4. Develop and maintain secure systems and applications.