Strengthening PCI compliance for contact centre customers and striking the right balance between achieving PCI compliance and reducing customer payment frustrations.
The Payment Card Industry Data Security Standard (PCI DSS) was first released to ensure the safe handling of cardholder information. Many contact centre operators still find PCI compliance challenging, largely because of voice processing and agent involvement.
There has been continued focus on credit card fraud in the contact centre, so the requirement for PCI compliance is now more important than ever. However, too many organisations still under-estimate the scale of the business risk posed by non-compliance. This is in terms of subsequent brand and reputational damage.
Sabio has worked with Semafone to help contact centre customers strike the right balance. This is between achieving PCI compliance cost-effectively and helping to reduce customer payment frustrations within the contact centre.
Innovative approaches such as Semafone’s patented technology resolve the complexity of PCI compliance by removing the customer data completely. Your contact centre agents remain in voice communication throughout the payment process while a customer types in their card number. DTMF digits are masked so the agent and the recording solution can’t hear them.
Sabio helps you take this further still by offering a hosted PCI solution that can be deployed in tandem with our Sabio OnDemand powered by Avaya contact centre solution. Using smart CTI technology we have integrated Semafone’s PCI solution with our Avaya platform – effectively descoping your entire contact centre technology stack and agent population from PCI compliance!
For more information on PCI Compliance and Automated Card Payments, contact us at [email protected] or 0344 412 3000.
Brochure: Semafone – Keeping your Telephone Payments Watertight
Semafone has developed a payment method that channels the card data around your contact centre securely, bringing you PCI DSS compliance.
Video: Semafone Bank Account Verification and Customer Identification
Semafone is a Sabio partner that enables businesses to comply with PCI legislation. The video below demonstrates how Semafone verifies bank details and identifies customers.
Video: Semafone Secure Card Transactions Over the Phone
Semafone enables businesses to comply with PCI legislation. The video demonstrates how Semafone can create secure card transactions to allow payments to be made over the telephone.
Video: Nuance Biometrics SpeechSecure
Nuance Biometrics SpeechSecure ™ uses patented biometric technology on their ‘text to speech’ in order to verify callers' identities based on characteristics of their specific vocal patterns.
Blog: To save the high street, retailers need to rethink their approach to customer experience
The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).
Blog: What is customer experience?
Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
Blog: Lessons from the lockdown: 4 things we’ve learnt about managing CX in an isolated world
So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.
Blog: Breaking free from the first generation omni-channel trap
Traditional on premise platforms can leave you at a disadvantage when it comes to building true end-to-end customer engagement strategies
Blog: Taking the frustration out of digital payments
How Sabio is leveraging best practice PCI DSS secure card payments technology to enable digital card payments within its webchat and virtual assistant self-service channels
Blog: Brilliant Customer Experiences – everywhere, every time
Showcasing CX Innovation at DISRUPT CX 2019 Singapore
Speak to an expert
If you have any questions about what Sabio can do for your business, just leave us a quick message. One of our experts will get right back to you.