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Article : How to Strengthen Payments Security in the Contact Center Amidst Compliance Fatigue

#contactcenterworld, @Semafone

Author: Gary Barnett, CEO, Semafone

At a time when data breaches and fraud are occurring with increasing frequency and severity, one would think that organizations would be especially focused on protecting their sensitive data. And with the growing number of regulations designed to strengthen data security and privacy, businesses must surely be improving their security practices, right? Sadly, that may not be the case. A recently-released report from Verizon examining the state of payments security across industries found that the number of organizations in compliance with the Payment Card Industry Data Security Standard (PCI DSS) has decreased for the second year in a row. Globally, less than 40 percent of the organizations examined were found to be in full compliance. It appears that organizations are backsliding when it comes to meeting the fundamentals of data security. But is it a matter of not caring to comply with industry regulations, or more so a matter of experiencing compliance fatigue?

As the central point of contact for customer engagement, enterprise call and contact centers handle a wide range of sensitive and personally identifiable information (PII) such as names, addresses, birthdates, payment card data, bank account details and more. As a result, they must often comply with an ever-growing number of increasingly complex regulations which includes not only the PCI DSS but also the EU’s General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA), the Health Insurance Portability and Accountability Act (HIPAA) and many more. Facing such a complex regulatory landscape, many enterprise contact centers are finding themselves in a state of analysis paralysis and therefore unsure of where to begin in order to strengthen security and ensure compliance.

But contact centers cannot afford to wait. The average cost of a data breach is now nearly $4 million. On top of that, the fines and penalties for non-compliance with PCI DSS that card brands and banks often pass along to merchants in the event of a breach can run up to $100,000 per month. Contact centers must shore up their data security processes and procedures immediately, or risk being the next major data breach headline. Fortunately, there are new technologies available that can help businesses strengthen data security and ease compliance by keeping sensitive payment card data out of their network infrastructure in the first place.

For example, dual-tone multi-frequency (DTMF) masking technologies enable contact centers to securely collect numerical PII such as credit card numbers and bank account details over the phone. With DTMF masking technologies, the caller simply enters their details into the telephone’s keypad. The tones are replaced with flat tones so they cannot be deciphered by the agent on the line or captured on call recording systems. The sensitive payment information is then routed directly to the payment processor, never touching the contact center’s network infrastructure. The agent stays in constant communication with the caller throughout the duration of the payment process, helping to create a more frictionless customer experience as well.

Similar technologies are also available for the numerous digital engagement channels that many contact centers now support, such as email, webchat, social media platforms, SMS text messages and more. To securely accept payments through these channels, the business can leverage solutions that generate and send secure payment hyperlinks. Customers simply click the link and enter their payment details. Again, the sensitive information is segregated and securely routed directly to the payment service provider (PSP) for processing.

By keeping sensitive payment data out of the contact center’s network in the first place, organizations can take their contact center out of the scope of compliance for PCI DSS and other standards and regulations. This dramatically reduces the cost and complexity associated with meeting and maintaining compliance in a time when companies are otherwise overwhelmed with compliance fatigue or may mistakenly believe that building out a PCI DSS compliant payment platform for their organization will be prohibitively complex. In reality, there are technology solutions available that are easy to implement and descope multiple channels, to make secure and compliant payments a breeze.

Businesses across all industries should investigate the latest technologies available for securely accepting multi-channel payments while keeping the sensitive payment data itself out of their contact centers. Such solutions will allow businesses to rest easy, knowing that they’ve strengthened security and reduced their organization’s risk of suffering a data breach. After all, no one can hack data you don’t hold.

#contactcenterworld, @Semafone

About Semafone:
Company LogoSemafone provides secure voice transactions for contact centres and retailers taking Cardholder Not Present (CNP) payments. The solution allows a call - and the call recording - to continue as normal whilst the customer enters their credit card information using their telephone keypad. For complete security, Semafone's patented technology masks the Dual Tone Multi-Frequency (DTMF) tones from the cardholder's telephone and replaces them with a flat tone so they can't be recognised by the call centre agent or recorded on the call recording system. By ensuring all card data remains segregated and by removing Sensitive Authentication Data (SAD) before it hits the call recorder and the contact centre infrastructure, the contact centre is taken out of the scope of PCI DSS, protected against the risk of opportunistic agent fraud and the associated reputational risk.
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Today's Tip of the Day - Sporting Occasions

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Published: Wednesday, January 15, 2020

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2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80

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