Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Article : Keep Calm and De-scope! PCI DSS Compliance for Contact Centres

#contactcenterworld, @puzzelsolutions

Keeping your data secure without stifling innovation is possible with a little planning and technology. Colin Hay at Puzzel met up with Tony Smith at PCI Pal to discuss how to make compliance and customer experience the perfect match. Here are their thoughts and 3 ways to de-scope your contact centre.

As many more of us rely on credit and debit cards to pay for goods and services, the fear of our personal information ending up in the wrong hands is growing and the threat is real. According to research sponsored by IBM Security, the average total cost of data breaches is US$3.62million with each lost or stolen record typically costing US$141. Alarmingly, 47% of the organisations represented in the research said the root causes of data breaches were malicious or criminal attack followed by systems glitches and human error.

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

Three contact centre challenges

The truth is that data breaches result in lost sales and customer loyalty with the added burden of costs associated with finding the source of the original data breach, limiting damage control, repairing corporate reputation and fines. Contact centres accepting card payments often face an additional set of challenges:

  1. Cardholder not present – when consumers make purchases online or in-store, they are generally in control of the payment and have their credit or debit cards with them. This is not the case in contact centres where paying via an intermediary is often a leap of faith as agents switch between screens and IT systems to complete customer card transactions.

  2. Conflicting needs – customers want personalisation, immediacy, single agent resolution, choice of channel and they want companies to value their data security as highly as they do. Businesses want customer loyalty, employee engagement, standard IT platforms, effective cost control, risk and compliance management. Blending the two together can be a distant dream.

  3. All channels, all ways – customers today expect to interact using a variety of channels but these vary greatly depending on demographics. While consumers under the age of 34 opt for mobile apps, social media and web chat, their more mature counterparts usually prefer the telephone. The payment experience has to be first-class whatever the channel or demographic.

Why take PCI DSS compliance seriously?

While the majority of card accepting contact centres understand the importance of protecting customer data from fraud and cybercrime, not all appreciate the importance of putting the Payment Card Industry Data Security Standard (PCI DSS) into practice. PCI compliance is linked to a decrease in data breaches but the fact remains that over 40% of global organisations are still not meeting PCI DSS compliance standards.

Traditionally, contact centres relied on a variety of compensating controls such as call and screen recording, encrypted VoIP technology and a clean room environment as a short-cut and cure-all for PCI Compliance. However, these methods have proved to be no more than a band-aid fix. The aim should be for contact centre agents to take card payments without handling the actual card data itself but how? The answer lies in working with a third party payment service provider to remove card data from the process, and the contact centre, to help achieve compliance.

Three ways to de-scope

  1. Educate staff on phishing attacks and deploy anti-phishing software – in busy, high-pressure environments like contact centres, it’s easy for agents to click on an email that appears to be sent from a reliable source and inadvertently share sensitive information. Educating staff to identify and report phishing emails goes a long way in preventing attacks but check your anti-phishing software is up-to-date to help stop malicious emails reaching agents in the first place.

  2. Ensure PCI compliance – from out-of-date anti-virus software and old hardware to not encrypting stored credit card details, there are multiple points whereby an organisation might not be PCI DSS compliant at the time of a data breach. When it comes to payments in the contact centre, the goal should be to ensure as little credit card data as possible is stored, accessed and, where possible it should removed from the environment altogether.

  3. Make de-scoping technology your best friend – avoid storing card data on your internal infrastructure by working with a technology provider that ensures PCI DSS compliance and improves the ongoing security of all telephone, IVR, web and SMS financial transactions. Whatever the approach taken it is important for agents to continue to talk to customers to deliver a seamless, satisfying customer experience throughout the payment process.

    When choosing a de-scoping partner, make sure their organisation is Level 1 PCI DSS certified. Only entities can be PCI DSS compliant not software solutions. The technology should also be highly customisable, scalable and integrate seamlessly with multiple acquirers and banks. Superior reporting capabilities are essential for demonstrating PCI DSS compliance to Qualified Security Assessors (QSAs). The perfect de-scoping partner should additionally offer accessibility and stability with a 24/7 global support system including a dedicated secure customer portal and guaranteed 99.999% uptime.

It’s time to step-up protection and introduce de-scoping to stop cyber criminals in their bid to access sensitive payment data. By following these three simple steps, you’ll be rewarded with a highly flexible, innovative contact centre that delivers consistent, exceptional customer experience and boosts customer loyalty, sales and profits.

#contactcenterworld, @puzzelsolutions

About Colin Hay:
Colin Hay is an experienced senior executive with a background in software, media and mobile communications. Following a distinguished eleven year career in the British Army, Colin completed an MBA. He has worked for mobile giants Motorola, 02 and Three and is an Associate Fellow at Warwick Business School.

About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Do You Divert Calls Between Offices?

Read today's tip or listen to it on podcast.

Published: Friday, October 26, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

About us - in 60 seconds!

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =