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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.


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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.
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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

 
1.) 
Cloud IT Services GmbH

Dialfire
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:

2.) 
Cloudonix

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.

3.) 
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.

4.) 
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.

5.) 
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.

6.) 
Megacall

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

7.) 
NetSapiens

SNAPsolution
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)

8.) 
Nuxiba Technologies

CenterWare
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!

9.) 
Televergence

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.

10.) 
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
 

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