Charlotte, NC, USA, Nov 1, 2022 -- PCI Pal(R) (LON: PCIP), a global SaaS provider of secure payment solutions for business communications, implemented PCI Pal Agent Assist into Air Europa’s global contact centers. The airline future-proofed its payment security and PCI DSS compliance requirements, while also providing a frictionless customer experience by enabling agents to personally support customers with successfully completing transactions over the phone.
The PCI Pal Agent Assist solution enables Air Europa to securely process credit card information using DTMF-masking technology, which means agents remain in contact with customers throughout the transaction, assisting customers if and when needed, while they input their card details anonymously using their telephone’s keypad.
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Yago Casasnovas, Head of Payments, Fraud Prevention and Distribution at Air Europa, said: "Having undertaken a review of our payment handling processes, I felt we would benefit from a solution that would let us record every conversation for training and quality assurance purposes, yet would keep us out of scope of the requirements of PCI DSS. Having seen a demonstration of PCI Pal’s payment solutions, they ticked all of the boxes of maintaining customer contact, yet with the necessary security and compliance requirements."
PCI Pal’s solutions are being used in the airline’s contact centers in Spain, South America and Africa and initial feedback from both customers and agents has been positive:
Concludes Casasnovas: "Working with PCI Pal enables us to stay in control of the overall customer experience. There is no comparison between Agent Assist and an automated ‘payment line’ solution: the customer receives a positive experience and Air Europa has greater certainty on payments and security. This upgrade demonstrates that we look ahead at innovation and always with the customer experience at the heart of everything we do."
Posted by Veronica Silva Cusi, news correspondent
PCI-PAL is simple, easy to use and highly secure. It has been developed by contact centre specialists for the contact centre market and allows your agents to take payments without ever hearing, seeing or touching sensitive payment card data. When it comes to PCI DSS compliance, PCI-PAL were pioneers in the contact centre space and are in our third year of level 1 compliance to the standard. Our business has been contact centre payments for many years, with a long history in payments for business through both contact centre and fully automated. From experience we know how hard and expensive this is, so our aim is to make it as easy as possible for you to become compliant for all of your telephone transactions.
About Air Europa:
Air Europa Líneas Aéreas, S.A.U. is the third largest airline in Spain after Iberia and Vueling. The airline is headquartered in the Polígono Son Noguera in the Centro Empresarial Globalia in Llucmajor, Majorca, Spain.
Published: Thursday, November 3, 2022
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Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
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Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
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A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
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The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.
The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
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Voiptime Contact Center
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