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News : Cognia and Semafone Join Forces on Secure Call Centre Payments
June 30, 2014 -- Cognia, providers in communications intelligence solutions, and secure voice payment provider, Semafone, announces a partnership that will enable contact centers world-wide to transform the security and compliance costs of handling customer payment information.
By combining the skills and technology of Cognia and Semafone, a new breed of solution will be available to the market that will allow contact center agents to take customer card payments in line with international Payment Card Industry Data Security Standards (PCI DSS) without the substantial compliance and security costs, and operational limitations associated with traditional approaches such as pause-and-resume recording.
The suite of services will include PCI-compliant DTMF-masking, automated IVR payment processing, agent monitoring and recording, and secure archiving for legacy 'at-risk' media. A combination of on-premise and cloud based deployment models will be available for ultimate local to global scalability.
Posted by Veronica Silva Cusi, news correspondent
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Semafone 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.
Cognia provides cloud powered business solutions to contact centers.
Published: Wednesday, July 2, 2014