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News : Restaurant Group Fridays UK Chooses PCI Pal® to Secure Card Payments

#contactcenterworld, @pcipal

Charlotte, NC, USA, Mar 16, 2022 0- PCI Pal, (LON:PCIP), a global provider of cloud-based secure payment solutions – has supported restaurant group Fridays UK with the implementation of its PCI Pal Agent Assist solution, to ensure full PCI compliance when handling customers’ telephone-based card payments.

With a changing operational model, Fridays’ traditional ‘walk-in’ service has been extended to include more booking-led ‘Click & Collect’ services, deliveries and a Fridays at Home range. As such, a virtual contact center was created to support its stores in managing the booking experience, which extended its PCI compliance requirements.

Erica Livermore, Chief Technology Officer of Fridays UK, said: "Prior to the pandemic, our business had begun moving away from just providing a dine-in service, and instead we started to offer a greater number of booking-based services. As a result, we created a virtual contact center to support our 85 UK stores, to help reduce administrative burdens on staff in our stores so they can instead focus on the guest experience.

"A large part of this was to channel bookings from the website to the contact center. Here, colleagues handle bookings for individual customers, and businesses, and the virtual team has the ability to take payments over the phone. Of course, by enabling this, there is the requirement to extend our PCI compliance to telephone-based payments, and so we needed to ensure our solution supported this need, while also ensuring our team could remain in verbal contact with customers."

PCI Pal Agent Assist was selected as the payment security solution of choice. It enables contact center agents to capture customers’ card information securely on live calls, yet maintain conversation with the customer at all times. 

Erica Livermore said: "At Fridays UK we are very strict on security protocols and therefore PCI Pal had to go through onboarding on our side, which they passed with flying colors. We are PCI-Certified and go through our accreditations every year. Implementation was very quick and we were able to roll-out to our virtual contact center team seamlessly. The fact this could be completed remotely, due to the cloud-based nature of the solution, was an added advantage given the various lockdowns we were all facing due to the pandemic. It’s been a really good experience."

#contactcenterworld, @pcipal

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About PCI-PAL:
Company LogoPCI-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.
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Today's Tip of the Day - Every Contact Counts

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

Published: Friday, March 18, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)
 

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