#contactcenterworld, @Semafone, @route101ltd
Guilford, UK, Oct, 2021 -- Route 101, a cloud systems integrator of customer service technology platforms and tools in the U.K., and Semafone, a provider of data security and compliance solutions for call and contact centres, announced a new partnership. By bringing Semafone into the Route 101 portfolio, organisations can significantly improve contact centre compliance, address data security challenges, and empower hybrid working models.
The partnership combines Route 101’s Contact-Centre-as-a-Service (CCaaS) and Semafone’s patented omnichannel PCI compliant payment solutions, designed to improve efficiency and enable secure payments anywhere and across any channel. Now, customer service organisations can combine Route 101’s omnichannel interaction handling, workforce optimisation, and analytics platforms, with Semafone’s secure and compliant solutions to provide frictionless customer experiences and achieve better business results.
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"Route 101 is consistently evaluating the market to identify transformational customer service solutions with the power to drive business growth, reduce operational costs, and improve efficiency. In Semafone, we found a partner with the ability to safeguard our customers and minimise the risks of brand-damaging data breaches or fraud," said Russell Attwood, Route 101 Founder. "With less opportunity to shop in-person, consumers are exploring other ways of making purchases. As digital transformation accelerates, they want to be served via their choice of channel – whether by phone, SMS, chat, or email – and they expect to be able to initiate and complete payments across any channel. Our partnership with Semafone will enable current and future clients to deliver a secure and frictionless customer experience."
Organisations looking to support unified omnichannel customer journeys across voice and digital touchpoints increasingly require a seamless, secure, Payment Card Industry Data Security Standard (PCI DSS) compliant solution to enable payment transactions over the phone and across digital communication channels. As industries move to remote-working models, security and compliance are even more paramount.
"Providing customers with a more convenient, intuitive, and improved payment experience is critical for building lasting customer relationships," said Iain Regan, Chief Revenue Officer, Semafone. "We’re excited to partner with Route 101 to ensure today’s contact centre organisations find efficient, secure, and PCI DSS compliant ways to process payments, no matter what channel they use or where their agents are located."
Posted by Veronica Silva Cusi, news correspondent
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.
About Route 101:
Omnichannel customer engagement solutions for frictionless customer and agent experiences. Flexible, scalable contact centre, customer engagement and unified communications software in the cloud. Route 101 help organisations to scale with growth, boost customer satisfaction, reduce cost to serve, and drive revenue. Combining communications and contact centre solutions, we provide the tools to help you deliver excellent customer experiences and empower your workers. Unlock the true potential of your contact centre, social media, and web channels to deliver next generation CX. We can help with: Conversational AI & Automation | Co-browsing & Screen-Sharing | Self-Service | Inbound & Outbound Contact | PCI Compliant Payments | WFM | Performance Management | Call Recording | Quality Management | Analytics | Unified Communications & Collaboration | Enterprise Telephony | CRM Integrations | and more.
Published: Monday, October 25, 2021
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