Semafone(R), a provider of data security and compliance solutions for contact centers, announces a new partnership with Avtex, a customer experience (CX)-focused consulting and technology provider for the healthcare, financial services and public sectors. Through this new partnership, Avtex will provide Semafone’s flagship Cardprotect software in North America and leverage Semafone’s consulting services to help their customers with enterprise contact centers simplify compliance with the Payment Card Industry Data Security Standard (PCI DSS).
Working in highly regulated industries, Avtex clients must manage compliance with a multitude of complicated laws and standards – from PCI DSS to the Health Insurance Portability and Accountability Act (HIPAA) – all while ensuring their customers’ personal data is safe. Semafone’s Cardprotect will help mitigate these challenges by descoping customers’ contact centers from PCI DSS compliance through its patented payment method using dual-tone multi-frequency (DTMF) masking technology.
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Michael Shrall, VP of Industry Alliances, Avtex, said, "At Avtex, our clients look to us to not only improve their customer experiences, but also to help with their compliance and security challenges around PCI DSS and other regulations. Given the complexities and implications of PCI DSS, we are fortunate to have Semafone aboard as a trusted partner who can guide our customers down the path to full compliance and stronger data security."
Tim Critchley, Semafone CEO, commented, "As we continue to expand globally, Avtex will be instrumental in bringing our data security and compliance solutions to the North American market. Our ability to address complex compliance issues in today’s ever-evolving regulatory landscape will allow Avtex to focus on helping clients create positive customer experiences across channels. Most importantly, Avtex’s clients will keep sensitive payment card data out of their contact centers, thereby reducing the risks associated with brand-damaging data breaches. Avtex are a welcome addition to our channel partner team."
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 Avtex Our core mission at Avtex is to help our clients optimize their interactions with their customers, employees, partners and prospects through communication and collaboration technologies. As a Microsoft Certified Gold Partner and Interactive Intelligence Platinum Elite Partner, Avtex is the first true integrated interaction solution provider with deep capabilities in portal, collaboration, contact center, CRM, custom application, infrastructure, unified communications and creative design solutions. Avtex has over 1,200 customers across the United States and in six countries with offices in Minneapolis, MN; Milwaukee and Appleton, WI; Des Moines, IA; Omaha, NE, and Cincinnati, OH.
Published: Thursday, September 6, 2018
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.
This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
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