Strengthening PCI compliance for Avaya customers
Striking the right balance between achieving PCI compliance and reducing customer payment frustrations
Even though it’s ten years since the Payment Card Industry Data Security Standard (PCI DSS) was first released to ensure the safe handling of cardholder information at every stage of the payment process, many contact centre operators still find PCI compliance challenging - largely because of the voice processing and agent involvement.
With the continued focus on credit card fraud in the contact centre, the requirement for PCI compliance is now more important than ever. However, too many organisations still under-estimate the scale of the business risk posed by non-compliance – not just in terms of regulatory fines, but also in terms of subsequent brand and reputational damage.
While ‘pause and resume’ recording techniques initially went some way to addressing PCI compliance concerns, they no longer represent payment security best practice. That’s why Sabio has worked with Semafone to help Avaya customers strike the right balance between achieving PCI compliance cost-effectively and helping to reduce customer payment frustrations within the contact centre.
Innovative approaches such as Semafone’s patented technology resolve the complexity of PCI compliance by effectively removing the customer data completely from the contact centre. Your contact centre agents remain in voice communication throughout the payment process while a customer types in their card number. DTMF digits are masked so the agent and the recording solution can’t hear them.
Sabio helps you take this further still by offering a hosted PCI solution that can be deployed in tandem with our Sabio OnDemand powered by Avaya contact centre solution. Using smart CTI technology we have integrated Semafone’s PCI solution with our Avaya platform – effectively descoping your entire contact centre technology stack and agent population from PCI compliance!