Danny Cresswell
Over the last decade, social media has become one of the most important channels through which customers interact with brands. Social networks are a vital and integral part of the way in which brands and organizations communicate with customers and, in many cases, sell to them. Ecommerce is also no longer something that only happens …
Enabling secure payment via social media channels Read More »
Advances in voice recognition technology have changed the way we can now search the internet, as well as how we interact with smart devices in our homes. Consumers are increasingly familiar with such technology, no longer just as a novelty (such as asking Alexa to tell a joke) but as a core part of how …
Secure card payment using automatic speech recognition (ASR) Read More »
If you’re holding payment card data within your organization’s contact center environment (for instance in call recordings, or in your network as transactions are made) you’re always at risk from a data breach, even if you’re PCI and GDPR compliant. Many organizations have shifted calls and transactions to remote workers and outsourcers due to the …
Some pitfalls of PCI DSS & GDPR to avoid for contact centers and remote workers Read More »
There’s been a big rise in consumers using online chat to interact with organizations recently. Superoffice suggests that as many as 41% of consumers now expect live chat to be offered on an organization’s website. Indeed, there’s evidence that consumers prefer live chat to other digital contact center channels, with 46% of customers stating a …
Enabling secure and PCI-compliant online payments via web chat Read More »
Many merchants have responded to the Covid-19 epidemic by either asking their contact center agents to stay safe and work from home, or by routing calls to outsourcers handling calls on their behalf. Both of these present a number of unique security challenges and associated risk. During these difficult times, it is clearly important for …
How to maintain PCI DSS compliance when your contact center agents are working remotely Read More »
Call center managers face an array of technical solutions to meet the requirements of PCI DSS and the necessary protection of payment card data for their customers. Two solutions often considered by merchants are point-to-point encryption (P2PE) and DTMF masking. In this blog post I’ll consider the pros and cons of each option. Point-to-point encryption …
Point-to-point encryption (P2PE) vs. DTMF masking for call center PCI DSS compliance Read More »
