Blog - Page 8 of 14

How to maintain PCI DSS compliance when your contact center agents are working remotely

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 …

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Omni-channel payment security – buzzwords, real world and evolution

Contact center management, PCI DSS
Written by Simon Beeching March 11, 2020

If you’re a contact center operations manager or responsible for IT or telephony, you’ll be used to being bombarded with buzzwords and ‘envisioning’ the contact center of the future. By now, you’re probably on your way to providing a ‘customer engagement center’, with multiple channels seamlessly integrated for tech-savvy consumers to switch between at will. …

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Giving the customer control of the contact center experience

Contact center management
Written by Jonathan Graham March 3, 2020

Experience customisation is an innovation that’s blossoming in the 21st century. Technology has advanced to the point where a technologically-delivered product can be customised by the consumer’s selection of such a wide variety of options that each instance is likely to be unique. Consider for instance any premium automobile. From the customer’s viewpoint, the range …

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How our telephony and SaaS experience helps support contact center payment security projects

Contact center management, PCI DSS, Telecoms
Written by Simon Beeching February 21, 2020

Syntec background Syntec was founded as a hospital bedside telephony company in 1998. Whilst this business was subsequently sold off, we’d grown into a UK network operator, switching vast quantities of call traffic internationally on behalf of a growing customer base of call centers belonging to major merchants. We’d also diversified into providing proprietary, managed …

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Point-to-point encryption (P2PE) vs. DTMF masking for call center PCI DSS compliance

PCI DSS
Written by Danny Cresswell November 6, 2019

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 …

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