Question 1

Who is Syntec and what is CardEasy?

ceadmin · Accepted Answer

Syntec is an independent and privately-owned company that was founded in 1998 as an NHS bedside telephony company. Over the last two decades, we have developed into an award-winning worldwide payment security provider. We launched CardEasy, our secure telephone payment solution, in 2011 and since then we have continued to develop the CardEasy range to keep up with the continual evolution of contact centers.

Question 2

What is CardEasy?

ceadmin · Accepted Answer

CardEasy is a suite of secure card payment solutions, all of which are reliable, secure, and PCI-DSS level 1 certified. Whether you’re taking payments by telephone, email, SMS, webchat, social media or any other digital method, CardEasy secures these transactions and de-scopes your contact center environment from PCI DSS.

Question 3

Is CardEasy available worldwide?

ceadmin · Accepted Answer

Yes. Syntec’s headquarters are in London, but we are a truly worldwide company. We have staff based all over the UK and the USA, as well as clients all around the world.

Question 4

In which sectors is CardEasy used?

ceadmin · Accepted Answer

CardEasy is used by organizations with contact centers in many industries. These include travel, utilities, banking, eCommerce and retailer, healthcare, financial services, manufacturers and charities, and many more.

Question 5

What sectors are suitable for a CardEasy integration?

ceadmin · Accepted Answer

Our clients range across a broad spectrum of industries including the public and private sector, businesses and charities. If you operate a contact center with more than 50 agents taking payments then CardEasy is suitable for you.

Question 6

What is the difference between a pause/resume solution and a DTMF-based PCI solution?

ceadmin · Accepted Answer

DTMF masking allows your contact center to take card payments securely, using dual-tone multi-frequency (DTMF) capture technology, with the customer using their telephone keypad to provide their payment card data while the agent and customer remain in conversation.

When using a pause/resume solution, your customer provides their card details verbally to your agent, and although pause/resume prevents card data from being stored by your call recordings, these details are still heard by your agent. Therefore, your agents, your systems and your network remain firmly in scope of PCI compliance.

CardEasy de-scopes your contact center agents, call recordings, systems and network from PCI DSS, without the need for pause and resume.

Question 7

Are Syntec and the CardEasy suite of solutions PCI compliant?

ceadmin · Accepted Answer

Yes. Syntec is a PCI DSS level 1 service provider.

Question 8

Will CardEasy work with my existing payment gateway?

ceadmin · Accepted Answer

Yes. CardEasy is already integrated with most of the major gateways, and our API is designed to be quick and simple to integrate with any others you may require. You will find a list of gateways and PSPs that we are already integrated with on our Partner page. Additionally, if you have your own internal payment gateway, after a secure capture CardEasy could instead pass the sensitive payment info to that current PCI secure zone as opposed to going directly to your PSP (and your organization continues to handle the direct PSP transaction yourselves) if that was a preferred architecture.?

Question 9

Does CardEasy support tokenization?

ceadmin · Accepted Answer

Yes. CardEasy supports the tokenization of payment cards using the Payment or Tokenization Services Provider of your choice.

Question 10

Does CardEasy work with all payment service providers, acquirers and tokenization service providers?

ceadmin · Accepted Answer

Yes. CardEasy is already integrated with a large number of PSPs, acquirers and tokenization service providers and our API is designed to be quick and simple to integrate with any others you may require.

Question 11

Does the whole CardEasy suite support multi-currency?

ceadmin · Accepted Answer

Yes, CardEasy supports multi-currency transactions.

Question 12

How long will it take to deliver my project?

ceadmin · Accepted Answer

We have lots of experience in this industry and have honed our delivery methods over the years. Every deployment varies depending on your specific requirements but CardEasy is designed to enable easy integration with your existing telephony and ‘light touch’ integration with your CRM systems. Therefore, an implementation can be as quick as 4-8 weeks in certain circumstances, but it all depends on the integrations required.

Question 13

Does CardEasy involve complex and time-consuming integration with clients' existing systems?

ceadmin · Accepted Answer

No. CardEasy is designed to enable easy integration with your existing telephony and 'light touch' integration with your CRM systems as well as involving little or no change to the customer experience.

Question 14

Is CardEasy suitable for all merchant levels?

ceadmin · Accepted Answer

Yes. CardEasy is designed for merchants of all sizes, including level one.

Question 15

Have you implemented CardEasy solutions within large companies?

ceadmin · Accepted Answer

Yes, we have implemented CardEasy solutions for numerous fortune 100 organizations, including multi-national and multi-site contact centers.

Question 16

Is CardEasy suitable for smaller merchants?

ceadmin · Accepted Answer

Currently, CardEasy is unlikely to be cost-effective for merchants with fewer than 50 agents taking payments.

Question 17

Does CardEasy help with GDPR compliance?

ceadmin · Accepted Answer

Yes. When using CardEasy, your customer’s payment card data no longer enters your environment, so this is one element of Personal Data that you will no longer have to worry about.

Question 18

Can agents use CardEasy if they are working from home?

ceadmin · Accepted Answer

Using CardEasy means that agents can log in securely from home and take payments safely and securely. Each of our solutions ensures that your customer’s payment card details are never seen or heard, meaning your agents can take secure PCI compliant payments wherever they are working from. Simply put, no sensitive data ever gets to the remote site.

Question 19

Do you perform a Mod 10 / Luhn validation prior to tokenization?

ceadmin · Accepted Answer

The CardEasy system performs a dynamic lookup of the bank identification number (BIN) after the first 6 digits of the PAN have been entered and informs the agent of card issuer and scheme. This is a fraud prevention measure and also allows automatic surcharging based on card type dependent on the method of integration. When the PAN capture is complete the system performs a Luhn check and informs the agent visually of the pass/fail status in real time. This helps identify mis-keying and digit transposition.

Question 20

Does CardEasy perform a BIN lookup?

ceadmin · Accepted Answer

Yes. CardEasy automatically performs a dynamic lookup of the bank identification number (BIN) after the first 6 digits of the PAN have been entered and informs the agent of the card issuer and scheme. This is a fraud prevention measure.

Question 21

My customer cannot/does not want to use their phone keypad, can they still make payment using CardEasy?

ceadmin · Accepted Answer

CardEasy Agent Assist uses DTMF (Dual-tone multi-frequency) masking to allow your customers to make secure PCI DSS compliant payments via their telephone keypads whilst on a call with your agents. If your customers are unable to or don’t want to use their phone keypad, this can also be done by ASR (Automatic Speech Recognition). When using the ASR option the audio of the customer's card details will not be accessible either to the agent or to the call recording.

Question 22

Do CardEasy Agent Assist or IVR Payment require us to re-route our calls to the CardEasy service?

ceadmin · Accepted Answer

No, when using Agent Assist or IVR Payment, your calls do not need to be re-routed and your agents do not need to hand the call off to an IVR / automated system. CardEasy works mid-call with your existing telephony.

Question 23

Is CardEasy Agent Assist IVR-based?

ceadmin · Accepted Answer

No, Agent Assist works in live conversation with your agent, meaning the agent is in control of the call throughout, including whilst the customer enters their payment card details.

We offer a separate self-service solution that is IVR-driven (CardEasy IVR Payment), which is ideal for balance payments, donations, subscription services and other simple recurring transactions where no agent intervention is required.

Question 24

Will CardEasy Agent Assist and CardEasy IVR Payment work with our existing call recording system?

ceadmin · Accepted Answer

Yes, both CardEasy Agent Assist and CardEasy IVR Payment work with all call recording systems.

Question 25

Do CardEasy Agent Assist or IVR Payment require us to re-route our calls to the CardEasy service?

ceadmin · Accepted Answer

No, when using Agent Assist or IVR Payment, your calls do not need to be re-routed and your agents do not need to hand the call off to an IVR / automated system. CardEasy works mid-call with your existing telephony.

Question 26

Will CardEasy Agent Assist and CardEasy IVR Payment work with our existing call recording system?

ceadmin · Accepted Answer

Yes, both CardEasy Agent Assist and CardEasy IVR Payment work with all call recording systems.

Question 27

What is CardEasy Digital?

ceadmin · Accepted Answer

CardEasy Digital facilitates payment via alternative contact centre communication channels including e-mail, SMS, webchat, social media and chatbots.The agent generates a single- use secure link or QR code to send to the customer to open up a secure web page on which they can enter their card numbers to submit for payment authorisation via CardEasy. The agent can remain connected and track the customer's progress in real time through to payment completion. Alternatively, 'fire and forget' messages can be sent to customers (e.g. via e-mail or SMS) to ask for payment.

Question 28

What channels can we use to take payments with CardEasy Digital?

ceadmin · Accepted Answer

CardEasy Digital gives you the ability to take secure payments via any digital channel, from email and SMS to web chat, video, social media message or any other digital channel.

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