Covid-19 Notice

Semafone is closely monitoring the global impact of the coronavirus and is taking all precautionary measures to protect our staff and to maintain operations. Read More

There is currently no impact on our business, and we have robust contingency plans in place to ensure the safety of our employees and continuity of our operations for all our customers should the virus spread at an increased rate. If you have any questions, please contact us at [email protected].

We have issued country specific guidance on travel to all employees and are monitoring threat levels and reissuing guidance accordingly. Our employees are fully equipped to work from home in all of our geographical locations and we will be keeping home working as the norm until risk levels have significantly declined.

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When it comes to tackling PCI DSS compliance and data
security, your contact centre customers need to be confident
that Gamma’s fully hosted Semafone-enabled SIP solution
ticks every box.

Our bite-sized e-guides and topic briefs below are designed to get to the heart of complex PCI DSS and data security topics quickly and easily. Designed to give you the key need-to-know facts and the know-how to tackle the questions customers ask. If you need further information or a deep dive into any of the topics below, we have provided suitable links.

Remember the Semafone Channel Team is here to help you with all the nitty-gritty of complex compliance questions.

If you would like a call to talk through any opportunities or questions you might have
– contact us now and we will get back to you….

Payment Card Industry Data Security Standards
(PCI DSS) Explained

  • The Payment Card Industry Security Standards Council (PCI SSC) is a consortium comprised of all major card brands (Visa, Amex, Mastercard, etc.).
  • Organisations taking payments over the phone must comply with the PCI DSS.
  • The PCI DSS is made up of approx. 327 controls (processes, procedures and tools) imposed on any merchants who store, process or transmit cardholder information.
  • Merchants that take card details verbally (in an open environment) need to ensure that all 327 controls are implemented and followed.
  • The Semafone on Gamma SIP solution can de-scope the merchant down to as little as 6 controls for their MOTO transactions by keeping card data completely out of their environment.

Need more information?

> Information on PCI DSS
> Semafone Cardprotect
> How to Navigate PCI DSS Requirements in the Contact Center

Semafone with Gamma SIP Value Proposition

  • On-Net, carrier grade, cloud based PCI DSS DTMF masking solution.
  • Fully managed service that keeps card data from entering the merchant environment.
    “They can’t hack what you don’t hold”
  • De-scopes merchant from SAQ-D (320+ controls) to SAQ-A (14 controls).
  • Protect all numeric data and contribute significantly to EU GDPR compliance
  • 30+ Gamma customers are already using this patented DTMF masking solution.
  • 40+ Gamma SIP resellers already partner with Semafone and are…
    • Winning new customers
    • Making existing customers stickier with new services
    • Providing a reason for ISDN customers to turn to SIP

Need more information?

> Implementing Semafone

Why choose Semafone on Gamma SIP?

  • Proven solution with 30+ live customers
  • On-Net, fully managed cloud solution (no requirement for hardware on site).
  • No re-routing of calls required to 3rd party hosted suppliers.
  • No additional costs (due to additional call legs).
  • No impact to Gamma’s SLAs (due to 3rd party call routing).
  • No risk to call delivery in the event of payment solution failure.
  • No connection lag time to a 3rd party payment solution.
  • No need to change NGN’s (Non Geographical Numbers) or DDI’s (Direct Dial Inwards) for existing Gamma customers
  • Significantly contributes to EU GDPR compliance by capturing all types of numeric data securely and preventing them from entering the contact center.

How do you spot PCI DSS sales opportunities?

  • Companies that:
    • Acknowledge they are not PCI DSS compliant.
    • Have just suffered a data breach.
    • Have a PCI DSS audit approaching.
    • Use Pause and Resume call recording solutions.
    • Use or want to use home workers to take payments.
    • Take large volumes of payments over the phone.
  • Key sectors include: Debt Collection, Financial Services, Insurance, Travel & Hospitality, Public Sector, Retail.

Customers Battling with the new EU GDPR due
in May 2018?

  • Companies could face fines of up to 4% of global turnover or €20m for a data breach.
  • EU GDPR applies to all organisations handling EU citizen data; regardless of their location.
  • From May 2018, companies will be required to report a data breach within 72 hours of the breach.
  • Semafone’s patented data capture solution can secure all types of numeric data.
  • Companies risk brand and reputational damage.

Need more information?

> Semafone for EU GDPR
> Our helpful GDPR flyer
> Our blog explains the impact of the EU GDPR

Contact Centres and PCI DSS Compliance
Research Findings

  • 72% of agents in the UK still ask customers to read card numbers out loud.*
  • 9% of agents know someone personally that has unlawfully accessed or shared customer information.
  • 30% of agents have access to customers’ payment information even when not on the phone with the customer.
  • The cost of a data breach resulting in less than 100,000 records lost is $4m.*

Need More information?

> Check out our handy infographic
> Read our blog on our Contact Centre Data Security Report
> Contact Centre Data Security Report
> Ponemon Institute Report

What are the perils and pitfalls of using
“Pause and Resume”?

  • Manual pause and resume solutions go against PCI DSS compliance guidelines.
  • Automated pause and resume triggers are tricky to implement and manage.
  • Human error – agents may ask for card details before pause and resume is activated.
  • Insider Fraud – agents can still see and hear payment card details.
  • Pause and resume solutions leave 300 PCI DSS controls to implement – agents, infrastructure and other internal systems are still exposed to card data.

Need More information?

> Read our Solution brief
> Check out our handy infographic
> Review our blog
> Tune into our webinar

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How can a Semafone on Gamma SIP solution improve Customer / Agent experience?

  • Customers and agents are in full verbal contact throughout the payment process.
  • Many customers have reported a reduction in Average Handling Time (AHT).
  • No need to create “locked-down” or draconian contact centre clean rooms which can lead to hostile and sterile agent working conditions.
  • Homeworkers can take payments securely as neither they or their work environment are ever exposed to card data.
  • No language or regional accent issues as customers enter their card details themselves.
  • Comprehensive card data validation reduces errors and increases 1st time capture success.

Secured by
Gamma & Semafone