Amica’s mission is to create peace of mind and build enduring relationships with our policyholders so providing exceptional service is our number one priority, Semafone’s solution gives us the ability to proactively deliver the best possible service to our customers, while protecting them at the same time.
Gil Bishop – Chief Information Security Officer, Amica Mutual Insurance Company
Semafone and 360 Solutions went beyond the call of duty to ensure we were able to maintain continuity of service for customers during the implementation phase. Our agents have found the system really easy to use and feedback from customers has been very positive. Not only are they happier about being able to remain in contact with agents throughout the entire call – they also truly appreciate the additional level of payment security we’ve put in place.
Adam Warne – IT Director, AO
Implementing Semafone was straightforward; staff training was minimal and the impact on customer service has been extremely positive. The fact that there was no disruption was of huge benefit to the team. Operationally the good news is that now any call, taken in any of our offices, can be put through to the call centre for a donation to be made and is fully compliant with the Payment Card Industry Data Security Standard (PCI DSS).
Ashley Bennett – IT Business Partner, British Heart Foundation
We now have a single solution that sits across our entire estate and across every customer facing channel. Working with Semafone has enabled us to fulfil our ‘build once and use many times’ vision and centrally manage the evolution of our payment environment in a streamlined and highly effective way.
Simon Turner – PCI DSS Strategic Advisor (QSA), BT
“We’ve had very few complaints, and I think they are aware the new system is helping to keep their payment data safe. For us, the whole implementation was as much about looking after members’ data responsibly as it was about PCI DSS compliance.”
Jon Laws – Financial Controller, Caravan and Motorhome Club
Semafone’s technology ensures cardholder data never enters our call centre IT systems. As well as delivering continuous protection for the contact centre itself, Semafone protects our VoIP network and wider network infrastructure. It also dramatically reduces the risk of payment card data breaches – since no data enters our systems, there is nothing there to steal.
Robert Dempsey – Director of IT Application Development, Consolidated Communications
It’s been great working with Semafone’s team, who are professional and helpful. Whenever we need assistance, it’s always provided quickly and effectively, and that’s a huge bonus when you’re working with new technology.
Jonathan Milbourn – Head of Customer Services and Business Transformation, Harrow Council
As an organization, we uphold strong standards when it comes to data security. If we are to expect our own data to be handled securely, this is a service that we must also deliver to our registrants; they too deserve their data to be protected to the highest standard.
Guy Gaskins – Executive Director of Information Technology & Resources, HCPC
One of the key benefits of using Semafone is that we can control the whole environment and it can be scaled according to our customers’ requirements. We have observed that most of the technologies used by competitors, who have PCI DSS compliance as standard, are often clunky and cumbersome. Semafone enables us to be responsive to our clients’ needs – offering flexibility as a key differentiator.
Megan Neale – General Manager, HGS UK
We exist to serve our customers, and part of our service mission is providing the best possible customer experience, no matter how they choose to interact with us as a business. The integration of Cardprotect within the Connect Managed Services solution means that NWG Business’ customers have the option to pay over the phone, with the confidence that their sensitive details are being secured to the highest standard.
-Lissa Balmer – Head of Customer Experience, NWG Business
“Achieving PCI DSS compliance is no easy task for any organisation, especially one as large and complex as npower and innogy, but it was a key operational objective and one that has paid off for them in saved payment costs. Working with partners like Semafone, we were able to create a truly innovative solution, one which helped to transform their business, reducing costs while improving the experience of their customers.”
-Richard Pennington – Managing Director, 4net Technologies
Semafone’s solution has made a huge difference to us. With many of our employees being homeworkers, we were very concerned about compliance. With Semafone’s solution, RNIB can meet the data security demands of the PCI DSS, while also providing the best possible customer service. It also reinforces to our donors that we take the security of their data seriously.
Catherine Lloyd – Senior Telemarketing Manager, RNIB
Semafone enabled us to balance the best of both worlds – we are securing our data and simplifying compliance, while improving the patient experience,” said Gee. “Our patients understand that their information is secure and enjoy the ease-of-use of Cardprotect. Our SPS team is delighted with the project results.
Alicia Gee – Director, Unified Communications at SPS
“PCI DSS compliancy was a massive project for TalkTalk and Semafone enabled us to reduce a huge number of applications across our voice recordings and IVR payment capabilities – it simply took away the need to read out card numbers, therefore the information was no longer stored in our voice/IVR application.”
Jashan Sidhu – Head of Billings, Cash, & Banking at TalkTalk
In terms of reducing risk, I no longer have to worry about the PCI DSS status of new acquisitions because we have a scalable standardized solution that descopes all our contact centre activities. And, because no card payment data ever touches our systems, processes or agents, we’ve significantly reduced the amount of PCI DSS controls in the business – giving me back valuable time each month that I can focus on more strategic business projects.
Tim Brading – Head of Technology Operations, The Travel Chapter