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Cardprotect Voice+ by Semafone
Contact centers trust Cardprotect Voice+ to reduce risk
and to enable them to take secure, PCI DSS
compliant payments over the phone.
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Cardprotect Voice+ offers a simplified PCI DSS compliance solution for complex card-not-present (CNP) environments across the following channels:
- Contact Center Agent – Semafone’s patented dual tone multi frequency (DTMF) masking solution protects card data by shielding it from call center agents
- Historic Call Recording Data – Semafone’s redaction solution removes card data from call recordings
- VoIP Network – Because Cardprotect Voice+ prevents cardholder data from entering the contact center entirely, it also protects the VoIP network
- Automated Speech Recognition – For customers who are unwilling or unable to share their payment information using their telephone keypad, our Semafone speech recognition solution offers a secure alternative
Protecting Your Payments Environment
Your business depends on taking payments, but without the right security controls, you could put customers’ sensitive data at risk. Data breaches, fraud and theft (from both internal and external sources) are becoming more sophisticated, frequent and costly. According to a 2018 Ponemon study, the average cost of a single data breach is nearly $4 million, which includes missed business opportunities due to reputational damage. While PCI DSS intends to help you reduce these risks and protect both your business’ and your customers’ data, it often adds complexity to an already complicated CNP payment environment.
Semafone can help by:
- Reducing risk and securing sensitive customer payment data
- Taking your entire contact center out of scope of PCI DSS
- Reducing average handling times (AHT) and increasing
first contact resolution (FCR) - Preventing DTMF bleed and keeping dial tones off call recordings
- Protecting your valuable company reputation
- Delivering significant return on investment (ROI)
- Providing unparalleled customer service
How Cardprotect Voice+ Works in Contact Centers
Cardprotect Voice+ allows customers to enter their payment card numbers directly and discretely into their telephone keypad instead of reading them out loud to the agent on the line.
Step 1: The customer calls the contact center and the conversation continues as normal.
Step 2: The customer chooses to input numeric data (such as a credit card number, social security number or driver’s license).
Step 3: Securemode is initiated to mask the DTMF tones with flat tones as the customer inputs in their data, or they use Live Voice Capture to speak their details.
Step 4: The caller’s information is transmitted to the appropriate third party, such as a payment service provider (PSP).
Better for Customers
Semafone’s patented data capture method uses dual tone multi frequency (DTMF) masking to replace the keypad tones with flat tones as customers input card numbers. If a caller is unwilling or unable to share their payment details using their telephone keypad, our Live Voice Capture solution provides a secure alternative method. The agent cannot decipher the numbers in any way, and is able to stay on the line in full voice communication with the customer throughout the entire transaction.
The agent is available at every step of the payment process to correct errors and help with any issues that may arise. This greatly improves customer satisfaction, reduces the number of abandoned calls and even lowers average handling time (AHT).
Customers also appreciate the added security – they know that when they see “Secured by Semafone” on your website or in their order confirmation that their payment has been taken securely and their card data is protected.
Better for Agents
With Cardprotect Voice+, your staff no longer need to work in environments with stringent, draconian security measures, like the use of “clean rooms” where agents cannot have mobile phones, writing equipment, paper or even bags.
These restrictions have a negative effect on employee morale and job satisfaction, leading to high staff turnover.
By using Cardprotect Voice+, contact centers can take an omnichannel approach to their operations.
Because agents do not have access to sensitive payment data, they can freely access tools, like webchat and social media, that improve the working environment and help to deliver superior customer service.
Better for You
Cardprotect Voice+ is scalable, flexible and resilient, and can integrate seamlessly with your existing telephony. The solution’s integration with your PSP ensures rapid deployment and minimum disruption to your business, and there is no need to upgrade or change your CRM systems or call recording technology.
Cardprotect Voice+ also helps with call recording dilemmas. Some industries, including the government and financial services sectors, require a complete and full recording of phone conversations. However, the PCI DSS prohibits the recording and storing of Sensitive Authentication Data (SAD), such as three- or four-digit security codes (CID, CVC2, CVV2, etc.). Using DTMF masking technology, Cardprotect Voice+ shields data not only from agents, but also from recordings, so you can easily record calls without compromising regulatory compliance.