Ultracomms to attend Call Centre and Customer Services Summit as it warns of security risks of ‘Pause and Resume’ card payment methods in the contact centre
Ultracomms will be attending the Call Centre and Customer Services Summit to showcase its omni-channel and secure payment solutions which ensure businesses deliver seamless customer experience, remain compliant with PCI DSS, and minimise the risk of card payment fraud.
Specialists from Ultracomms, an industry leader in providing omni-channel contact centre solutions, will be speaking to decision-makers about the challenges facing the industry in achieving PCI DSS (Payment Card Industry Data Security Standard) compliance. It comes as card fraud from telephone payments, in particular card-not-present (CNP) theft, has risen by almost 10 per cent in the past two years and is seen as a “weak link” by fraudsters.
In spite of the risks, two thirds of contact centre organisations continue to take payments using the pause and resume technology, where agents pause the call recording when taking card data, and then reactivate it afterwards. Manual pause and resume is not foolproof and still exposes the contact centre to sensitive card data and significant risks of card data fraud. It is expected that the PCI DSS Council will deem the method no longer compliant when the next update to its standards is published.
The Call Centre and Customer Services Summit, on April 23 and 24 at the Radisson Blu Hotel, at London Stansted, brings together buyers and suppliers from across the sector for networking and one-to-one business meetings. Delegates include Barclays, British Gas, RAC, VUE Entertainment and Capital One.
Ultracomms pioneered a cloud-based DTMF (dual tone multi-frequency masking) solution that enables customers to securely enter their card details directly through their telephone keypad, preventing card data from ever entering the contact centre environment.
This solution means the contact centre has effectively outsourced the payment process for PCI DSS purposes. With the contact centre environment completely out of scope, the risk to businesses has been removed, without impacting operating profits, breaking audit trails, or damaging the customer journey.
Derwyn Jones, Chief Executive of Ultracomms, said:
“Our team are delighted to be attending the Call Centre and Customer Services Summit and it presents a fantastic opportunity to network with industry decision-makers.
“Our range of PaySure solutions ensure complete payment security, giving both the businesses and customers peace of mind. Our cloud-based technology protects the customer service experience and has significant advantages over some other automated solutions, which tend to increase call abandonment rates.
“In an era when card fraud is expected to rise even further, and with data protection under unprecedented scrutiny, the call centre industry cannot afford to sit still and not adopt new technology.
“The only bulletproof way to guarantee PCI DSS compliance in the contact centre is to not capture the payment card information in the first place and our PaySure cloud-based DTMF masking solutions now make this an affordable reality. We look forward to showing businesses how we can seamlessly incorporate this technology and really help their business go from strength to strength.”
Additional Information
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Ultracomms is a leading provider of PCI DSS level 1 certified secure payment handling and omni-channel customer contact management solutions to contact centres. Our advanced customer interaction and secure payment solutions are designed to help clients maximise contact centre performance, improve customer experience, simplify compliance process and reduce organisational risk.
