Enabling contact centres to serve all their customers securely, maintain PCI DSS compliance, and deliver a frictionless customer experience
Boston, MA and Guildford, UK – September 30, 2019 – Semafone®, the leading provider of data security and multi-channel compliance solutions for call and contact centres, today announced that it has added a range of new features to its award-winning and patented telephone payments solution – Cardprotect Voice+.
One of the most important new features is Live Voice Capture, which addresses the needs of elderly or disabled customers who are unable or reluctant to use a telephone keypad to enter their payment card details. Live Voice Capture enables contact centre agents to place a call into secure voice capture mode, allowing customers to read out their payment card details over the phone. As with all Semafone products the agent cannot hear the details being shared but can monitor customer progress and follow each step of the payment transaction/card capture process. The agent remains available if the customer needs any help. Once the payment data is captured, the agent can take control of the call to complete the transaction and collect any additional non-sensitive information that is required. This process keeps the customer’s details secure and the organisation remains compliant with industry regulations, such as the Payment Card Industry Data Security Standard (PCI DSS), while offering a frictionless agent and customer experience.
“Semafone is continually evolving and setting the standard for best practices in payment security,” said Gary E. Barnett, Chief Executive Officer, Semafone. “With the latest release of our flagship platform, Cardprotect Voice+, we are helping organisations keep PCI DSS compliance and user experience top of mind. This new version significantly improves the way contact centres can securely serve every customer, without adversely impacting agent call handling times, and delivers accessibility and inclusivity without compromise.”
As part of the new security capabilities released in this version of Cardprotect Voice+, Semafone has also implemented key technical enhancements to the Voice+ Platform, making an even faster and smoother implementation of the product possible. The solution integrates seamlessly with existing contact centre technology and customisable analytics capabilities will ensure customers have access to meaningful, real-time data on payment transactions as they occur across a customer’s estate.
“Existing customers are already realising the benefits of being fully protected by our award-winning solution,” said Gary E. Barnett. “The upgrades in Cardprotect Voice+ not only enable customers to now deploy swiftly, but they come at a time when organisations across all industries face increasingly complex business and data security challenges. Companies must make data security, compliance and the delivery of a frictionless customer experience a key priority, and we’re here to empower them to do so.”
For more information about Semafone, please visit: www.semafone.com
Semafone provides pure cloud, hybrid cloud and on-premises solutions to contact centres and all businesses accepting payments; enabling them to collect personal data securely across all channels – including the telephone, webchat, social media, email SMS, QR codes and more. Semafone’s patented data capture method collects sensitive information such as payment card or bank details and social security numbers directly from the customer for processing. This prevents personal data from entering the business and IT infrastructure, which protects against the risk of fraud and the associated reputational damage, ensuring compliance with industry regulations such as PCI DSS. Semafone’s suite of solutions creates a seamless, omni-channel experience that increases sales conversion rates and boosts customer loyalty, while at the same time simplifying compliance.
The company was founded in 2009 and now supports customers in 26 countries on five continents. Semafone is vertically agnostic and its extensive customer base includes companies such as Aviva Canada, Amica Mutual Insurance, British Sky Broadcasting, Pethealth, Rogers Communications, Santander, Sutter Health and TVG.
Semafone has achieved the four-leading security and payment certifications: ISO 27001:2013, PA-DSS certification for its Cardprotect payment solution, PCI DSS Level 1 Service Provider and is a registered Visa Level 1 Merchant Agent. To learn more, visit www.semafone.com and follow us on LinkedIn, Twitter and Facebook.