Managing contact centres is a tough part of doing business, with one of the major challenges being compliance with data security regulations. For any organisation handling customer payments in the contact centre, having a failsafe approach to managing both security and compliance is of strategic importance. Aside from any potential financial penalties from non-compliance, your organisation’s reputation and customer trust could be severely damaged.

Unfortunately, too many businesses still use outdated Pause and Resume call recording methods in an attempt to tick the compliance checklist.

Pause and Resume has the potential to expose organisations and contact centres to unnecessary risks, possible threats and incidences of non-compliance. Especially with more organisations operating remote or hybrid working, which means sensitive payment data could be captured or stored illegally by employees.

In this episode Nikki Von Seggern is joined by PCI Pal’s CISO, Geoff Forsyth, as he explains the threats posed by outdated Pause and Resume call recording technology. Helping listeners find an easier path to compliance with data security regulations, and less chance of being fined for a data breach.

With customer service a top priority for companies, and consumers open to new options, the payments landscape is primed to expand and evolve over the coming year. In this episode, PCI Pal’s CMO, Jane Goodayle, is joined by the company’s VP of Product, Alessandro Dalla Volta, who outlines key payment trends and his predictions for 2023.

Highlights include:

• The emergence of Open Banking powered payments within the contact centre
• Developments in AI in the contact centre and the benefits
• What payment methods can consumers trust? 
• Recommendations for organisations looking to re-asses their payment process in 2023

In this episode from Secure Payments, we take the time to cover some of the intricacies and actions required of the release of PCI DSS 4.0. The newest regulations have brought with them significant changes and requirements for organisations. PCI Pal recently partnered with industry leader, Verizon, to generate a whitepaper titled ‘Keep Calm and Simplify,’ addressing contact centre best practices in the wake of the updated regulation.

In this episode, Verizon’s Head of Global Business Intelligence, Ciske Van Oosten, and PCI Pal’s CISO, Geoff Forsyth, join us to dive a little deeper into the topic surrounding PCI DSS in the contact centre.

Highlights include:

• How global contact centres are undergoing significant change
• How complexity is increasing in payment security
• The impact of PCI DSS v4.0 on the contact centre
• The need for the new set of standards
• Which PCI DSS requirements are most relevant to the contact centre
• Solutions to aid contact centres in an improved payment security process
• Reducing scope of PCI DSS
• DTMF interception, masking, and how the technology works
• Next steps following the release of PCI DSS v4.0

Join the discussion now!