Omnichannel payment security
Any contact centre that accepts, processes, stores or transmits customer payment card data must do so in-line with the Payment Card Industry Data Security Standards (PCI DSS).
However, achieving and maintaining PCI DSS compliance can be a costly, time-consuming and challenging process. Plus, a data breach exposes your organisation to the risk of financial and legal penalties as well as reputational damage. This risk is heightened when a large proportion of your agents work from home without any payment data security controls.
Liberty Converse, Netcall’s omnichannel contact centre solution, eases the burden of PCI DSS compliance. The Secure Payments module prevents payment card data from entering your organisation, de-scoping your contact centre environment for PCI DSS.
Secure Payments for contact centres
Secure Payments works across self-service / automated payments channels such as IVR, chatbot and SMS; and agent-assisted channels such as phone, chat, email and social media.
IVR and agent-assisted phone payments are managed using keypad entry rather than spoken numbers, to capture sensitive payment card details. When the customer enters their card details, the keypad (DTMF) tones are audibly blocked. Agents only see asterisks appear on their screens, masking the sensitive data from view.
A single-use secure payment link is generated for payments through digital channels. When agents assist customers through chat, the payment data is masked on their screens.
The data is captured in a secure server, preventing card data from being accessed, shared or stored through your people, processes or systems.
Benefits at a glance
Benefits in detail:
The Liberty Advantage
Exceed your CX ambitions
Secure Payments is a module of Liberty Converse. Once you deploy Converse, you unlock the potential to access other tools on our Liberty Platform to help you manage and improve customer experience, effortlessly. From conversational messaging and automated self-service in Liberty Connect and intelligent automation in Liberty Create and Liberty RPA.
With the Liberty Platform, you transform your omnichannel engagement and digital process infrastructure, with minimal risk. Quickly and easily automate processes to reduce the friction between your processes and customer expectations.