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Contact centers are responsible for keeping customers personal and payment data safe, as well as ensuring PCI DSS compliance. Payment card fraud is an ongoing threat worldwide and the risk is significant. If you experience a data breach you could be at risk of substantial fines, chargeback fees, fraud investigation and legal prosecution, as well as severe damage to your brand, customer loyalty and trust.
A large proportion of telephone calls that are handled by contact centers in the insurance industry involve the need for immediate payment or the collection of payment card details for future payments. Customers are traditionally asked to provide their payment card details verbally. This means that the entire contact center environment (including agents and call recordings) is exposed to payment card data and is therefore firmly in scope for PCI DSS.
Our flagship solution, CardEasy Agent Assist, removes the risk of card fraud within contact centers by preventing agents from hearing or seeing payment card data, automatically blocking it from screen and call recording (without the need for a pause-resume function) and preventing it from entering contact center systems and networks, ensuring that the entire contact center environment is fully de-scoped from PCI DSS.
Using CardEasy Agent Assist, the agent simply asks the customer to either:
There is no requirement for the agent to transfer the customer or put the customer 'on hold', so conversation is maintained at all times. Agents can provide verbal guidance to the customer as necessary, ensuring a seamless, and positive customer experience.
Customers expect a simple and secure experience when interacting with contact centers, especially at the point of payment, and this is exactly what CardEasy delivers!
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.