AppFoundry: The Genesys Marketplace Experience

Discussion Thread View

Pitch Competition: CardEasy for Insurance Industry

  • 1.  Pitch Competition: CardEasy for Insurance Industry

    Posted 10-15-2021 05:58

    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: 

    1. Enter their payment card numbers using their telephone keypad. CardEasy captures the keypad entries utilizing DTMF masking. 
    2. Speak their payment card numbers aloud. CardEasy captures the spoken numbers utilizing Automated Speech Recognition (ASR). 


    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! 


    Key Points:

    • Provides customers with reassurance that their payment card data is being handled securely, improving brand trust and protecting your reputation. 
    • Fully de-scopes contact center environments, full-length call and screen recordings and contact center agents from PCI DSS 
    • For Genesys Cloud, CardEasy Agent Assist is quick and easy to deploy as a fully cloud-based solution
    • Effective whether contact center agents are based in a physical contact center or working remotely, covering both in-house and outsourced agents. 
    • No need for the agent to put the customer on hold or transfer them to an IVR to make payment, ensuring the best customer experience, fewer abandoned payments and reduced Average Handling Time (AHT). 
    • BIN lookup (issuing bank), Luhn check (PAN validation), one-time, recurring and multiple payments, tokenization and multiple currencies are all supported. 
    • Low implementation charge and usage-based service charges mean that CardEasy is cost-effective and easy to budget for.
    • CardEasy solutions are designed, developed and maintained by Syntec, a longstanding Genesys AppFoundry Partner, a PCI DSS Level 1 service provider since 2011; Visa Merchant Agent and Participating Organization of the global Payment Card Industry Security Standards Council


    ------------------------------
    Danielle Brown
    Syntec Limited
    ------------------------------