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Contact center management

How to maintain PCI DSS compliance when your contact center agents are working remotely

Contact center management, PCI DSS
Written by Danny Cresswell April 14, 2020

Many merchants have responded to the Covid-19 epidemic by either asking their contact center agents to stay safe and work from home, or by routing calls to outsourcers handling calls on their behalf. Both of these present a number of unique security challenges and associated risk. During these difficult times, it is clearly important for […]

How to maintain PCI DSS compliance when your contact center agents are working remotely Read More »

Many merchants have responded to the Covid-19 epidemic by either asking their contact center agents to stay safe and work from home, or by routing calls to outsourcers handling calls on their behalf. Both of these present a number of unique security challenges and associated risk. During these difficult times, it is clearly important for

Omni-channel payment security – buzzwords, real world and evolution

Contact center management, PCI DSS
Written by Simon Beeching March 11, 2020

If you’re a contact center operations manager or responsible for IT or telephony, you’ll be used to being bombarded with buzzwords and ‘envisioning’ the contact center of the future. By now, you’re probably on your way to providing a ‘customer engagement center’, with multiple channels seamlessly integrated for tech-savvy consumers to switch between at will. 

Omni-channel payment security – buzzwords, real world and evolution Read More »

If you’re a contact center operations manager or responsible for IT or telephony, you’ll be used to being bombarded with buzzwords and ‘envisioning’ the contact center of the future. By now, you’re probably on your way to providing a ‘customer engagement center’, with multiple channels seamlessly integrated for tech-savvy consumers to switch between at will. 

Giving the customer control of the contact center experience

Contact center management
Written by Jonathan Graham March 3, 2020

Experience customisation is an innovation that’s blossoming in the 21st century. Technology has advanced to the point where a technologically-delivered product can be customised by the consumer’s selection of such a wide variety of options that each instance is likely to be unique. Consider for instance any premium automobile. From the customer’s viewpoint, the range

Giving the customer control of the contact center experience Read More »

Experience customisation is an innovation that’s blossoming in the 21st century. Technology has advanced to the point where a technologically-delivered product can be customised by the consumer’s selection of such a wide variety of options that each instance is likely to be unique. Consider for instance any premium automobile. From the customer’s viewpoint, the range

How our telephony and SaaS experience helps support contact center payment security projects

Contact center management, PCI DSS, Telecoms
Written by Simon Beeching February 21, 2020

Syntec background Syntec was founded as a hospital bedside telephony company in 1998.  Whilst this business was subsequently sold off, we’d grown into a UK network operator, switching vast quantities of call traffic internationally on behalf of a growing customer base of call centers belonging to major merchants. We’d also diversified into providing proprietary, managed

How our telephony and SaaS experience helps support contact center payment security projects Read More »

Syntec background Syntec was founded as a hospital bedside telephony company in 1998.  Whilst this business was subsequently sold off, we’d grown into a UK network operator, switching vast quantities of call traffic internationally on behalf of a growing customer base of call centers belonging to major merchants. We’d also diversified into providing proprietary, managed

DTMF masking doesn’t just enable secure keypad payment by phone, it also offers a much better customer experience

Contact center management
Written by Simon Beeching June 20, 2019

The decision to switch to DTMF masking in order to take secure keypad payments by phone is often presented as something that’s for the benefit of the organization taking the payments. What’s often overlooked is the fact that switching to DTMF masking also offers significant benefits to end- customers. Indeed, our own research shows that

DTMF masking doesn’t just enable secure keypad payment by phone, it also offers a much better customer experience Read More »

The decision to switch to DTMF masking in order to take secure keypad payments by phone is often presented as something that’s for the benefit of the organization taking the payments. What’s often overlooked is the fact that switching to DTMF masking also offers significant benefits to end- customers. Indeed, our own research shows that

The history of DTMF in contact centers

Contact center management, GDPR, PCI DSS
Written by Simon Beeching February 7, 2018

The image of dual tone multi frequency signalling (DTMF) has come in for a makeover recently in  contact centers.  The engine behind automated IVR menus for many years, it also now facilitates new ‘keypad payment by phone’ technology to help keep customers’ card numbers safe when paying over the phone for goods and services. The

The history of DTMF in contact centers Read More »

The image of dual tone multi frequency signalling (DTMF) has come in for a makeover recently in  contact centers.  The engine behind automated IVR menus for many years, it also now facilitates new ‘keypad payment by phone’ technology to help keep customers’ card numbers safe when paying over the phone for goods and services. The