This eBook is for those who want to know where securing payments fit into omnichannel contact centers, and why including secure payments in your own omnichannel contact center strategy is essential.
Online payments and digital engagement were already on an upward trend. The COVID-19 pandemic has only served to speed up the shift to digital shopping by around 5 years. Businesses that have failed to adapt to the ‘new normal’ and embrace digital have suffered financially. Those who have are finding that their customers expect a seamless journey that allows them to switch between channels from beginning to end. This includes when it comes to making payments.
This doesn’t come without its own set of challenges for businesses, especially in the contact center. As organizations unify their communication channels for a smooth and unified buying experience, the risk of exposure of payment information and potential data breaches also increases. This carries a substantial risk of brand reputation and damage to consumer trust. It also leaves organizations open to falling foul of a raft of data protection legislation and the Payment Card Industry Data Security Standard (PCI DSS).
Organizations that place secure payments at the heart of their omnichannel strategy overcome these challenges. But organizations that utilize solutions that descope their contact center payments are taking it one step further. Not only does this simplify their PCI DSS requirements, but they are also offering their customers a true omnichannel experience.
In this eBook you will find:
- How digital commerce is influencing consumer behavior
- What omnichannel means in terms of contact center operations
- The differences between omnichannel and multichannel
- The benefits of adopting an omnichannel strategy
- How to build secure payments into your omnichannel contact center strategy
- The benefits of descoping from the requirements of the PCI DSS to omnichannel contact centers
As customers move between phone, chat, email and social in a single purchase, securing payments in each channel separately stops being viable. This eBook makes the commercial case first: 73% of customers use multiple channels during their purchase journey, and companies with strong omnichannel strategies retain around 98% of customers against 33% for those without. It sets that against an average breach cost of $3.86 million in 2020. The guidance covers how to secure card payments consistently across every channel a contact centre operates, rather than channel by channel.
