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FAQs

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A.

Our Agent Assist solution is very easy to understand from a user perspective. When the point of payment is reached in the call, the agent secures the line. PCI Pal’s secure cloud then captures all sensitive credit card details as it’s either spoken or entered via their telephone keypad without the agent hearing or seeing it, and it’s instantaneously sent to the payment provider for processing. Crucially, the voice path between the customer and agent remains open nearly all the time while this happens, so they can communicate should there be a problem. Watch the short video on our Agent Assist solution page to find out more.

A.

We follow a structured project delivery process that we’ve designed using PRinCE2 and PRinCE2 Agile methodology and then moulded from our own experience. We use ‘collaborative working’ project management tools where we can, and we’re happy for our PMs to use your own project management software if you prefer.

A.

Delivery of your project is dependent on the solutions you have chosen and your specific requirements. We have delivered previous projects in as little as 4-6 weeks. We will always endeavour to deliver your project successfully and on time.

A.

The simple answer is… with ease! Fortunately, the majority of payment providers have modern APIs that we’re able to integrate with our secure cloud services. Additionally, payment providers are usually PCI compliant, so we have no issue integrating our secure cloud with their services. Payments made via PCI Pal are processed by the provider at the same speed (or quicker) than you would find using their virtual terminals directly. But we don’t get too involved; we just do our job of securing your customers’ data and all your other systems can behave as normal.

A.

DTMF bleed is the term used to describe short duration snippets of DTMF tones that can sometimes be heard at the call centre side even when a DTMF masking solution is in place. This can occur in some DTMF masking solutions because the algorithm to detect the presence of a tone can take several milliseconds to detect the presence of a tone. During this time the masking solution may not suppress the tone and a small portion of the tone slips through and reaches the contact centre environment. The biggest consequence of this is that when it occurs, the contact centre is brought back in scope of PCI DSS.

A.

If you’re a customer of PCI Pal, the answer is no. Some other DTMF masking solution providers rely on masking the tone only after the DTMF detection algorithm has signalled a tone is present.  PCI Pal uses a “step-back” solution which detects the tone and winds back the stream of audio several milliseconds before masking the audio stream to ensure that the tone is completely masked. PCI Pal’s platform also prevents DTMF duplication errors causing a similar leak of tone-based information through to the call centre. For example, where the DTMF sent by a customer happens as in-band tones and is also erroneously duplicated as out of band messages. Some solutions may mask one type of tone transport but allow the other to pass through and thereby end up in call recordings.

A.

The key difference here is how PCI compliance is verified. PCI certification is proof of compliance as it relates to the verification process by the QSA (Qualified Security Assessor).  PCI compliance involves the development and daily maintenance of cardholder data protection policies and procedures, so essentially is a claim rather than proof, but it should be taken just as seriously.

A.

Digital engagement can be defined as anything that is an online interaction, and digital engagement channels are ways in which customers are able to interact with an organisation digitally, for example:

  • Webchat
  • AI and Chatbots
  • Social Media (i.e. Twitter, Facebook etc)
  • Websites
  • Email
  • SMS

These channels increase engagement between customers and organisations beyond sales. Digital engagement channels allow organisations to open up the conversation with their audiences for support, service and marketing activities, offering a convenient way to increase reach.

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