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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.

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.

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.

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.

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.

A.

When it comes to telephony, carrier and CRM systems, PCI Pal is completely agnostic. Some of our deployment models do not require any kind of integration with your telephony provider. Others may require some integration, but we’ve already integrated with all manner of platforms – from global cloud contact centre providers to leading telephony vendors like Avaya, Cisco and Interactive Intelligence – so integration is never an issue.

A.

Both multichannel and omnichannel involve interactions across multiple channels with one major difference, the customer journey and how it is joined up between them. Multichannel tends to see different platforms siloed from one another. Omnichannel is where all these platforms are joined together so that, whatever journey the customer chooses to take, the experience is consistent and unified.

For example, if a customer is talking to an agent via webchat and decide that they want to make a purchase a multichannel solution would mean that the customer could be asked to make the purchase by calling into the contact centre to speak to someone else. For an omnichannel solution, the webchat agent would be able to have the customer make a payment via webchat or they could transfer the customer directly to another agent or IVR to enable them to make the purchase, providing a seamless and unified experience.

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