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Logistics

According to research the logistics industry is a high target for hackers. Effective data security practices and PCI compliance is a must.

It’s highly evident that technology is having a profound effect on the logistics sector.

Today’s advanced tracking tech allows shipments to have their every move recorded, which is crucial for ensuring maximum efficiency within the business. At PCI Pal, we work with some of the largest logistics organizations in the world and while the impact of technology is plain to see, there are additional considerations firms need to take into account when embracing new technology – one of those being data compliance.

With analytics systems collecting real-time data about how a business is operating, how goods are being shipped and how customer’s data can make services more efficient, a lot of personal information is entering and remaining in business’ infrastructures that could be accidentally exposed to staff, partners or, more worryingly – hackers. In 2017, Forbes reported that hackers have put the logistics industry on an international target list as two large logistics organizations suffered data breaches that affected multiple companies. The logistics and transportation industries are attractive to hackers because companies in these sectors often use embedded technologies that are integrated with other, often smaller businesses that are generally more vulnerable.

Effective data security practices are vital to prevent costly breaches and the misuse of valuable data. Traditionally, protecting this data in contact centers consisted of user training, awareness and deploying ‘compensating control’ technologies that manage the access to personal data. Conclusions from a study conducted by Verizon found that 60 percent of organizations are still leveraging outdated pause-and-resume technologies, as just one example, to avoid storing sensitive payment data on call recordings. Users are paused while their payment information is collected, which disrupts the flow of business and causes issues from an audit trail and complaint resolution perspective.

It is better to eliminate the risk of data breaches at the contact center level by preventing personal payment data from entering the environment in the first place. De-scoping telephone-based payment processing from the requirements of PCI DSS by utilizing DTMF Masking technology allows payment card information to be provided without your contact center agents having access or sight of the data – meaning there is simply no payment data in your company’s systems to be compromised.

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What our clients say

It was clear that PCI Pal’s solution would give us everything we need. And, as a partner with Vonage, it could be integrated - so we didn’t need to bring in a new third party to manage our compliance needs.

Andrew Thompson - Business Services Change Manager
British Medical Journal

We’ve fundamentally changed the way we’re handling our customer interactions. We have a new way of taking calls which is integrated with our Salesforce system and connects payments, billed interactions and customer contact in one place. It’s much more user-friendly and suits the way our customers want to provide the information to us - it’s a far better experience for our customers.

John Woodward - Head of Service Support
Ecotricity

The PCI Pal team have always gone out of their way to adapt their solutions as our business needs have evolved. We would certainly recommend PCI Pal. Not only are they digital, safe and secure, but they’re also very forward-thinking, so great for any retail e-commerce business.

Heather Gibson - Brand Experience Director
AllSaints

The beauty of PCI Pal’s Agent Assist is that, not only could we integrate it with all of our existing voice and payment systems, but it provides a seamless way of working for our call centre agents. In fact, I would say we have improved the overall customer experience, as payments can be handled faster, with average call lengths reducing by at least 20% because of the efficiencies it provides.

Jason Hall - Service Delivery Manager
DDC OS UK

We are really pleased with how Agent Assist is today supporting us. The solution is extremely effective, the team has been brilliant in supporting us deliver this project and we now have a very stable solution that enables us to take card details in a compliant way, while continuing to record our calls.

Matthew Lippert - Assistant Manager
iFLY

PCI Pal’s tools are known as the Number 1 in the industry. It was exactly the solution we needed for the problem we had and they’ve delivered something absolutely spectacular.

Alex Denley - Head of IT
Kidzania

We haven’t looked back since – the comparison from our previous supplier is like night and day.

Stephen Wright - IT Engineer
Pennon Water Services

PCI Pal’s Agent Assist has turned our Cardholder-Not-Present payments around; transaction times have reduced, our agents are happy as they see all calls through from start to completion and PCI compliance is assured. What makes this a complete success however is that the payment failure rate has dropped from around 25% to less than 5%, which has completely exceeded our expectations.

Andy Kinney - System Manager
Vax

For Pennon Water Services, we are committed to delivering simple, accurate and timely billing for water services within one bill, one payment date and one telephone number to call. Working with Vonage and PCI Pal enables us to deliver on this commitment, in a secure and compliant way, satisfying both our clients and our staff in the process.

Stephen Wright - IT Engineer
Pennon Water Services

The process of buying an insurance policy is now easier; the process is much more refined and so customers are less likely to drop out. For our agents, our call times have improved which is a big measurement for us. Ultimately, our agents prefer it, our customers prefer it and we are seeing a big jump in efficiencies all round.

Tom Bowen - Senior Database Architect
Verex

I wholehearted support and endorse PCI Pal, everything is great with the relationship. We worked great as a team and now the solution is in place, our customers like it, our agents like it, and it just works.

Sandy McMurry - Helpdesk Technician
TRADER

I wholehearted support and endorse PCI Pal, everything is great with the relationship. We worked great as a team and now the solution is in place, our customers like it, our agents like it, and it just works.

Sandy McMurry - Helpdesk Technician
TRADER
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