The Company
This Australian government authority provides services and support to more than five million residents living across one of the largest states in the country. The territory is divided into 77 local government areas, with each area having a council that is responsible for providing a range of local services and utilities.
The Compliance Challenge
Any organization that accepts credit card payments need to comply with the Payment Card Industry Data Security Standards (PCI DSS). They needed a solution that would allow them to take card payments without having any card data exposed to their network infrastructure or contact center agents to meet their PCI compliance obligations across multiple sites.
The Solution
Working with a specialist project management firm, a market review was undertaken to identify a solution that would integrate with existing telephony, CRM solutions, and achieve an SAQ-A for the contact center. After careful consideration, they chose PCI Pal’s Agent Assist solution. The technology uses DTMF (Dual Tone Multi Frequency) masking technology, as well as Speech Recognition for guests who can’t use their telephone keypad, and provides a secure way of handling payments without bringing an organizations’ environment in scope of Payment Card Industry Data Security Standard (PCI DSS). By integrating with the call flow, PCI Pal Agent Assist intercepts keypad tones or speech at the point of payment. This means agents don’t hear or see any personal payment card data, but just asterisks on the screen.
Download the success story to read more on how PCI Pal allowed this organization to achieve and maintain PCI compliant contact center payments. Discover how the organization now handles seamless payments for its services, within its existing CRM platform and via its telephony and payment gateway, but with the added assurances that customers’ payment data is being handled anonymously and within the parameters of PCI DSS guidelines.
