Blog Posts

How to take customer data protection out of your hands

Peter Brittliff
December 13, 2022
3 minutes

Think about all of the times you’ve provided your payment details to a contact centre over the phone. Now imagine the person on the other end is writing down your bank card’s CSV number on a sticky note. Terrifying, right?

Recent data breaches have made us all too aware of the importance of strong, secure data practices. How contact centres receive and store payment data has never been under more scrutiny, and it’s also never been more complicated. 

The explosion of digital touchpoints means customers can connect to a brand via voice, chatbot, text, email - the list goes on. Somebody picking up a call from a contact centre will likely be using compliant voice technology, however, when that caller is transferred to another staff member who is working from home, that’s where things get tricky. 

Failure to maintain PCI-DSS compliance can not only take away your ability to provide payment channels but you may also be penalised with severe fines, and that’s not to mention the risk to brand reputation. 

De-scoping compliance to protect customer data 

SecureCo’s Intelligent Voice Platform eliminates the need for organisations to hold certain data, essentially ‘de-scoping’ PCI-DSS compliance. Not only does this take the weight of responsibility off the customer but it also saves money spent on compliance costs. 

SecureCo’s IVP orchestrates  voice calls across all customer touchpoints. By leveraging secure channels,  the platform can detect and redact information in real-time. This means customer service agents will never see or hear credit card numbers, and our intelligent voice platform handles all data.

This sounds like a no-brainer, and many organisations have adopted secure payment processing for their contact centres, but where they come unstuck is not extending the technology across Contact Centre-as-a-Service (CCaaS), Unified Communications as-a-Service (UCaaS) and complimentary speech intelligence solutions used to record and analyse voice calls. This is incredibly risky and is what leads to a customer service agent jotting down your medicare number on the back of their grocery list. And if this is happening, you can say goodbye to any compliance measures in place, no matter how extensive or expensive. 

The existence of these practices, which are, unfortunately, still rife, unleashes a whole can of worms about who has access to customer data and how it is stored. Which is a question that every organisation, particularly in light of recent events, should confidently know the answer to. 

What our partners should know 

No doubt partners and consulting firms have been inundated with requests in recent months for support from organisations looking to improve their compliance and data governance maturity. 

So, why choose to partner with SecureCo?

Firstly, we’re the only vendor offering an all-in-one low-code platform that enables organisations to de-scope PCI-DSS compliance across all their voice touchpoints. 

Secondly, we make it easy to deploy complex telephony solutions in minutes to meet end-customer demands.  Our model also allows partners to generate additional recurring revenue, which is often out of reach for many service integrators due to the billing complexities and implementation costs. 

SecureCo’s IVP also allows customers the choice of best-of-breed technologies. This means they don’t have to go all in with one vendor and ensures the end customer’s needs are met. 

Click here to learn more about how SecureCo’s IVP can open up opportunities to provide organisations with the data compliance they need to operate securely in today’s environment. 

Find more information about how to become a partner today here.