DTMF capture is quickly emerging as the go-to way moving forward for protecting your customers’ personally identifiable information (PII) during payment processing. Instead of the call center agent verbally requesting the customer to read out his/her credit card number over the phone, for example, c...

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The world is much different than it was 20 years ago.  Google didn’t exist, Apple was just hanging on as a company and phones were found mostly in homes.  Today Google, Apple and wireless providers are some of the most successful companies in the world.  These days I find my news on the web as oppos...

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The other day I was walking along the sidewalk of a strip mall and I came upon a lady having a somewhat heated conversation with her phone company, I surmised. Needless to say she was quite loud, an obvious symptom of her frustration. While that caught my eye, something else did as well.  She needed...

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Companies forever have relied on live, manual capture of sensitive customer data via the telephone by the customer verbalizing their information. While this approach still works and most companies are still using it in their everyday workflow, times are changing, and so are the ways in which we now...

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The call center agent’s desktop is a collecting ground for personally identifiable information (PII), and sometimes efforts to control the secrecy of this data falls short and also inhibits customer service delivery. 

Consider the agent’s desktop/workstation and all the elements at play, including...

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Lawsuits, bad press, compliance infractions and displeased customers are just some of the many reasons the world is so focused on the protection of personally identifiable information (credit card data, pin numbers, social security numbers, etc.). As a result, we are constantly seeing innovative new...

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Call centers are starting to offer new payment options to customers in an effort to shore up security, boost efficiency and increase compliance. These methods, however, are leaving in their wake potential customer dissatisfaction.

Recently I learned of a new way to make a payment when you call int...

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PCI Compliance continues to prove challenging to organizations across the U.S. and beyond, particularly with regard to protecting credit card and social security data.  The main problem is that this sensitive information can be exposed when verbally transmitted by a customer to an agent.

There are...

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A primary means today of complying with PCI data privacy regulations for contact centers is to pause and resume the call recording system so as not to capture parts of the customer call in which sensitive information (i.e. credit card data, social security number, etc.) is being given.  In many case...

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Most call center operations today rely on IVR technology to support customer self-care and reduce live agent staffing requirements. But, there are many instances in which live agent assistance is a necessity. When these situations require the caller to provide personally identifiable information (PI...

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