Contact Center Solutions Featured Article

NewVoiceMedia, Europe’s largest hosted contact center provider, announced the successful launch of a safe payment service within its telephony structure. This new service is designed to allow contact centers to comply with the new industry regulations that are slated to come into effect in December.

New Data Security Standard (DSS) regulations have been created by the Payment Card Industry (PCI) to further protect payments made over the phone. The challenge is that these new regulations will require an update to existing systems for many contact centers.  

Developed by NewVoiceMedia, this technology offers a complete, hosted, automated credit and debit car payment service that will enable callers to make completely secure payments.

To allow for secure payments, while also complying with all the new regulations, the service can integrate with an existing telephony infrastructure or with hosted contact center environments.

Richard Pickering, Director of Network Applications at NewVoiceMedia, commented in a company statement: "This is a global issue. With the tightening of the regulations from the Payment Card Industry in terms of the DSS, we realized that we could offer a solution that enables companies to comply by the deadline of the 31st December 2007."

 

Offering integration with multiple card issuers, NewVoiceMedia’s technology provides a mid-call capability that is designed to dramatically reduce the risk of customer and agent fraud. This capability ensures that a caller’s personal details can never be lost on a piece of paper within the call center.

The PCI is made up of global companies, including VISA, Mastercard, American Express and Diners Club. These organizations are now threatening to levy punitive measures against the non-compliant organizations. These measures can include both fines and suspensions.

Merchants who willingly comply are offered incentive programs including lower transaction fees. VISA has set aside $20 million to reward merchants for compliance.

NewVoiceMedia provides Hosted Contact Center solutions that are designed for rapid deployment. The company’s real-time configurable solutions are positioned as cutting 60-70 percent of the cost of a traditional contact center.

The new data regulations that are planned for the end of this year are certainly designed with the consumer in mind. And, while many organizations will have to make changes and adjustments in order to ensure compliance, the end result will offer great benefit to them as well.

Consumers are increasingly concerned with protecting the privacy of their data when dealing with the contact center. Both merchants and payment card companies have a financial interest in adhering to these new regulations as they will improve the consumer’s confidence, which will lead to increased payment card use, thus driving revenues and profitability.