From PCI DSS to GDPR, HIPPA to PIPEDA, and EFTA to ECPA, today’s call and contact centers face the daunting task of keeping up with an alphabet soup of compliance regulations and standards. But with the risks of incurring noncompliance fines and compromising data security and privacy, it is easy to lose sight of what matters most: your customers.

With Semafone, call and contact centers can prioritize both compliance and customer experience (CX) – you can have the best of both worlds.

A global leader in contact center data security and compliance, Semafone is a trusted Genesys partner and our industry-leading Cardprotect secure payment software protects many of the world’s leading brands. Deployed by almost 100 companies in five continents, Cardprotect seamlessly integrates with the Genesys Customer Experience Platform to descope contact centers from Payment Card Industry Data Security Standard (PCI DSS) compliance, reduce risk from fraud and costly data breaches, and enable a more positive customer journey.

How Cardprotect Works

Cardprotect enables customers to input numeric data—like credit and debit card numbers—directly into their phone keypad. Using Semafone’s patented dual-tone multi-frequency (DTMF) masking technology, Cardprotect shields the information from customer service representatives (CSRs), nearby eavesdroppers and call recordings that could be breached.

Unlike interactive voice response (IVR) systems, Cardprotect allows agents to remain in full voice communication with customers the entire time – answering questions, solving issues that arise and handling wrap-up tasks. This has helped some contact centers to lower their average handling time (AHT). We know of instances where AHT has been cut significantly – up to 26 seconds in fact.

Once the data is captured, it is securely routed directly to the appropriate third party, such as the payment processor, bypassing the contact center and its business IT infrastructure completely. This approach means that the entire contact center is descoped from the PCI DSS, allowing you to focus on your core business rather than worry about compliance.

The Semafone Advantage

If you think all PCI DSS solutions are created equal, think again. Semafone was born from a contact center and understands the unique compliance challenges for contact center managers and CX executives. Semafone is the only organization to achieve the four leading security and payment accreditations: ISO 27001:2013, PA-DSS certification, PCI DSS Level 1 Service Provider and is a registered Visa Level 1 Merchant Agent.

Offering a reliable, scalable solution with both hosted and on-premises deployment options, a suite of managed services, and 24/7 service and support, Semafone is well-positioned to secure any contact center environment – and descope it completely from PCI DSS.

Cardprotect in Action

When coupled with Genesys solutions, Cardprotect provides even more benefits. Sutter Physician Services (SPS), an affiliate of Sutter Health and a provider of clinical and administrative services, successfully deployed Cardprotect with Genesys’ Customer Experience Platform to improve customer care, descope its contact centers from the PCI DSS and strengthen payment data security.

Says Alicia Gee, Director, Unified Communications at SPS “Semafone enabled us to balance the best of both worlds – we are securing our data and simplifying compliance, while improving the patient experience. Our patients understand that their information is secure and enjoy the ease-of-use that Cardprotect provides.”

For More Information

To learn more about Semafone and how Cardprotect integrates with Genesys, check out the on-demand webinar, “Semafone & Genesys: PCI DSS Compliance for Your Contact Center”: https://youtu.be/kw76-zKSVK4

You can also learn more about Semafone on our Appfoundry listings for Genesys’ PureConnect and PureEngage.

This post was co-authored by Dan Hoaglund, VP Channel Sales, North America at Semafone. Dan is responsible for managing and developing channel and partner sales in North America.  Working with a number of strategic partners in the region, Dan’s focus is on enabling, educating and supporting partners with their PCI DSS opportunities and requirements. Dan has a wealth of experience in partner management and sales in the technology sector. Prior to joining Semafone, Dan spent over 8 years at Acme Packet and Broadsoft managing channel partners across multiple vertical segments. Dan is an Engineering graduate of Worcester Polytechnic Institute.  

Juergen Tolksdorf

As Senior Director of ISV Partnerships & Strategic Alliances, Juergen manages the Technology Partnership Program and AppFoundry Program. Prior to this role, he managed Genesys' Solution Strategy and Research and Development groups within Genesys. Juergen joined Genesys in 2009 through...