The growth in popularity of internet and telephone shopping have led to an exponential rise in Card Not Present (CNP) transactions being processed online or over the telephone, either through an automated service or with agent assistance. However, it can be difficult to prove that the actual cardholder is authorising the purchase. Inconsistent and often varying levels of security operating within Contact Centres mean that criminals can potentially exploit these vulnerabilities to commit fraud, so to address this PCI DSS standardises the security practices for organisations that transmit, process or store sensitive payment card data. However, with over 413 mandatory controls which must be implemented by every merchant and potential audits from an independent Qualified Security Assessor (QSA), adhering to PCI DSS can be an onerous and costly undertaking.
GCI’s PCI Compliance services remove card data from the Contact Centre environment while payments are being processed, enabling you to become compliant with reduced procedural overheads. As well as providing an automated IVR solution, GCI also offer solutions for Contact Centre agents, including our Live Agent solution; a secure payment application which can be deployed by merchants processing agent-driven voice payments. Live Agent enables capture of sensitive card data, and processing of payments, without the Contact Centre agent being exposed to the sensitive data.
John Meaden, Marketing Director - Toolstation
"At Toolstation we pride ourselves on our agility to adapt rapidly to customer needs, and this current situation has certainly put that to the test. It's been great to work with a supplier that has the ability to respond just as quickly and GCI have definitely stepped up to the mark, great product and super-fast service, a big thanks to the GCI team."
PCI Live Agent Product Sheet
PCI Live Agent from GCI is an agent-assisted telephone payments solution which allows card payments to be taken from customers over the phone without the agent seeing or hearing sensitive cardholder data.