patented has been recognised once again as the industry-leading solution for contact centre PCI DSS compliance and data protection at the PCI Awards for Excellence, run by AKJ Associates. The award was given to Semafone for its “exemplary real-life PCI DSS project” with the .
The implementation of Cardprotect™ enables the Caravan and Motorhome Club to be PCI DSS compliant whilst maintaining high standards of customer service. By implementing Semafone’s Cardprotect™ solution, members can input their payment details directly using their telephone keypad. Sensitive card data by-passes the contact centre completely, achieving PCI DSS compliance without interrupting the conversation between agents and members while they pay. No card details are captured on call recordings – enabling the organisation to record calls without inadvertently capturing data.
The project saw a rise in both customer and agent satisfaction, with members expressing appreciation for the extra security the Club had put in place. As the Semafone system is cloud-based, it’s also easy for the Club to add additional agents to accommodate peak times and seasonal demands.
Jon Laws, the Club’s Financial Controller, explained, “As a membership organisation, maintaining high levels of customer satisfaction is our number one priority and any system we chose had to work well for all our members. Our mission was to keep members’ data safe without getting in the way of their ability to communicate with us, and we are delighted to have achieved this!”
This is the third year running in which Semafone has achieved success at the PCI Awards for Excellence. In previous years the company won an award for projects with broadcast giant Sky, insurance company AXA and the online retailer AO.com.