Semafone®, the provider of data security and multi-channel compliance solutions for call and contact centers, has announced it has added a range of new features to its award-winning and patented telephone payments solution — Cardprotect Voice+.
One of the most important new features is Live Voice Capture, which addresses critical needs of vulnerable, elderly or disabled customers unable to use a telephone keypad to enter their payment card details. Live Voice Capture enables contact center agents to place a call into secure voice capture mode, allowing customers to read out their payment card details over the phone. As with all Semafone products, the agent cannot hear the details being shared but can monitor customer progress and follow each step of the payment transaction/card capture process.
The agent remains available if the customer needs any help. Once the payment data is captured, the agent can take control of the call to complete the transaction and collect any additional non-sensitive information that is required. This process keeps the customer´s details secure and the organization compliant with industry regulations, such as the Payment Card Industry Data Security Standard (PCI DSS), while offering a frictionless agent and customer experience.
As part of the new security capabilities released in this version of Cardprotect Voice+, Semafone has also implemented key technical enhancements to the Voice+ Platform, enabling even faster and smoother implementation of the product. The solution integrates seamlessly with existing contact center technology and customizable analytics capabilities will ensure customers have access to meaningful, real-time data on payment transactions as they occur across a customer´s estate.
Semafone provides pure cloud, hybrid cloud and on-premises solutions to contact centers and all businesses accepting payments; enabling them to collect personal data securely across all channels — including the telephone, webchat, social media, email SMS, QR codes and more. Semafone´s patented data capture method collects sensitive information such as payment card or bank details and social security numbers directly from the customer for processing.