International airline strengthens payment security with patented voice system for card security data compliance in its global contact centres
The secure voice system will enable Payment Card Industry (PCI) compliant card transactions throughout VAA’s contact centres worldwide. The software allows customers to enter their own card details into their telephone keypad and passes these directly to the bank.
Removing communication risks
The agent cannot see or hear the card numbers, but remains on the call during the entry of payment data to offer assistance if needed. No card data is processed or stored on VAA’s telephony infrastructure or agent desktops, removing the need for the numerous checks and controls that would otherwise be needed to comply with PCI regulations.
VAA employed a rigorous evaluation process, weighing up the benefits of a number of alternatives, including ‘clean room’ facilities, before making its final decision in favour of Semafone. The provider reported that international airline was impressed by the overall flexibility of its patented technology, and by its cost and ease of implementation.
“During our evaluation process, we considered a number of different options, but the decision to implement Semafone was simple,” commented David Bulman, IT director at Virgin Atlantic Airways. “The safety of our customers’ data is of paramount importance and we needed to find a solution that we could put in place with limited disturbance. Semafone met all of our requirements.”