Sycurio and 4net Technologies joined forces with Avaya and BT to provide npower with an innovative PCI DSS compliant cloud-based contact center solution. Based on Avaya’s Aura contact center technology, and delivered as a BT hosted communications solution; the end-to-end service is fully managed by 4net.
Delivering multi-channel customer contact as part of a single integrated solution, the solution’s automated telephony features include Interactive Voice Response (IVR), which routes calls to the most appropriate agent. Customers also have the option to self-serve, without the need to speak to an operator, and can even book and manage their own SMART meter installation appointments.
To keep customer payment data safe and assure PCI DSS compliance for all its contact center locations, npower took the decision to utilize BT Secure Payments, an innovative cloud telephone payment solution underpinned by Sycurio technology.
The solution allows customers to input their payment card data directly into their telephone keypad. There’s no requirement for callers to share their card details with contact center agents, who can stay on the line to help with any issues that may occur.
Giving customers complete peace of mind that their card details remain safe, BT Secure Payments protects against fraud and data breaches by ensuring that payment card details do not enter the company’s IT infrastructure. Instead, customer details are transferred directly to the Payment Service Provider (PSP), bypassing the contact center environment entirely. It’s a robust, elegant solution that both de-scopes the contact center and cuts through the cost and complexity of PCI DSS compliance.
Ideal for both outbound and inbound calls, contact center agents simply initiate SecureMode at the point of payment; there’s no need to dial other telephone numbers or to put the caller on hold. If the caller makes a mistake, the agent is always on hand to help but is never able to hear the customer’s sensitive payment information.
The entire end-to-end cloud service is delivered over BT’s hosted communications platform, SIP trunking and an ultrafast ethernet network which boasts business grade levels of security, reliability and resiliency.
