Glossary.

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3DSecure (3DS) Authentication
:
3DSecure is a security protocol for card transactions, adding authentication layer & preventing unauthorized use in online payments.

a

Abandon
:
Any call or shopping basket transaction that was ended before completion.

a

Abandon / Contact Center
:
In call workflows "abandon" refers to a caller ending the call before reaching agent.

a

Abandon / ecommerce
:
In ecommerce "abandon" refers a customer leaving a cart or exiting the checkout without completing.

a

Access Control Service (ACS)
:
In PCI DSS refers to an system that controls access to cardholder data environments.

a

Acquirer / Banking & Finance
:
A financial institution or a payment processor that has an agreement with a merchant to process card transactions.

a

Advanced Intrusion Detection Environment (AIDE)
:
A system that monitors and detects unauthorized activities or intrusions within an organization's network.

a

Agent / Contact Center
:
An individual who works on behalf of a company or organization to handle incoming and outgoing calls with customers or clients.

a

Agent Assisted Payments
:
A payment method where a call center agent assists a customer in completing a financial transaction over the phone.

a

Agent Experience (AX)
:
The experience and satisfaction of call center agents as they perform their duties and interact with their systems.

a

Alternative Payment Methods
:
Payment methods that use digital wallets or mobile payment apps.

a

American Express - Amex Credit Card
:
A major financial services company.

a

Americans with Disabilities Act (ADA)
:
A comprehensive civil rights law in the United States that prohibits discrimination against individuals with disabilities.

a

Application Programming Interface (API)
:
A set of rules, protocols, and tools that allows different software applications to communicate and interact with each other.

a

Approved Scanning Vendor (ASV) / PCI DSS
:
A company that has been certified by the Payment Card Industry Security Standards Council (PCI SSC) to conduct external vulnerability scans.

a

Artificial Intelligence / Contact Center (AI)
:
AI brings automation, intelligence, and data-driven decision-making capabilities to improve customer service.

a

Authentication / User Authentication (UA)
:
The process of verifying the identity of a user or entity attempting to access a system or resource.

a

Automatic Call Distributor (ACD)
:
An Automatic Call Distributor (ACD) is a telephony system component that routes incoming calls to the appropriate agents or departments within a contact center.

a

Automatic Speech Recognition (ASR)
:
A technology that recognizes and transcribes spoken words in to digital data that can be processed in systems.

a

Average Handling Time (AHT)
:
The average time it takes for a call center agent to handle a customer interaction from the beginning to the end.

b

Bank Identification Number (BIN)
:
A unique numerical identifier used in payment card transactions to identify the issuing bank or financial institution.

b

Biometric Security
:
Physical and anatomical characteristics of individuals used in identity verification.

c

California Consumer Protection Act (CCPA)
:
A comprehensive data privacy law that was enacted in the state of California, United States.

c

Call Recording (CR) / Contact Center
:
Capturing and storing audio or video recordings of telephone conversations that take place in a contact center.

c

Call Reference (CR)
:
A unique identifier assigned to each customer interaction or call that takes place within the contact center.

c

Call Reference Number (CRN)
:
A tracking number for a particular call used to identify and locate relevant information.

c

Card Holder Data (CHD) / PCI DSS
:
Any personally identifiable information (PII) that is associated with payment card transactions.

c

Card Not Present (CNP)
:
A payment card transaction where the physical payment card is not presented during the purchase.

c

Card Security Code (CSC / CVV / CVC / CVN)
:
An additional security feature used to verify the legitimacy of a card during card-not-present (CNP) transactions.

c

Cardholder Data Environment (CDE) / PCI DSS
:
The network or systems within an organization that store, process, or transmit cardholder data (CHD) or sensitive authentication data (SAD).

c

Channel Shift / Contact Center
:
The switching of a customer engagement or interaction from one channel to another.

c

Channels / Contact Center
:
The modes or methods of communication available for customers to interact with the contact center.

c

Chase Paymentech / PSP
:
A prominent player providing comprehensive payment processing solutions to businesses of all sizes

c

Chat & Messaging / Contact Center
:
Messaging applications that enable real-time, text-based communication between customers and contact center agents.

c

Chatbot, Bot
:
A computer program designed to simulate human conversation and interact with users.

c

Common Services Layer (CSL)
:
A centralized component or framework that provides a set of shared services and functionalities.

c

Communications Platform as a Service (CPaaS)
:
A cloud-based platform that enables organizations to integrate real-time communication features into their applications and services.

c

Compensating Controls / PCI DSS
:
Alternative security measures implemented by organizations to address deficiencies in meeting specific PCI DSS requirements.

c

Compliance / Contact Center
:
Adherence and fulfillment of the requirements, standards, and guidelines set forth by standards, regulations and legislation.

c

Computer-Telephony Integration (CTI)
:
Technology and processes that integrate computer systems and telephony systems within a contact center environment.

c

Contact Center
:
A centralized organizational function that handles various forms of customer interactions, inquiries, and support services.

c

Contact Center as a Service (CCaaS)
:
A cloud-based solution that enables businesses to outsource their customer service and support systems to a third-party software service provider.

c

Conversational AI & Conversational Artificial Intelligence / Contact Center
:
Technologies and systems that enable machines to have human-like conversations with users.

c

Credit Card Number (CC# / CCN)
:
Also known as a payment card number or primary account number (PAN), is a unique numeric identifier assigned to a credit card or payment card.

c

Credit Scoring Service (CSS)
:
A service or platform that provides credit scoring and risk assessment for businesses involved in processing payment transactions.

c

Customer Experience (CX)
:
Overall perception, satisfaction, and emotional response that customers have throughout their interactions with a company and its products or services.

c

Customer Journey, CX / Contact Center
:
The experience a customer has with a company or brand across various touchpoints and channels throughout their entire relationship.

c

Customer Relationship Management (CRM)
:
Software applications designed to manage and analyze interactions and relationships with customers.

c

Customer Service / Contact Center
:
Support and assistance provided to customers before, during, and after their interactions with a company or organization.

c

Customer-Premises Equipment (CPE)
:
Hardware and devices located on the customer's sites (premises) that enable data, computing, telephony, and networking services.

c

Customers B2C , Customer B2B
:
Individuals or entities that engage in a transaction or have a relationship with a company or organization.

d

DTMF Masking / Sensitive Data Masking
:
A technique used to enhance the security of sensitive customer information during telephone transactions.

d

Data Breach
:
An incident where unauthorized individuals gain access to sensitive or confidential data.

d

De-Risking / Contact Centers
:
The strategic approach of mitigating or eliminating potential threats or risks that can negatively impact the contact center.

d

De-scoping PCI DSS
:
Minimizing exposure to sensitive cardholder data and reducing the systems, networks, and processes that fall within the scope of PCI DSS compliance.

d

Digital Channels / Contact Center
:
Electronic communication channels used for customer interactions and support, beyond traditional voice calls.

d

Digital Payment Wallet / e-Wallet
:
A virtual platform that allows individuals to store, manage, and make electronic transactions using various payment methods.

d

Digital Transformation / Contact Center
:
The adoption of digital technologies, processes, and strategies to improve the way a contact center operates and interacts with customers.

d

Domain Name System (DNS)
:
A distributed naming system used to translate human-readable domain names into their corresponding IP addresses.

d

Drop-outs & Call-abandonments / Contact Center
:
The terms used to describe different aspects of customer calls that are not successfully handled or completed.

d

Dual-Tone Multiple Frequency (DTMF)
:
A signaling technique used in telephony to transmit and interpret input from a telephone keypad or other devices.

d

Dynamic Linked Library (DLL)
:
A file containing reusable code and data that can be dynamically loaded and used by multiple programs simultaneously.

e

Equality Act (2010) United Kingdom
:
Comprehensive legislation in the United Kingdom that protects individuals from discrimination and promotes equality in various areas of life.

e

Equifax Credit Scoring
:
A consumer credit reporting agency that provides credit information and scores to individuals and businesses.

f

Face to Face (F2F)
:
Direct and in-person interactions between individuals or entities involved in buying and selling products or services.

f

Financial Conduct Authority (FCA) Code of Conduct - United Kingdom
:
Defines the standards of behavior and responsibilities required from organizations and individuals operating within the UK financial services industry.

f

Firewall / PCI DSS
:
A security mechanism or device used to protect cardholder data and secure the network infrastructure of an organization that handles payment card transactions.

f

First Call Resolution (FCR) or First Time Resolution (FTR) / Contact Center
:
A key performance metric used in contact center operations to measure the effectiveness of resolving customer inquiries or issues during the initial interaction.

f

Frictionless Payments / Contact Center
:
A streamlined and seamless payment processes that minimize customer effort and enhance the overall payment experience.

g

General Data Protection Regulation (GDPR) / Contact Center
:
A comprehensive data protection regulation that sets rules and guidelines for the collection, storage, processing, and transfer of personal data of individuals within the EU and EEA.

h

Hacker / Cybercriminal
:
An individual who possesses advanced technical skills and knowledge of computer systems, networks, and software.

h

Health Insurance Portability and Accountability Act (HIPAA)
:
A comprehensive federal regulation enacted in the United States, aiming to protect the privacy and security of personal health information.

h

Hidden Agent, Silent Monitoring and Supervisor Monitoring / Contact Center
:
A feature or capability that allows agents to listen in or join ongoing customer interactions without the customer's knowledge.

h

Home Based Agents, Work From Home Agents, Remote Agents / Contact Center
:
Individuals who perform contact center operations from a location outside of the traditional office or contact center environment.

h

Hosted Services, Software-as-a-Service (SaaS)
:
Applications or software solutions that are delivered and managed by a service provider on their infrastructure or servers.

i

IP Security (IPSec)
:
A set of protocols and standards used to secure Internet Protocol (IP) communications by providing encryption, authentication, and integrity protection for network traffic.

i

Information Commissioners Office (ICO)
:
An independent authority in the UK that promotes and enforces practices of data privacy.

i

Insider Fraud & Criminal Activity, Rogue Agents / Contact Center
:
The risk posed by individuals within a contact center who engage in fraudulent or criminal activities for personal gain or malicious intent.

i

Integrated Services Digital Network (ISDN)
:
A telecommunications standard that enables the transmission of voice, data, video, and other digital services over traditional copper wire telephone networks.

i

Interaction & Engagement / Contact Center
:
Different aspects of customer communication and involvement in a contact center interaction.

i

Interactive Voice Response (IVR)
:
Automated telephony systems that allow callers to interact with pre-recorded voice prompts or touch-tone keypad inputs.

i

Internal Security Assessor (ISA) / PCI DSS
:
An individual who is qualified and certified by the PCI SSC to conduct internal compliance assessments.

i

Issuer / Banking
:
The financial institution or organization that provides payment cards to consumers or businesses.

j

JCB Credit Card
:
A major credit card issuer and payment network based in Japan.

k

Knowledgebase / Contact Center
:
A centralized repository of information, resources, and documentation that is used to support contact center agents in their interactions with customers.

l

Luhn / Luhn-check
:
A mathematical formula used to validate the integrity and authenticity of various identification numbers including payment cards.

m

Mail-Order, Telephone-Order (MOTO or MO/TO)
:
A method of accepting payments for goods or services over the phone or through mail-order channels.

m

MasterCard Secure Authentication
:
An authentication program offered by Mastercard, designed to enhance the security of online credit and debit card transactions.

m

Mastercard Credit Card
:
A leading global payment technology company that offers a wide range of credit cards to consumers and businesses.

m

Menus / IVR
:
Automated voice prompts that present a list of options to callers, allowing them to make selections using their telephone keypad or voice commands.

m

Merchant / Payment Card Processing
:
A business or entity that accepts payment cards, such as credit cards or debit cards, as a form of payment for goods or services.

m

Merchant Category Code (MCC)
:
A four-digit code assigned to merchants by payment card networks to categorize their primary line of business or the type of products and services they offer.

m

Merchant Credentials / Payment Card Processing
:
The unique identification and authentication information that allows merchants to access and interact with payment processing systems and services.

m

Merchant Payment Configuration / Payment Card Processing
:
The setup and customization of payment processing parameters and settings specific to a merchant's requirements.

m

Merchant Reference / Payment Card Processing
:
A unique identifier or code that is assigned to a transaction by the merchant or payment processor.

m

Messaging, Messaging Applications, Social Messaging & Chat / Contact Center
:
Offer alternative communication channels for customers to interact with contact center agents, providing convenience and flexibility.

m

MiIDII Legislation
:
Encompasses privacy and security elements aimed at safeguarding the personal data of individuals and protecting the integrity of financial markets.

m

Multi-Factor Authentication (MFA) & Two Factor Authentication (2FA)
:
Security measures designed to provide an additional layer of protection beyond traditional username and password authentication.

m

Multi-channel, Omni-channel / Contact Centre
:
Different approaches for managing customer interactions across various communication channels.

n

Natural Language Processing (NLP) & Natural Language Applications (NLA)
:
The use of natural language to enhance customer interactions and improve the overall customer experience.

o

On-Premises Equipment, Customer Premises Equipment (CPE) / Computing & Telephony
:
Computer hardware, networking devices, or telephony equipment that are located and operated within the physical premises of an organization or individual customer.

o

One Time Credit Card Transaction (OTCC)
:
A payment method that allows for a single-use credit card number to be generated for a specific transaction.

o

Outsourcing, Business Process Outsourcing (BPO)
:
The practice of contracting and delegating specific business functions or processes to external third-party organizations or service providers.

p

PCI Compliance / PCI DSS Compliance
:
The adherence to the Payment Card Industry Data Security Standard, designed to protect cardholder data and ensure the secure handling of payment card transactions.

p

PCI DSS Attestation of Compliance (AOC)
:
A document that demonstrates an organization's adherence to the Payment Card Industry Data Security Standard.

p

PCI DSS Audit
:
A regular inspection of an organisation’s systems and processes to ensure they are PCI DSS compliant.

p

PCI DSS Merchant Levels
:
Merchant levels help determine the specific requirements and validation procedures that merchants must follow to ensure the security of cardholder data.

p

PCI DSS Non-compliance
:
The failure of a merchant or organization to comply with the Payment Card Industry Data Security Standard requirements.

p

PCI DSS Report on Compliance (ROC)
:
A document that provides an assessment of an organization's compliance with the Payment Card Industry Data Security Standard.

p

PCI DSS Responsibilities & PCI DSS Responsibility Matrix / PCI DSS Compliance
:
The specific tasks and obligations that entities must fulfill to ensure compliance with the Payment Card Industry Data Security Standard.

p

PCI DSS Scope
:
The extent or boundaries of the systems, processes, and components that are subject to compliance with the Payment Card Industry Data Security Standard.

p

PCI DSS Self-Assessment Questionnaire (SAQ)
:
A validation tool used by organizations to assess their compliance with the PCI DSS requirements.

p

PCI Forensic Investigator (PFI)
:
A PCI SSC Forensic Investigator (PFI) conducts authorized investigations on data breaches and incidents.

p

PCI Level 1 Service Provider
:
Refers to a business or organization that must comply with the strictest level of the Payment Card Industry Data Security Standard

p

PCI Qualified Security Assessor (QSA)
:
An organization authorized by the Payment Card Industry Security Standards Council to assess the compliance of organizations with the Payment Card Industry Data Security Standard.

p

Patents, Intellectual Property (IP)
:
A patent is a legal right granted by a government to an inventor or company for a new and useful invention. Intellectual Property refers to creations of the mind, that have value and are eligible for legal protection.

p

Pause & Resume / Contact Center
:
A mechanism or process that allows contact center agents to temporarily pause or suspend recording of sensitive payment card data during customer interactions.

p

Pay By Bank, Instant Account Transfer, ACH & Direct Debit
:
Payment methods or systems used for initiating electronic fund transfers directly between bank accounts.

p

Payment Application Data Security Standard (PA DSS)
:
A set of security requirements developed by the Payment Card Industry Security Standards Council (PCI SSC) to help software vendors and developers maintain security standards and protect cardholder data.

p

Payment Card Industry (PCI)
:
Security standards and guidelines to ensure the protection of cardholder data and maintain the integrity of payment card transactions.

p

Payment Card Industry Data Security Standard (PCI DSS)
:
A set of security standards developed by the Payment Card Industry Security Standards Council (PCI SSC) to protect the security and privacy of cardholder data.

p

Payment Card Industry Security Standards Council (PCI SSC)
:
An organization that develops and maintains the Payment Card Industry Data Security Standard (PCI DSS) and other security standards for the payment card industry.

p

Payment Card Industry Software Security Framework (PCI SSF)
:
A global security standard for software development designed by the Payment Card Industry Security Standards Council (PCI SSC).

p

Payment Cards / PCI DSS
:
Physical or virtual cards that are issued by financial institutions, such as banks or credit card companies, to enable consumers to make electronic payments for goods and services.

p

Payment Channels / Contact Center
:
The various methods or channels through which customers can make payments for products or services.

p

Payment Gateways / Payment Service Providers / Payment Processors (PSP)
:
A technology infrastructure that facilitates the secure and smooth transfer of payment data between a merchant's website or point-of-sale system and the payment processor or acquiring bank.

p

Payment Integration / Contact Center
:
The process of connecting a CRM or other system system with a Payment Service Provider PSP to enable secure payment transactions.

p

Payment Links, Digital Payment Links, Pay By Link / Contact Center
:
Methods of facilitating payments by providing customers with a unique URL or hyperlink that directs them to a secure payment page.

p

Payment Pages / PCI DSS
:
The webpages or screens that are specifically designed to handle the payment process during an online transaction.

p

Payment Reference (PR)
:
A unique identifier or code associated with a specific payment transaction.

p

Payment Service Provider (PSP)
:
A company or financial institution that offers services and infrastructure to facilitate electronic payment transactions between buyers and sellers.

p

Payment Services Directive 2 (PSD2) Legislation
:
PSD2 regulates payment services in the EU, fostering innovation, security, and competition in the industry.

p

Penetration Testing (PenTest) / Information Security (IPSec)
:
A methodical and controlled assessment of an organization's security defenses.

p

Personally Identifiable Information (PII)
:
Information that can be used to identify an individual. It includes any data that can be linked to a specific person, enabling their identification.

p

Point to Point Encryption (P2PE) / Payment Processing
:
A security technology and methodology used in the context of payment card processing to protect sensitive cardholder data.

p

Pretty Good Privacy Encryption (PGP)
:
An encryption protocol and software application used for secure communication, data encryption, and digital signatures.

p

Primary Account Number (PAN)
:
The unique numeric identifier associated with a payment card, such as a credit card or debit card.

p

Public API, Public Application Programming Interface (PAPI)
:
An API that is exposed by a software system, service, or platform to allow external developers to interact with it and build applications on top of it.

p

Public Switched Telephone Network (PSTN)
:
The global telecommunications network that enables the transmission of voice and analog data over traditional copper telephone lines.

r

Remote Agents, Remote Workers, Home Workers / Contact Center
:
An individual who performs their duties and responsibilities for a contact center from a location outside of the traditional office environment.

s

Secure Payments & Securing Card Not Present Payments
:
Crucial to protect sensitive cardholder data and prevent fraud.

s

Security Vulnerabilities / Contact Center
:
Security vulnerabilities that can potentially compromise the confidentiality, integrity, and availability of sensitive data and systems.

s

Self-service / Contact Center
:
Empowering customers to find information, perform transactions, and resolve issues on their own without the need for assistance from contact center agents.

s

Sensitive Authentication Data (SAD) / PCI DSS
:
Sensitive Authentication Data (SAD) can be used to gain unauthorized access to a cardholder's account or make fraudulent transactions.

s

Sensitive Data
:
Sensitive, personal and financial data that should be protected.

s

Service Provider / PCI DSS
:
Any organization or entity that stores, processes, or transmits cardholder data on behalf of another entity or merchant.

s

Session Border Controller (SBC)
:
A network element that plays a crucial role in enterprise telephony and Voice over IP (VoIP) communications.

s

Session Initiation Protocol (SIP)
:
A communication protocol used for establishing, modifying, and terminating multimedia sessions over IP networks.

s

Social Listening & Sentiment Analysis / Contact Center
:
Provides valuable insights into customer opinions, preferences, and sentiments expressed through social media and other online platforms.

s

Software as a Service (SaaS)
:
A cloud computing model in which software applications are provided and delivered over the internet on a subscription basis.

s

Speech-based Payments / Contact Center
:
The use of voice recognition technology to securely process payment transactions during customer interactions.

s

Strong Customer Authentication (SCA)
:
Designed to enhance the security of electronic payment transactions and protect customers from fraud.

t

Telephony Application Programming Interface (TAPI)
:
A programming interface that allows software applications to interact with telephony services and devices, such as telephone systems, voice over IP systems, and fax machines.

t

Tokenize & Detokenize / Payment Card & Personally Identifible Data (PII)
:
The practice of substituting sensitive and payment card data with unique tokens to enhance security and protect cardholder information.

u

Unified Communications as a Service (UCaaS)
:
A cloud-based communication model that integrates various communication and collaboration tools into a single platform.

u

Uniform Resource Locator (URL)
:
A standardized naming convention used to identify and locate resources accessible via the World Wide Web.

u

Up-sell & Cross-sell / Contact Center
:
Sales techniques used to increase revenue by encouraging customers to purchase additional products or upgrade their existing purchases.

u

User Experience (UX)
:
The overall experience and satisfaction that users have when interacting with a product, system, or service.

v

Verified by Visa Authentication
:
An authentication program designed to enhance the security of online credit and debit card transactions.

v

Virtual Agent, AI Chatbot & Voicebot / Contact Center
:
Methods of enhancing the contact center experience, environment and efficiency of customer interactions and operations.

v

Virtual Private Network (VPN) / Contact Center
:
A technology that allows remote workers to establish a secure and encrypted connection to the contact center's network over the internet.

v

Visa Credit Card
:
Visa is a global payment technology company that offers a range of widely recognized credit cards to individuals and businesses worldwide.

v

Visa Service Provider, Visa Global Registry of Service Providers
:
A program established to ensure third-party service providers must meet to process Visa cardholder data and maintain compliance with the Payment Card Industry Data Security Standard (PCI DSS).

w

Web Chat, Messaging & Social Messaging Payments
:
Integrating payments into web chat, messaging, and social messaging environments.

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