3DSecure (3DS) Authentication
3DSecure, also known as 3D Secure or 3DS, is a security protocol used...
Sycurio Glossary
A knowledge base for definitions of PCI DSS, secure payments, cybersecurity, and customer experience terminology.
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Automated Clearing House (ACH)
ACH is a network used for electronically transferring funds between...
Account-to-account (A2A) payments
Account-to-account (A2A) payments refer to the direct transfer of...
Account Information Services (AIS)
Account Information Services (AIS) are financial services provided by...
APIs
APIs, or Application Programming Interfaces, are sets of rules and...
Average Handling Time (AHT)
Average Handling Time (AHT) in the context of call center operations...
Americans with Disabilities Act (ADA)
The Americans with Disabilities Act (ADA) is a comprehensive civil...
Authentication / User Authentication (UA)
Authentication refers to the process of verifying the identity of a...
Automatic Speech Recognition (ASR)
Automatic Speech Recognition (ASR) is a technology that converts...
What Are Agent-Assisted Payments?
Agent-assisted payments in the context of call center operations...
Agent Experience (AX)
What Is AX? Agent Experience (AX) refers to the overall experience...
Abandon
Phone calls – when a customer calls a contact centre, they may be put...
Acquirer / Banking & Finance
In the context of credit card merchant accounts, an acquirer refers...
Abandon / Contact Center
In the context of contact center call workflows, "abandon" refers to...
Advanced Intrusion Detection Environment (AIDE)
What is Advanced Intrusion Detection Environment (AIDE)? The Advanced...
Access Control Service (ACS)
What Is ACS in Online Payments? An Access Control Service (ACS) is a...
Abandon / ecommerce
In the context of e-commerce transactions, "abandon" refers to the...
American Express (Amex) Credit Card – Definition & Overview
American Express (Amex) credit cards are among the most recognized...
Approved Scanning Vendor (ASV) / PCI DSS
An Approved Scanning Vendor (ASV) is a designation given to a company...
Artificial Intelligence / Contact Center (AI)
Artificial Intelligence (AI) in contact center operations refers to...
What is an Application Programming Interface (API)?
In today’s digital-first landscape, connectivity is everything — and...
Automatic Call Distributor (ACD)
In the context of contact center systems, an Automatic Call...
Agent / Contact Center
In the context of call center operations, an agent refers to an...
Alternative Payment Methods
Alternative payment, in the context of credit and debit card payments...
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Cryptocurrency
Cryptocurrency is a type of digital or virtual currency that uses...
Customer Satisfaction Score (CSAT)
CSAT is a key performance indicator used to measure how satisfied...
Cardholder Data Environment (CDE)
Understanding the CDE The Cardholder Data Environment (CDE) is a...
Contact Center as a Service (CCaaS)
Contact Center as a Service (CCaaS) refers to a cloud-based solution...
Cardholder Data (CHD)
Definition of Cardholder Data Cardholder Data (CHD) refers to any...
Call Reference Number (CRN)
The Call Reference Number (CRN) is a unique identifier assigned to a...
California Consumer Protection Act (CCPA)
The California Consumer Protection Act (CCPA) is a comprehensive data...
What is a Call Reference (CR)?
Definition of Call Reference In the context of contact center...
Customer Experience (CX)
In a business-to-consumer (B2C) environment, "Customer Experience"...
Customer Service / Contact Center
Customer service, in the context of contact center operations, refers...
Card Security Code (CSC / CVV / CVC / CVN)
The Card Security Code, also known as the Card Verification Value...
Call Recording (CR) in Contact Centers: Definition & Types
Understanding Call Recording in Contact Centers Call recording (CR)...
Customer Journey, CX / Contact Center
In the context of contact center operations and customer experience...
Customer Relationship Management (CRM)
Customer Relationship Management (CRM) systems are software...
What is a Card Not Present (CNP) Transaction? Definition & Security
What is a Card Not Present (CNP) Transaction? A Card Not Present...
Channel Shift Explained: Definition, Benefits & Best Practices
As customer expectations evolve and digital communication becomes the...
Credit Scoring Service (CSS)
Definition and Role of CSS A Credit Scoring Service (CSS) is a...
Computer-Telephony Integration (CTI)
Computer-Telephony Integration (CTI) refers to the technology and...
Common Services Layer (CSL)
Definition and Purpose of CSL The Common Services Layer (CSL) is a...
Contact Center
A contact center is a centralized department within an enterprise or...
Chat & Messaging / Contact Center
Chat and messaging applications play a significant role in contact...
Communications Platform as a Service (CPaaS)
Communications Platform as a Service (CPaaS) is a cloud-based...
Channels / Contact Center
In the context of contact center operations, "channels" refer to the...
What is Chase Paymentech? Payment Processing Service Explained
In the ever-evolving world of digital payments, choosing the right...
Customer-Premises Equipment (CPE)
Customer-Premises Equipment (CPE) refers to the hardware and devices...
Chatbot, Bot
A chatbot is a computer program designed to simulate human...
Conversational Artificial Intelligence (AI) / Contact Center
Conversational AI refers to the technologies and systems that enable...
Compliance / Contact Center
Compliance, in the context of PCI DSS (Payment Card Industry Data...
What Is a Credit Card Number (CC# / CCN)?
A Credit Card Number, also known as a payment card number or primary...
Compensating Controls / PCI DSS
In the context of PCI DSS (Payment Card Industry Data Security...
Customers B2C , Customer B2B
In the context of business operations, the term "customer" refers to...
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What is a Digital Wallet? Definition & Types Explained
What is a Digital Wallet? Definition & Types Explained Digital...
Digital Channels in Contact Centers: Types, Benefits & Implementation
In today’s fast-paced, omnichannel world, digital channels for...
De-scoping PCI DSS
Descoping PCI DSS involves implementing measures to minimize the...
Dynamic Linked Library (DLL)
A Dynamic Link Library (DLL) is a file containing reusable code and...
Domain Name System (DNS)
The Domain Name System (DNS) is a distributed naming system used to...
De-Risking / Contact Centers
"De-risking" in the context of contact center operations refers to...
Understanding Dual-Tone Multi-Frequency (DTMF): The Backbone of Modern Telephony
Introduction If you've ever pressed numbers on a phone keypad and...
DTMF Masking / Sensitive Data Masking
DTMF masking, also known as Dual Tone Multi-Frequency masking, is a...
Digital Transformation / Contact Center
Digital Transformation, in the context of contact center operations,...
Understanding Call Abandonment & Dropouts in Contact Centers
In the fast-paced world of customer service, call abandonment rate...
Data Breach
A data breach refers to an incident where unauthorized individuals...
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Financial Conduct Authority (FCA) Code of Conduct - United Kingdom
The Financial Conduct Authority (FCA) in the United Kingdom has...
Frictionless Payments / Contact Center
Frictionless payments in the context of contact center operations...
Face to Face Communication
Face to Face Meaning Face to face communication refers to direct,...
First Call Resolution (FCR)
Definition and Importance of First Call Resolution First Call...
Firewall / PCI DSS
In the context of PCI DSS (Payment Card Industry Data Security...
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Health Insurance Portability and Accountability Act (HIPAA)
HIPAA, or the Health Insurance Portability and Accountability Act, is...
Home Based Agents, Work from Home Agents, Remote Agents
Home-based agents, work-from-home agents, and remote agents all refer...
Hacker / Cybercriminal
The term "hacker" generally refers to an individual who possesses...
Hidden Agent, Silent Monitoring and Supervisor Monitoring
In the context of contact center operations, a hidden agent refers to...
Hosted Services, Software-as-a-Service (SaaS)
In the context of Software-as-a-Service (SaaS), hosted services refer...
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Instant Bank Transfer Explained: Features, Benefits & How It Works
Instant Bank Transfer Defined An Instant Bank Transfer is a payment...
Information Commissioners Office (ICO)
The Information Commissioner's Office (ICO) is an independent...
Internal Security Assessor (ISA) for PCI DSS Compliance
Maintaining PCI DSS compliance is essential for organizations...
Issuer / Banking
In the context of the payment card industry, an "issuer" refers to...
IP Security (IPSec)
IP Security (IPSec) is a set of protocols and standards used to...
Integrated Services Digital Network (ISDN)
Overview and Technical Definition Integrated Services Digital Network...
Interactive Voice Response (IVR)
Interactive Voice Response (IVR) systems are automated telephony...
Interaction & Engagement / Contact Center
In the context of contact center operations, the terms "interaction"...
Insider Fraud & Criminal Activity, Rogue Agents / Contact Center
The problem of insider fraud and criminal activity, specifically...
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MiIDII Legislation
The Markets in Financial Instruments Directive (MiFID) legislation...
Merchant Services and Payment Processing: Definition and Overview
In the fast-paced world of digital commerce, merchant services and...
Messaging, Messaging Applications, Social Messaging & Chat
Messaging technologies and applications, including social messaging...
Merchant Payment Configuration
Definition and Overview Merchant Payment Configuration refers to the...
Mail Order / Telephone Order (MOTO)
What Is MOTO? Mail Order / Telephone Order (MOTO), also known as...
Merchant Reference Number
Definition of Merchant Reference A Merchant Reference Number—also...
Merchant Credentials / Payment Card Processing
In the context of payment card processing, merchant credentials refer...
Merchant Category Code (MCC)
In the context of payment card processing, the Merchant Category Code...
Mastercard Credit Card
Mastercard is a leading global payment technology company that offers...
MasterCard SecureCode: Complete Guide to Secure Authentication
In today’s digital-first world, protecting sensitive financial...
Menus / IVR
In contact center Interactive Voice Response (IVR) systems, menus...
Multi-Factor Authentication (MFA) & Two Factor Authentication (2FA)
Multi-Factor Authentication (MFA) and Two-Factor Authentication (2FA)...
Multi-channel, Omni-channel / Contact Centre
In the context of contact center operations, the terms multi-channel...
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Omnichannel
Omnichannel refers to a multi-channel sales approach that provides...
Open Banking
Open Banking refers to a banking practice where banks and financial...
Outsourcing, Business Process Outsourcing (BPO)
Outsourcing refers to the practice of contracting and delegating...
On-Premises Equipment, Customer Premises Equipment
The concept of On-Premises or Customer Premises Equipment (CPE)...
One Time Credit Card Transaction (OTCC)
The term One Time Credit Card Transaction (OTCC) refers to a payment...
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Payment processor
A payment processor is a company or service that handles the...
Payment Initiation Services (PIS)
Payment Initiation Services (PIS) are financial services provided by...
Peer-to-peer (P2P) payment services
Peer-to-peer (P2P) payment services are digital platforms that allow...
Pay By Bank, Instant Account Transfer, ACH & Direct Debit
In the context of B2B and B2C payment transactions, the terms "Pay By...
Payment Pages / PCI DSS
"Payment pages" refer to the webpages or screens that are...
Digital Payment Links Explained: Benefits, Use Cases, and Security
As the digital economy expands, businesses and consumers are...
Payment Card Industry Software Security Framework (PCI SSF)
The Payment Card Industry Software Security Framework (PCI SSF) is a...
Pause and Resume (Contact Center)
What Is Pause and Resume? In contact center operations, "Pause and...
PCI DSS Audit
A PCI DSS Audit conducted by a Qualified Security Assessor (QSA)...
Point to Point Encryption (P2PE) / Payment Processing
Point-to-Point Encryption (P2PE) is a security technology and...
Payment Cards / PCI DSS
In the context of the PCI SSC (Payment Card Industry Security...
PCI DSS Scope
PCI DSS Scope refers to the extent or boundaries of the systems,...
PCI Compliance / PCI DSS Compliance
PCI Compliance (or more correctly, PCI DSS compliance) refers to the...
PCI Forensic Investigator (PFI)
In the context of contact center operational data security, a PCI...
PCI DSS Non-compliance
PCI DSS non-compliance refers to the failure of a merchant or...
Payment Integration / Contact Center
In the context of payment card processing, Payment Integration refers...
Payment Channels / Contact Center
In the context of contact center operations, "payment channels" refer...
Primary Account Number (PAN)
In the context of payment card processing, the Primary Account Number...
PCI DSS Merchant Levels
The Payment Card Industry Data Security Standard (PCI DSS) defines...
Payment Reference Number (PR)
Definition and Function of a Payment Reference Number A Payment...
Payment Services Directive 2 (PSD2) Legislation
The Payment Services Directive 2 (PSD2) is a European Union...
What is Penetration Testing (PenTest)? Definition and Types Explained
What is Penetration Testing (PenTest)? Definition and Types Explained...
PCI DSS Self-Assessment Questionnaire (SAQ)
In the context of the Payment Card Industry Data Security Standard...
Payment Card Industry Security Standards Council (PCI SSC)
The Payment Card Industry Security Standards Council (PCI SSC) is an...
Payment Gateways / Payment Service Providers / Payment Processors
In the context of payment card processing, a Payment Gateway refers...
Payment Service Provider (PSP)
A Payment Service Provider (PSP) is a third-party company that...
PCI Level 1 Service Provider
A PCI Level 1 Service Provider refers to a business or organization...
Pretty Good Privacy Encryption (PGP)
Pretty Good Privacy (PGP) is an encryption protocol and software...
PCI Qualified Security Assessor (QSA)
A PCI Qualified Security Assessor (QSA) is an individual or...
Patents, Intellectual Property (IP)
The terms Patent & Intellectual Property (IP) can be defined as...
PCI DSS Responsibilities & Responsibility Matrix
What Is the PCI Responsibility Matrix? The PCI DSS Responsibility...
What Is a Public API (PAPI)?
Definition of Public API A Public API (Public Application Programming...
Payment Card Industry Data Security Standard (PCI DSS)
PCI DSS stands for Payment Card Industry Data Security Standard. It...
PCI DSS Attestation of Compliance (AOC)
Definition of AOC The PCI DSS Attestation of Compliance (AOC) is an...
Payment Application Data Security Standard (PA DSS)
The Payment Application Data Security Standard (PA-DSS) is a set of...
PCI DSS Report on Compliance (ROC)
The PCI DSS Report on Compliance (ROC) is a document that provides an...
Personally Identifiable Information (PII)
Personally Identifiable Information (PII) refers to any information...
Payment Card Industry (PCI)
The Payment Card Industry (PCI) refers to a consortium of major...
PSTN Definition: Understanding Public Switched Telephone Networks
In the age of cloud communications and VoIP, the Public Switched...
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Self-Assessment Questionnaire (SAQ)
A SAQ is a tool that individuals or organizations use to evaluate...
Service Provider / PCI DSS
In the context of PCI DSS (Payment Card Industry Data Security...
What is SIP (Session Initiation Protocol)? Definition & How It Works
What is SIP (Session Initiation Protocol)? Definition & How It Works...
What Is Sensitive Authentication Data?
Definition of Sensitive Authentication Data (SAD) Sensitive...
Strong Customer Authentication (SCA)
Strong Customer Authentication (SCA) is an essential element of the...
Secure Payments & Securing Card Not Present Payments
Securing card-not-present (CNP) payments in contact center operations...
What is a Session Border Controller (SBC)? Definition & How It Works
In today’s VoIP-driven communications landscape, security, control,...
Speech-based Payments / Contact Center
Speech-based payments in contact center operations refer to the use...
Security Vulnerabilities / Contact Center
Contact centers can be susceptible to various security...
Software as a Service Explained: Benefits & Future
In today’s digital-first world, Software as a Service (SaaS) has...
Self-service / Contact Center
The role of self-service in contact center operations involves...
Sensitive Data
The main categories of sensitive and personal data that should be...
Social Listening & Sentiment Analysis / Contact Center
Social listening and sentiment analysis play important roles in...
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Third-party providers (TPPs)
Third-party providers (TPPs) are external entities or organizations...
Tokenize and Detokenize (Payment & PII)
What Is Tokenization? Tokenization is a data protection technique...
Telephony Application Programming Interface
What Is TAPI? The Telephony Application Programming Interface (TAPI)...
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What Is a URL? Definition, Parts, and Usage Explained
In the digital world, every web page, image, or downloadable file you...
Unified Communications as a Service (UCaaS)
Unified Communications as a Service (UCaaS) is a cloud-based...
Up-sell & Cross-sell / Contact Center
Up-selling and cross-selling are sales techniques used in contact...
User Experience (UX)
The overall experience and satisfaction that users have when...
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What Is Verified by Visa (VBV)?
What Is Verified by Visa? Verified by Visa is an added layer of...
Virtual Private Network (VPN) / Contact Center
Virtual Private Network (VPN) is a technology that allows remote...
Virtual Agent, AI Chatbot & Voicebot / Contact Center
Virtual agents, AI chatbots, and voicebots offer several...
Visa Credit Card
Visa is a global payment technology company that offers a wide range...
Visa Service Provider & Global Registry
Definition and Role A Visa Service Provider is a third-party entity...
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