Glossary.

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

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

In call workflows "abandon" refers to a caller ending the call before reaching agent.

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

In PCI DSS refers to an system that controls access to cardholder data environments.

A financial institution or a payment processor that has an agreement with a merchant to process card transactions.

A system that monitors and detects unauthorized activities or intrusions within an organization's network.

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

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

The experience and satisfaction of call center agents as they perform their duties and interact with their systems.

Payment methods that use digital wallets or mobile payment apps.

A major financial services company.

A comprehensive civil rights law in the United States that prohibits discrimination against individuals with disabilities.

A set of rules, protocols, and tools that allows different software applications to communicate and interact with each other.

A company that has been certified by the Payment Card Industry Security Standards Council (PCI SSC) to conduct external vulnerability scans.

AI brings automation, intelligence, and data-driven decision-making capabilities to improve customer service.

The process of verifying the identity of a user or entity attempting to access a system or resource.

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 technology that recognizes and transcribes spoken words in to digital data that can be processed in systems.

The average time it takes for a call center agent to handle a customer interaction from the beginning to the end.

A unique numerical identifier used in payment card transactions to identify the issuing bank or financial institution.

Physical and anatomical characteristics of individuals used in identity verification.

A comprehensive data privacy law that was enacted in the state of California, United States.

Capturing and storing audio or video recordings of telephone conversations that take place in a contact center.

A unique identifier assigned to each customer interaction or call that takes place within the contact center.

A tracking number for a particular call used to identify and locate relevant information.

Any personally identifiable information (PII) that is associated with payment card transactions.

A payment card transaction where the physical payment card is not presented during the purchase.

An additional security feature used to verify the legitimacy of a card during card-not-present (CNP) transactions.

The network or systems within an organization that store, process, or transmit cardholder data (CHD) or sensitive authentication data (SAD).

The switching of a customer engagement or interaction from one channel to another.

The modes or methods of communication available for customers to interact with the contact center.

A prominent player providing comprehensive payment processing solutions to businesses of all sizes

Messaging applications that enable real-time, text-based communication between customers and contact center agents.

A computer program designed to simulate human conversation and interact with users.

A centralized component or framework that provides a set of shared services and functionalities.

A cloud-based platform that enables organizations to integrate real-time communication features into their applications and services.

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

Adherence and fulfillment of the requirements, standards, and guidelines set forth by standards, regulations and legislation.

Technology and processes that integrate computer systems and telephony systems within a contact center environment.

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

A cloud-based solution that enables businesses to outsource their customer service and support systems to a third-party software service provider.

Technologies and systems that enable machines to have human-like conversations with users.

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.

A service or platform that provides credit scoring and risk assessment for businesses involved in processing payment transactions.

Overall perception, satisfaction, and emotional response that customers have throughout their interactions with a company and its products or services.

The experience a customer has with a company or brand across various touchpoints and channels throughout their entire relationship.

Software applications designed to manage and analyze interactions and relationships with customers.

Support and assistance provided to customers before, during, and after their interactions with a company or organization.

Hardware and devices located on the customer's sites (premises) that enable data, computing, telephony, and networking services.

Individuals or entities that engage in a transaction or have a relationship with a company or organization.

A technique used to enhance the security of sensitive customer information during telephone transactions.

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

The strategic approach of mitigating or eliminating potential threats or risks that can negatively impact the contact center.

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

Electronic communication channels used for customer interactions and support, beyond traditional voice calls.

A virtual platform that allows individuals to store, manage, and make electronic transactions using various payment methods.

The adoption of digital technologies, processes, and strategies to improve the way a contact center operates and interacts with customers.

A distributed naming system used to translate human-readable domain names into their corresponding IP addresses.

The terms used to describe different aspects of customer calls that are not successfully handled or completed.

A signaling technique used in telephony to transmit and interpret input from a telephone keypad or other devices.

A file containing reusable code and data that can be dynamically loaded and used by multiple programs simultaneously.

Comprehensive legislation in the United Kingdom that protects individuals from discrimination and promotes equality in various areas of life.

A consumer credit reporting agency that provides credit information and scores to individuals and businesses.

Direct and in-person interactions between individuals or entities involved in buying and selling products or services.

Defines the standards of behavior and responsibilities required from organizations and individuals operating within the UK financial services industry.

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

A key performance metric used in contact center operations to measure the effectiveness of resolving customer inquiries or issues during the initial interaction.

A streamlined and seamless payment processes that minimize customer effort and enhance the overall payment experience.

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.

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

A comprehensive federal regulation enacted in the United States, aiming to protect the privacy and security of personal health information.

A feature or capability that allows agents to listen in or join ongoing customer interactions without the customer's knowledge.

Individuals who perform contact center operations from a location outside of the traditional office or contact center environment.

Applications or software solutions that are delivered and managed by a service provider on their infrastructure or servers.

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

An independent authority in the UK that promotes and enforces practices of data privacy.

The risk posed by individuals within a contact center who engage in fraudulent or criminal activities for personal gain or malicious intent.

A telecommunications standard that enables the transmission of voice, data, video, and other digital services over traditional copper wire telephone networks.

Different aspects of customer communication and involvement in a contact center interaction.

Automated telephony systems that allow callers to interact with pre-recorded voice prompts or touch-tone keypad inputs.

An individual who is qualified and certified by the PCI SSC to conduct internal compliance assessments.

The financial institution or organization that provides payment cards to consumers or businesses.

A major credit card issuer and payment network based in Japan.

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

A mathematical formula used to validate the integrity and authenticity of various identification numbers including payment cards.

A method of accepting payments for goods or services over the phone or through mail-order channels.

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

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

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

A business or entity that accepts payment cards, such as credit cards or debit cards, as a form of payment for goods or services.

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.

The unique identification and authentication information that allows merchants to access and interact with payment processing systems and services.

The setup and customization of payment processing parameters and settings specific to a merchant's requirements.

A unique identifier or code that is assigned to a transaction by the merchant or payment processor.

Offer alternative communication channels for customers to interact with contact center agents, providing convenience and flexibility.

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

Security measures designed to provide an additional layer of protection beyond traditional username and password authentication.

Different approaches for managing customer interactions across various communication channels.

The use of natural language to enhance customer interactions and improve the overall customer experience.

Computer hardware, networking devices, or telephony equipment that are located and operated within the physical premises of an organization or individual customer.

A payment method that allows for a single-use credit card number to be generated for a specific transaction.

The practice of contracting and delegating specific business functions or processes to external third-party organizations or service providers.

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

A document that demonstrates an organization's adherence to the Payment Card Industry Data Security Standard.

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

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

The failure of a merchant or organization to comply with the Payment Card Industry Data Security Standard requirements.

A document that provides an assessment of an organization's compliance with the Payment Card Industry Data Security Standard.

The specific tasks and obligations that entities must fulfill to ensure compliance with the Payment Card Industry Data Security Standard.

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

A validation tool used by organizations to assess their compliance with the PCI DSS requirements.

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

Refers to a business or organization that must comply with the strictest level of the Payment Card Industry Data Security Standard

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.

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.

A mechanism or process that allows contact center agents to temporarily pause or suspend recording of sensitive payment card data during customer interactions.

Payment methods or systems used for initiating electronic fund transfers directly between bank accounts.

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.

Security standards and guidelines to ensure the protection of cardholder data and maintain the integrity of payment card transactions.

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.

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

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

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.

The various methods or channels through which customers can make payments for products or services.

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.

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

Methods of facilitating payments by providing customers with a unique URL or hyperlink that directs them to a secure payment page.

The webpages or screens that are specifically designed to handle the payment process during an online transaction.

A unique identifier or code associated with a specific payment transaction.

A company or financial institution that offers services and infrastructure to facilitate electronic payment transactions between buyers and sellers.

PSD2 regulates payment services in the EU, fostering innovation, security, and competition in the industry.

A methodical and controlled assessment of an organization's security defenses.

Information that can be used to identify an individual. It includes any data that can be linked to a specific person, enabling their identification.

A security technology and methodology used in the context of payment card processing to protect sensitive cardholder data.

An encryption protocol and software application used for secure communication, data encryption, and digital signatures.

The unique numeric identifier associated with a payment card, such as a credit card or debit card.

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.

The global telecommunications network that enables the transmission of voice and analog data over traditional copper telephone lines.

An individual who performs their duties and responsibilities for a contact center from a location outside of the traditional office environment.

Crucial to protect sensitive cardholder data and prevent fraud.

Security vulnerabilities that can potentially compromise the confidentiality, integrity, and availability of sensitive data and systems.

Empowering customers to find information, perform transactions, and resolve issues on their own without the need for assistance from contact center agents.

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

Sensitive, personal and financial data that should be protected.

Any organization or entity that stores, processes, or transmits cardholder data on behalf of another entity or merchant.

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

A communication protocol used for establishing, modifying, and terminating multimedia sessions over IP networks.

Provides valuable insights into customer opinions, preferences, and sentiments expressed through social media and other online platforms.

A cloud computing model in which software applications are provided and delivered over the internet on a subscription basis.

The use of voice recognition technology to securely process payment transactions during customer interactions.

Designed to enhance the security of electronic payment transactions and protect customers from fraud.

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.

The practice of substituting sensitive and payment card data with unique tokens to enhance security and protect cardholder information.

A cloud-based communication model that integrates various communication and collaboration tools into a single platform.

A standardized naming convention used to identify and locate resources accessible via the World Wide Web.

Sales techniques used to increase revenue by encouraging customers to purchase additional products or upgrade their existing purchases.

The overall experience and satisfaction that users have when interacting with a product, system, or service.

An authentication program designed to enhance the security of online credit and debit card transactions.

Methods of enhancing the contact center experience, environment and efficiency of customer interactions and operations.

A technology that allows remote workers to establish a secure and encrypted connection to the contact center's network over the internet.

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

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).

Integrating payments into web chat, messaging, and social messaging environments.