The history of DTMF in contact centers

The image of dual tone multi frequency signaling (DTMF) has come in for a makeover recently in  contact centers.  The engine behind automated IVR menus for many years, it also now facilitates new ‘keypad payment by phone’ technology to help keep customers’ card numbers safe when paying over the phone for goods and services. The […]

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Pause and resume is dead

We ran a webinar recently about PCI DSS in call centers and asked the attendees what they were doing about PCI compliance for ‘card not present’ (CNP) phone payments. 27% said they were using ‘pause and resume call recording’ (also known as ‘stop/start’) to avoid capturing credit and debit card numbers, either agent- operated or as an […]

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How PCI compliance can help you achieve GDPR compliance too

As you probably know, there’s a lot of pressure on organizations to ensure that they are compliant with the new EU GDPR regulations by 2018. At Syntec we’re increasingly asked how PCI DSS and GDPR are related. In this blog I’ll discuss the overlap between the two and how PCI compliance can help you then build […]

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How can my contact center become PCI DSS compliant? A check list of considerations

After three years of discussion, a new EU Data Protection Framework has been agreed. The new General Data Protection Regulation (GDPR) replaces the current Data Protection Directive. Whilst it won’t come into force for a couple of years, it’s important that your organization starts preparing now, as it will have a very substantial impact on all entities that […]

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