Syntec announces CardEasy ‘keypad payment by phone’ on Genesys AppFoundry PureCloud™, PureConnect™ and PureEngage™
London, 7 May 2019
The CardEasy secure payment solution integrates seamlessly with the Genesys Customer Experience platform, de-scoping phone payments and call recordings from PCI DSS regulations whilst enhancing UX and customer trust
Syntec has announced that its patented CardEasy DTMF payment system is now available on all 3 categories of Genesys AppFoundry, a dedicated customer experience marketplace. Organizations using the Genesys PureCloud™, PureConnect™ and PureEngage™ platforms can leverage the CardEasy solution to take credit card payments via phone while staying compliant with the Payment Card Industry Data Security Standard (PCI DSS) requirements.
CardEasy allows customers to enter their payment card numbers on their phone’s touchtone keypad using DTMF (Dual Tone Multi Frequency) transmission, during the live conversation with the agent or using self-service IVR. The DTMF tones are masked so the numbers are no longer visible or audible to agents and call recordings, thereby removing the call center environment from the scope of PCI DSS* regulations, whilst reducing call handling times and improving customer trust.
Syntec’s CEO Colin Westlake commented “We are delighted to partner with Genesys and make it easy for organizations using PureCloud, PureConnect and PureEngage to leverage our award-winning CardEasy ‘keypad payment by phone’ system via the AppFoundry. CardEasy gives contact center agents the ability to seamlessly handle phone payments without hearing, seeing or storing sensitive card numbers”.
Syntec, founded in 1998 as an independent telecommunications provider, now offers a suite of contact center managed services, including its CardEasy secure phone payment service, which has already gained a global footprint since its launch in 2011.
“Seeing AppFoundry partners like Syntec leverage the Genesys Customer Experience Platform in creative ways to help consumers connect with businesses when and how they need to, and on their terms is really energising,” said Jim Kraeutler, vice president, ISV and Technology Alliances at Genesys. “Making it easy for organizations to harness technologies like the CardEasy solution is a critical component to helping them deliver a higher standard of customer experience.”
Genesys is the global leader in omnichannel customer experience and contact center solutions that power 25 billion of the world’s best customer experiences each year. The Appfoundry gives all Genesys customers one interface to explore its ecosystem of pre-built integrations for the company’s entire portfolio.
Syntec’s CardEasy integration is now available via Genesys Appfoundry, an omnichannel customer engagement suite for global businesses to deliver competitively superior experiences – providing real-time contextual journeys, world-class orchestrated routing, and digital transformation at any scale.
To learn more about the specific features and benefits of the solution integration, visit Syntec’s AppFoundry listings (PureCloud, PureConnect & PureEngage)
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Winner of the Genesys ‘Best Security Solution’ Award at Call & Contact Center Expo in London (2018), CardEasy enables businesses to comply fully with PCI DSS as follows:
- Because the paying customer enters their own card numbers using the touchtone keypad of their phone, contact center agents are no longer exposed to callers’ sensitive card numbers
- Card numbers are no longer picked up or stored in call recordings or captured in screen recordings in any identifiable way, as the DTMF tones are masked
- As the sensitive card numbers do not enter the contact center or network, this de-scopes this environment almost entirely from PCI DSS* regulations, saving time and money on controls and audit requirements
- Agents can talk to the caller throughout, to control the call and transaction
- CardEasy also offers a self-service IVR ‘Autopay’ option for when no agent assistance is required, such as balances payable, utility bills, charity donations and subscriptions
- CardEasy helps GDPR compliance too, by avoiding capture and storage of the card numbers, so they no longer need to be protected by the merchant
How does CardEasy work?
For premise based versions of Genesys PureEngage and PureConnect, CardEasy supports both ISDN and SIP using on-premise equipment at the voice network edge.
In SIP environments CardEasy is also available as a fully cloud based solution and now works with Genesys PureCloud too.
CardEasy captures the PAN and CV2 entered by the customer using their telephone keypad, with the agent remaining in conversation with the customer throughout. This data is conveyed via CardEasy over a secure connection, where it is processed before forwarding to the Payment Services Provider (PSP) for authorization, returning the result to the agent (and back office systems if required) in real time.
Audio from the caller to the agent is cut briefly while they enter the middle six digits of their long card number (PAN) and CV2 on their phone keypad, to ensure that the agent (and call recording) cannot be exposed to the card numbers even if the caller reads out the numbers whilst entering them.
Syntec is the Managed Service Provider
CardEasy is Syntec’s proprietary, patented system. Syntec is a PCI DSS* level1 (V3.2) audited service provider; a Visa Merchant Agent and Mastercard Service Provider; and a participating member organization of the global Payment Card Industry Security Standards Council
* note on PCI DSS : The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle branded credit cards from the major card schemes (such as Visa, Mastercard, American Express).
Media information contact:
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You can download a PDF of this press release here Genesys Appfoundry Press release May 2019