How PCI Pal Solved AllSaints PCI Compliance Challenges

Transcription

1 How PCI Pal Solved AllSaints PCI Compliance Challenges Genesys CX18 Nashville, TN USA Grafton Potter VP of Sales, North America

2 We ll Be Covering PCI Compliance in the Contact Center What was AllSaints Compliance Problem? The Solution The Results About PCI Pal Q&A Genesys CX18 Nashville

3 !" # "$%&!#'!"( $)*+!,%) *- "%&.)% $#/0%1( "*'.(!*1" -*) &*1(#&( &%1(%)" #1, 2."!1%""%" (#3!14 5#), 6*( 7)%"%1( $#/0%1(": ;% *--%) 2."!1%""%" # ".!(% *- 4'*2#''/< #&&%""!2'% &'*., "*'.(!*1",%"!41%, (*,%"&*$% (=%!) $#/0%1( %1+!)*10%1(" -)*0 (=% )%>.!)%0%1(" *- 87#/0%1( A%&.)!(/ A(#1,#),9: B;A C'*2#' 5'*.,!1-)#"().&(.)% D%+%'FEF5%)(!-!%, D%+%' E 5%)(!-!%,

4 PCI COMPLIANCE IN THE CONTACT CENTER

5 !"#$%&'$&()*+,-./#$&"-++#.0#12"#$3"(+#$#.4,5(.)#.2! who is responsible for the payment gateway used to take payments online and by phone? #&())#5/#$ '.72(5#$ &(.2-/2$&#.2#5 &-56"(+6#5$%5#7#.2 &-56"(+6#5$%5#7#.2$ &-56"(+6#5$8(2$%5#7#.2$! and would they know how it s configured?

6 !"#$%&'()*'(+,-.%/0!"#$%&'&(%$#)% *"++&(%,-./012!"#$%&'&(%$#)% 3,.%%1&(%,-./012 (%/",40-1& 3-+#40-1$ *+%"1&(--) )%14 Broken recordings Technically difficult Legacy Data Solution Diminished morale Mystery silence Inaccurate Expensive Impractical Manual for Agents Agent still hearing Technically difficult Difficult to maintain Other regulation Lawsuit Protection Customer care reduced

7 CASE STUDY

8 The evolution of customer experience

9 ! Choppy customer journey! Disjointed systems! Time-consuming payments for both agent and customer! Evaluated Pause and Resume and Payment IVR! Used PED s but agent was still exposed Genesys CX18 Nashville

10 ! Descope the environment from PCI! Seamless experience for the agent and customer! No interruption between agent and customer! All calls fully recorded, no pause & resume! API integration with Payment Gateway, CRM/ERP systems Genesys CX18 Nashville

11 ! PCI DSS Compliance by descoping the environment! 2/3 reduction in how long it takes to process a phone sale! Made Agent s job easier, efficient & compliant! Enhanced customer experience! Customer confidence (ECOM experience over the phone) Genesys CX18 Nashville

12 The PCI Pal Solution How does it work?

13 PCI Pal Agent Assist Demo Genesys CX18 Nashville

14 Why PCI Pal? Compliance and Customer Experience PCI DSS PCI Pal are a PCI DSS Level 1 Service Provider Full De- Scope Sensitive financial data is removed from the Contact center achieving SAQ-A Secure Customer Journey Simple, secure and streamlined payment process. AWS Global Cloud Cloud based deployment offers an elegant and non-invasive solution Reliability PCI Pal has an impressive % up time ensuring our customers get the best service Contact Center Solutions from Contact Center People PCI Pal prides itself on our contact center origins. Our solution was born off the back of an internal requirement. This gives us unique insight into the challenges contact center's face. We don t try and a shoehorn a solution, but work closely to assess the best way to solve PCI within budgetary and network constraints.

15 Q&A THANK YOU FOR JOINING US TODAY Come by our booth in the Partner Pavilion for a demo

16 PCI Pal Customers

17 PCI Security Standards Manufacturers PCI PTS Pin Entry Devices Software Developers PCI PA-DSS Payment applications Merchants & Service providers PCI DSS Secure environments PCI security & compliance P2PE Genesys CX18 Nashville

18 Card use continues to grow Card Payments by Region, *PNC Payment Solutions News Genesys CX18 Nashville

19 What is the true cost of a breach? Internal costs External costs Introduction of stricter security procedures Disciplinary action against employees Increase in workloads to resolve & prevent issues Loss of employee motivation Staff losses (to join other companies/competitors) Potential resignation of a decision maker Loss of customer confidence Damage to reputation Direct financial loss Financial penalty from sector body or government Loss of shareholder value/share price

20 Customers who trust you will Customers who lose trust in you will Buy more Recommend to friends/family/colleagues Share positive views on social media Defend your brand Pay more Stop buying Openly criticize you Post negative views on social media Complain about cost Sell shares Buy shares

21 What is De-scoping? taking the card payment without handling the card data De-scoping for ECOM payments Genesys CX18 Nashville

22 Agent Assist The Benefits $" 8'(/0*+$#)$216/*772)6&1(%9') '556/6'+/2):2);<=><?)%+) 1*2&'+$)/*77#3 #6&17'A)#'/"(')*+,) #$('*&76+',)1*2&'+$) 1(%/'##3 &'(()*+,-./0)1, ,94:);<* /%++'/$',)$0(%".0%"$)$0') 1*2&'+$)1(%/'##3 #" 4%)$(*/'#)%5)56+*+/6*7),*$*) *(')/*1$"(',)#%)('/%(,6+.) /*+)/%+$6+"')+%(&*7723 Genesys CX18 Nashville

23 REDO THIS SLIDE SIMPLE are there alternative phone payment options available to merchants striving for security and compliance? Yes. De-Scoping.

24 Secure Agent Assisted Payments Compliance is an enabler to doing more business Use technology to reduce risk and de-scope your payment environment Get your agents to promote how serious you are about protecting your customers data Genesys CX18 Nashville

25 Secure, Agent-assisted Payments No need to break the conversation Keypad entry of card details Nurturing and reassuring for best possible customer experience

26 De-scoping phone payments with Agent Assist Genesys CX18 Nashville

27 PCI Security Standards The phone payment security landscape is changing due to the PCI DSS PAYMENT CARD INDUSTRY DATA SECURITY STANDARD Genesys CX18 Nashville