www.silver-lining.com
PCI in the Contact Centre
Presented by Mark James
www.silver-lining-com
www.silver-lining.com
Our experience shared as we work with clients
who have two objectives:
1. How to protect customers’ ...
www.silver-lining.com
• 7 Fun facts about London
• The Challenges
• DE-scope your Contact Centre
• DE-risk migration – ISD...
www.silver-lining.com
• It is illegal to die in the Houses of Parliament.
• Harrods sold cocaine until 1916.
• More than h...
www.silver-lining.com
• How do I protect my customers’ card data
when my customers call to pay?
• How do I adopt a PCI sol...
www.silver-lining.com
Pause and Resume (Manual or Automated)
Manual
• Reliant on agent intervention
• Open to abuse
Automa...
www.silver-lining.com
The Contact Centre
LAN
PSTN
‘One’ of the Challenges for Contact Centre
www.silver-lining.com
PCI in the News
“Most people we engage with are more concerned at
the impact on their brand, than th...
www.silver-lining.com
Employer – Employee
• Few would argue that the most valuable resource of any
organisation is its peo...
www.silver-lining.com
“Collaboration is critical”
Stephen Orfei, PCI Standards Council GM
Where are you?
• Not simply PCI
...
www.silver-lining.com
Case Study: The PCI Journey
UK leading insurance broker
www.silver-lining.com
• Historical card data (where Pause and Resume Failed)
• Upgrading core Voice in 2016
• Increased fo...
www.silver-lining.com
Case Study:
Overview
UK leading
insurance broker
www.silver-lining.com
Case Study:
Overview
UK leading
insurance broker
www.silver-lining.com
The Contact Centre
LAN
PSTN
‘One’ of the Challenges for Contact Centre
www.silver-lining.com
The Contact Centre
LAN
Managed Service
PCI Appliance
Patented DTMF
Clamping Technology
Firewall
Swit...
www.silver-lining.com
Managed Service
www.silver-lining.com
Single Managed PCI Contract
• Patent protected “DTMF” solution
• Broker platform integration “CDL”
•...
www.silver-lining.com
The CIO explains:
“The key consideration here was to go with one supplier who
could deliver the enti...
www.silver-lining.com
Secure “DTMF”
Payment Process
Customer Agent
**** **** 1307
www.silver-lining.com
• Not just about achieving compliance!
– Go beyond the baseline need and consider PCI as key part of...
www.silver-lining.com
Come and say
hello
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PCI London Silver Lining Jan 2016

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PCI London Silver Lining Jan 2016

  1. 1. www.silver-lining.com PCI in the Contact Centre Presented by Mark James www.silver-lining-com
  2. 2. www.silver-lining.com Our experience shared as we work with clients who have two objectives: 1. How to protect customers’ credit card data when they make a payment over the phone 2. How to deploy a solution that factors in strategic change What am I talking about today?
  3. 3. www.silver-lining.com • 7 Fun facts about London • The Challenges • DE-scope your Contact Centre • DE-risk migration – ISDN - SIP • DE-crease your PCI footprint • DE-value employees at your peril Agenda
  4. 4. www.silver-lining.com • It is illegal to die in the Houses of Parliament. • Harrods sold cocaine until 1916. • More than half of the London Underground runs above ground. • 1000 bodies are buried below Aldgate station in a plague pit. • There is only one station on the underground that does not have any of the letters from the word Mackerel in it - St. John’s Wood. • Over 300 languages are spoken in London – more than any other city. • The Millennium Dome could fit the Great Pyramid of Giza inside. London: 7 Fun Facts
  5. 5. www.silver-lining.com • How do I protect my customers’ card data when my customers call to pay? • How do I adopt a PCI solution that fits with other compliance regulations such as FCA who require me to record calls? • How do I deploy PCI as part of a wider strategy that includes contact centre refresh later in the year? • What about SIP? ISDN is being phased out? • Do I go on premise or hosted? • Pause and Resume or DTMF Suppression? The Challenges
  6. 6. www.silver-lining.com Pause and Resume (Manual or Automated) Manual • Reliant on agent intervention • Open to abuse Automated • Can be difficult to scope and implement • FCA compliance implications– broken call • Agents exposed to sensitive information • Information stored at agent desktop level “UNFORTUNATELY THE PAUSE AND RESUME SOLUTION ONLY WORKS INTERMITTENTLY MEANING CARD HOLDER INFORMATION IS STORED IN THE SYSTEM FROM RECORDED TELEPHONE CONVERSATIONS WHICH IS A COMPLIANCE RISK” – LARGE UK UTILITIES COMPANY – DEC 2015 The Challenges How do we keep it simple?
  7. 7. www.silver-lining.com The Contact Centre LAN PSTN ‘One’ of the Challenges for Contact Centre
  8. 8. www.silver-lining.com PCI in the News “Most people we engage with are more concerned at the impact on their brand, than the threat of a fine” Allan Packer – Managing Director Silver Lining
  9. 9. www.silver-lining.com Employer – Employee • Few would argue that the most valuable resource of any organisation is its people • Motivation - engagement and retention • Employee brand is not a label it is an experience - employees represent the brand • Understand that it is your employees who are responsible for the happiness (or otherwise) of your customers “The higher the level of employee satisfaction, the greater the commitment and contribution to the employer.” Ronan Miles, CEO Oracle UK The Challenges
  10. 10. www.silver-lining.com “Collaboration is critical” Stephen Orfei, PCI Standards Council GM Where are you? • Not simply PCI • Vendor relationships • Integration • QSA’s • On Premise / Hosted • Keep it simple…
  11. 11. www.silver-lining.com Case Study: The PCI Journey UK leading insurance broker
  12. 12. www.silver-lining.com • Historical card data (where Pause and Resume Failed) • Upgrading core Voice in 2016 • Increased focus from Worldpay • SIP Strategy 2016/17 – Contact Centre refresh – Call Recording • How do we reduce / transfer risk? • Conflicting regulation between PCI and FCA • Integration with existing applications (some green screen terminal based) Case Study: Challenges UK leading insurance broker
  13. 13. www.silver-lining.com Case Study: Overview UK leading insurance broker
  14. 14. www.silver-lining.com Case Study: Overview UK leading insurance broker
  15. 15. www.silver-lining.com The Contact Centre LAN PSTN ‘One’ of the Challenges for Contact Centre
  16. 16. www.silver-lining.com The Contact Centre LAN Managed Service PCI Appliance Patented DTMF Clamping Technology Firewall Switch ROC Payment Gateway
  17. 17. www.silver-lining.com Managed Service
  18. 18. www.silver-lining.com Single Managed PCI Contract • Patent protected “DTMF” solution • Broker platform integration “CDL” • Managed Report on Compliance • Handful of residual controls Case Study: Solution UK leading insurance broker
  19. 19. www.silver-lining.com The CIO explains: “The key consideration here was to go with one supplier who could deliver the entire solution end-to-end. We needed a solution that removed our Contact Centre from PCI scope and transferred the risk to a specialist partner” Case Study: Testimonial UK leading insurance broker
  20. 20. www.silver-lining.com Secure “DTMF” Payment Process Customer Agent **** **** 1307
  21. 21. www.silver-lining.com • Not just about achieving compliance! – Go beyond the baseline need and consider PCI as key part of a complete security strategy • Collaboration is critical – Use all relationships including PCI QSA’s – Work with a systems integrator that knows more than just PCI • Half baked solutions won’t cut it – A DTMF masking technology solution that takes the card number out of the equation will remove most of the technical landscape within the Contact Centre from PCI Scope • Don’t forget the impact on your employees • Start with the end in mind 5 Key Points “Takeaway” points
  22. 22. www.silver-lining.com Come and say hello

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