This document summarizes a presentation about protecting customer credit card data when making payments over the phone for contact centers. The presentation discusses the challenges of complying with PCI standards while recording calls as required by other regulations. It recommends "de-scoping" contact centers from PCI by using a managed service with patented DTMF clamping technology to remove card numbers from call recordings. A case study of a large insurance broker is presented that implemented this solution, transferring PCI risk and removing their contact center from PCI scope.
Session presented at OPASTCO Winter Convention 2012
This panel of industry experts discussed the recent and sustained surge of call completion issues plaguing rural America. Rural subscribers continue to suffer from incoming calls that fail before ever reaching their local telephone companies' networks, or calls that complete but have extremely poor voice or fax quality. Numerous organizations have been working with the FCC and others in an attempt to mitigate these problems. Dave Lewis, CEO of ANPI ZONE, provided an update on these efforts and on other steps being taken to achieve resolution.
Future of Programmable Telecoms at Restconn 2017Alan Quayle
Explaining Programmable Telecoms and why its importance, why predictions are usually wrong, what to look for in less wrong predictions. Presented at Restconn 2017 in Prague May 23-25.
Session presented at OPASTCO Winter Convention 2012
This panel of industry experts discussed the recent and sustained surge of call completion issues plaguing rural America. Rural subscribers continue to suffer from incoming calls that fail before ever reaching their local telephone companies' networks, or calls that complete but have extremely poor voice or fax quality. Numerous organizations have been working with the FCC and others in an attempt to mitigate these problems. Dave Lewis, CEO of ANPI ZONE, provided an update on these efforts and on other steps being taken to achieve resolution.
Future of Programmable Telecoms at Restconn 2017Alan Quayle
Explaining Programmable Telecoms and why its importance, why predictions are usually wrong, what to look for in less wrong predictions. Presented at Restconn 2017 in Prague May 23-25.
Representative presentation on addressing the increase of technologies in products and services, and how that change can be addressed by contact centers. Based on the Connecting Islands™ approach and system from Barry C. Collin at Collin Group, Inc.
Building Intelligent Customer Service with Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres and service organisations. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
#FlipMyFunnel Austin - Eric Walschmidt - Using Personalized Web Experiences t...#FlipMyFunnel
Eric Walschmidt, Marketing Director at SAVI, recently presented “Using Personalized Web Experiences to Accelerate ABM Lead Gen Activities” at the #FlipMyFunnel Austin.
Hello! VEBTECH team creates solutions that develop your business. 200+ certified developers with 25 years of experience in FinTech. We are strong in:
• Website, platform, and mobile application development
• BPM (PEGA, Zendesk)
• Blockchain solutions
• Cybersecurity (Red Team)
• IT - Monitoring
Cyber Security and the Impact on your BusinessLucy Denver
With cyber scams costing UK businesses an estimated £4.14bn* in lost data, reputational damage and online theft every year, Cyber Security is rapidly climbing the priority list of directors across the UK. This presentation will help you to:
- spot the most common cyber attacks, defend your business and protect your critical data if the worst does happen;
- understand the impact of GDPR on your business and how to protect yourself against expensive data losses.
Will Your Business Get Hacked - Hull (Apr 28)HBP Systems Ltd
IT Security In 2016: Hull
08.30 - 10.00. Thurs 28th April @ C4DI, Hull
Slide deck taken from the Will Your Business Get Hacked? business breakfast seminar on Thursday 28th April at C4DI @ TheDock, Queens St, Hull.
Speakers:
Phil Denham - Commercial Director @ HBP Systems
James Burchell - Senior Sales Engineer @ Sophos
Call or Text: (800) 340-8115
Experience Sourcing-as-a-Service
The current state of U.S. businesses is faced with a multitude of cybersecurity challenges. Work with a Technology Source Advisor to learn from and develop a framework for adapting to uncertainty. Learn what Technology Source and its providers are offering to help businesses adapt to these challenging times.
Our commitment to relationships, state-of-the-art tools, breakthrough strategies and ongoing training helps us to deliver solutions that will meet or exceed all of your business requirements. We focus on helping our business and enterprise customers find the best solutions at the best prices available from our portfolio of 500 providers worldwide.
Telecommunications fraud continues to plaque the industry with ever increasingly sophisticated methods and tools. From simple theft of services to international premium toll rate calling scams, stories of service providers and enterprises being stuck with thousands of dollars of fraudulent calls is a common occurrence that can be financially devastating.
How to Prevent Telecom Fraud in Real-TimeAlan Percy
Telecommunications fraud continues to plaque the industry with ever increasingly sophisticated methods and tools. From simple theft of services to international premium toll rate calling scams, stories of service providers and enterprises being stuck with thousands of dollars of fraudulent calls is a common occurrence that can be financially devastating. The Communications Fraud Control Association reports that in 2015, service providers suffered over 22 billion dollars in fraud.
During this “How To” session we will be joined by the experts from Jerasoft, showing various methods that utilize real-time billing systems and Session Border Controller software to stop fraud in its tracks!
Telecommunications fraud continues to plague the industry with ever-increasingly sophisticated methods and tools. From simple theft of services to international premium toll rate calling scams, stories of service providers and enterprises being stuck with thousands of dollars of fraudulent calls is a common occurrence that can be financially devastating. The Communications Fraud Control Association reports that in 2015, service providers suffered over 22 billion dollars in fraud.
JeraSoft team was the guest expert at “How To” session, showing together with TelcoBridges experts various methods that utilize real-time billing systems and Session Border Controller software to stop fraud in its tracks!
Nagios Conference 2014 - Paloma Galan - Monitoring Financial Protocols With N...Nagios
Paloma Galan's presentation on Monitoring Financial Protocols With Nagios.
The presentation was given during the Nagios World Conference North America held Oct 13th - Oct 16th, 2014 in Saint Paul, MN. For more information on the conference (including photos and videos), visit: http://go.nagios.com/conference
IT Security In 2016: Hull
14.30 - 16.00. Thurs 28th April @ Allia Future Business Centre, Peterborough
Slide deck taken from the Will Your Business Get Hacked? business breakfast seminar on Thursday 28th April at Allia Future Business Centre, London Road, Peterborough.
Speakers:
Phil Denham - Commercial Director @ Kamarin Computers
James Burchell - Senior Sales Engineer @ Sophos
While in the UK and US consumer goods producers can concentrate on relationships with a handful of multi-national supermarket chains, the retail outlet base in Africa and emerging markets is fragmented (Large number of stores with orders that are frequent and small). Reaching these large numbers of small outlets is a difficult, expensive and costly business for consumer goods manufacturers operating in emerging and developing countries - Unilever, Nestle, GlaxoSmithKline, Proctor & Gamble, Coca-Cola, and Heineken etc. Nigeria (Africa's largest consumer market) has over 1 million of these small shops, thus making it very expensive for consumer companies to reach small retail outlets. Solution developed by our team was aimed to deal with the following problems:
• Fragmented retail sector
• Large number of stores with orders that are frequent and small
• Large number of delivery points
• Cash collected on delivery
• Large sales force needed for such large customer base.
• Risk of financial loss for manufacturers - credit sales to distributors
More info can be found here: http://www.ikantam.com/portfolio/b2b-distribution-marketplace
From Data Centers to Cloud Services, Inside the Backbone of a New Economy - C...Clipperton Finance
Clipperton Finance, a leading European corporate finance boutique serving the technology and media industries, has released a Research Paper covering the evolution and current trends of the Data Management market.
The essentially virtual “New Economy”, is in fact inherently tied to the very physical world of traditional Data Center and Telecom networks. In this era of online advancement, these physical networks are placed under unprecedented new demands through the proliferation of online rich media and cloud computing leading to an explosion in storage capacity and networking needs. In turn, the virtual data underworld is undergoing a true revolution.
One consequence is remarkable: as the cost and complexity of managing Data Centers increases exponentially, this function is more and more outsourced by the large companies that previously managed their own infrastructure on-site.
This paper focuses on this Outsourced Data Center market and demonstrates how this particular value chain is maturing and organising itself:
· Upstream: a new category of players have rapidly emerged – the Wholesalers.
· Downstream: Hosting offerings are experiencing significant commoditizing pressure and need to act fast.
· In the middle: the “Colocators” need to find there position in this newly organized ecosystem.
Today this value chain is dominated by large US companies, but significant European exceptions exist: OVH in France, Telecity in the UK, 1&1 in Germany.
The paper also features European players that we deem “ones to watch”.
Big Data is a formidable opportunity for the Telecommunications industry. The abundance of data must be leveraged thanks to Data Science to improve the management of customer relationships, operational analyses, network optimization and monetization. Skylads, a startup specialized in R&D on Artificial Intelligence and Big Data offers products and services to make of the most of your data.
Representative presentation on addressing the increase of technologies in products and services, and how that change can be addressed by contact centers. Based on the Connecting Islands™ approach and system from Barry C. Collin at Collin Group, Inc.
Building Intelligent Customer Service with Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres and service organisations. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
#FlipMyFunnel Austin - Eric Walschmidt - Using Personalized Web Experiences t...#FlipMyFunnel
Eric Walschmidt, Marketing Director at SAVI, recently presented “Using Personalized Web Experiences to Accelerate ABM Lead Gen Activities” at the #FlipMyFunnel Austin.
Hello! VEBTECH team creates solutions that develop your business. 200+ certified developers with 25 years of experience in FinTech. We are strong in:
• Website, platform, and mobile application development
• BPM (PEGA, Zendesk)
• Blockchain solutions
• Cybersecurity (Red Team)
• IT - Monitoring
Cyber Security and the Impact on your BusinessLucy Denver
With cyber scams costing UK businesses an estimated £4.14bn* in lost data, reputational damage and online theft every year, Cyber Security is rapidly climbing the priority list of directors across the UK. This presentation will help you to:
- spot the most common cyber attacks, defend your business and protect your critical data if the worst does happen;
- understand the impact of GDPR on your business and how to protect yourself against expensive data losses.
Will Your Business Get Hacked - Hull (Apr 28)HBP Systems Ltd
IT Security In 2016: Hull
08.30 - 10.00. Thurs 28th April @ C4DI, Hull
Slide deck taken from the Will Your Business Get Hacked? business breakfast seminar on Thursday 28th April at C4DI @ TheDock, Queens St, Hull.
Speakers:
Phil Denham - Commercial Director @ HBP Systems
James Burchell - Senior Sales Engineer @ Sophos
Call or Text: (800) 340-8115
Experience Sourcing-as-a-Service
The current state of U.S. businesses is faced with a multitude of cybersecurity challenges. Work with a Technology Source Advisor to learn from and develop a framework for adapting to uncertainty. Learn what Technology Source and its providers are offering to help businesses adapt to these challenging times.
Our commitment to relationships, state-of-the-art tools, breakthrough strategies and ongoing training helps us to deliver solutions that will meet or exceed all of your business requirements. We focus on helping our business and enterprise customers find the best solutions at the best prices available from our portfolio of 500 providers worldwide.
Telecommunications fraud continues to plaque the industry with ever increasingly sophisticated methods and tools. From simple theft of services to international premium toll rate calling scams, stories of service providers and enterprises being stuck with thousands of dollars of fraudulent calls is a common occurrence that can be financially devastating.
How to Prevent Telecom Fraud in Real-TimeAlan Percy
Telecommunications fraud continues to plaque the industry with ever increasingly sophisticated methods and tools. From simple theft of services to international premium toll rate calling scams, stories of service providers and enterprises being stuck with thousands of dollars of fraudulent calls is a common occurrence that can be financially devastating. The Communications Fraud Control Association reports that in 2015, service providers suffered over 22 billion dollars in fraud.
During this “How To” session we will be joined by the experts from Jerasoft, showing various methods that utilize real-time billing systems and Session Border Controller software to stop fraud in its tracks!
Telecommunications fraud continues to plague the industry with ever-increasingly sophisticated methods and tools. From simple theft of services to international premium toll rate calling scams, stories of service providers and enterprises being stuck with thousands of dollars of fraudulent calls is a common occurrence that can be financially devastating. The Communications Fraud Control Association reports that in 2015, service providers suffered over 22 billion dollars in fraud.
JeraSoft team was the guest expert at “How To” session, showing together with TelcoBridges experts various methods that utilize real-time billing systems and Session Border Controller software to stop fraud in its tracks!
Nagios Conference 2014 - Paloma Galan - Monitoring Financial Protocols With N...Nagios
Paloma Galan's presentation on Monitoring Financial Protocols With Nagios.
The presentation was given during the Nagios World Conference North America held Oct 13th - Oct 16th, 2014 in Saint Paul, MN. For more information on the conference (including photos and videos), visit: http://go.nagios.com/conference
IT Security In 2016: Hull
14.30 - 16.00. Thurs 28th April @ Allia Future Business Centre, Peterborough
Slide deck taken from the Will Your Business Get Hacked? business breakfast seminar on Thursday 28th April at Allia Future Business Centre, London Road, Peterborough.
Speakers:
Phil Denham - Commercial Director @ Kamarin Computers
James Burchell - Senior Sales Engineer @ Sophos
While in the UK and US consumer goods producers can concentrate on relationships with a handful of multi-national supermarket chains, the retail outlet base in Africa and emerging markets is fragmented (Large number of stores with orders that are frequent and small). Reaching these large numbers of small outlets is a difficult, expensive and costly business for consumer goods manufacturers operating in emerging and developing countries - Unilever, Nestle, GlaxoSmithKline, Proctor & Gamble, Coca-Cola, and Heineken etc. Nigeria (Africa's largest consumer market) has over 1 million of these small shops, thus making it very expensive for consumer companies to reach small retail outlets. Solution developed by our team was aimed to deal with the following problems:
• Fragmented retail sector
• Large number of stores with orders that are frequent and small
• Large number of delivery points
• Cash collected on delivery
• Large sales force needed for such large customer base.
• Risk of financial loss for manufacturers - credit sales to distributors
More info can be found here: http://www.ikantam.com/portfolio/b2b-distribution-marketplace
From Data Centers to Cloud Services, Inside the Backbone of a New Economy - C...Clipperton Finance
Clipperton Finance, a leading European corporate finance boutique serving the technology and media industries, has released a Research Paper covering the evolution and current trends of the Data Management market.
The essentially virtual “New Economy”, is in fact inherently tied to the very physical world of traditional Data Center and Telecom networks. In this era of online advancement, these physical networks are placed under unprecedented new demands through the proliferation of online rich media and cloud computing leading to an explosion in storage capacity and networking needs. In turn, the virtual data underworld is undergoing a true revolution.
One consequence is remarkable: as the cost and complexity of managing Data Centers increases exponentially, this function is more and more outsourced by the large companies that previously managed their own infrastructure on-site.
This paper focuses on this Outsourced Data Center market and demonstrates how this particular value chain is maturing and organising itself:
· Upstream: a new category of players have rapidly emerged – the Wholesalers.
· Downstream: Hosting offerings are experiencing significant commoditizing pressure and need to act fast.
· In the middle: the “Colocators” need to find there position in this newly organized ecosystem.
Today this value chain is dominated by large US companies, but significant European exceptions exist: OVH in France, Telecity in the UK, 1&1 in Germany.
The paper also features European players that we deem “ones to watch”.
Big Data is a formidable opportunity for the Telecommunications industry. The abundance of data must be leveraged thanks to Data Science to improve the management of customer relationships, operational analyses, network optimization and monetization. Skylads, a startup specialized in R&D on Artificial Intelligence and Big Data offers products and services to make of the most of your data.
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. 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. 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. 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. 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?
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. 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
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
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. 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
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