Travel Insurance specialist InsureandGo has completed the implementation of a cloud-based solution for card-not-present payments for its Australian operations. InsureandGo selected the Agent Assist solution from PCI Pal® – the global cloud provider of secure payment solutions for business communications.
Having completed a PCI DSS assessment in the Australian region, InsureandGo identified a need to implement a solution that would support anonymous payment card capture in the contact center. PCI Pal’s Agent Assist uses ‘DTMF masking’, which intercepts and masks the tones of the keypad and sends the information straight to the Payment Service Provider for processing. This means the data bypasses the contact center environment and vastly reduces reducing the scope of PCI DSS for InsureandGo Australia.
Raphael Bandeira – Managing Director of InsureandGo Australia “Having seen the results of PCI Pal Agent Assist in some of our peers and correspondents, we like the flexibility and scalability of the solution. It uses DTMF masking technology, which removes any need for our contact center agents to see, hear or store sensitive payment data. It also enables customers to maintain contact with our agents during the payment process so the call flow is uninterrupted when a payment is made.
“By selecting Agent Assist we have greater PCI DSS compliance rigor, have deployed the cloud-based solution alongside our existing telephony and payment service providers, and provide a seamless payment experience to our customers.”
“We have descoped and payment data is off our network, so the timing has been crucial, as this may not have been possible with our previous arrangement and would have presented us with a significant challenge.”
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