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BT Onsite Contact Cisco

The benefits

Simple, fast, cost-effective compliance with BT Secure Contact

Compliance- Security and business agility

Creates the opportunity to de-scope your contact centres from PCI DSS using DTMF Tone Masking.

Delivers significant savings
BT Secure Contact can help you to significantly reduce your contact centre costs.

Protect and enforce your brand
Customers need to know they can trust you with their personal information. This solution increases real and perceived security, leaving no reputational risk from agent fraud.

Enhanced experience and satisfaction
There is no impact on average handling time and, because there is no break in the call, the agent is on hand throughout the process. Keying in your details protects against eavesdropping.

Efficient Operations
All agents can take payments (even off-shore ones) and outsource without security fears.
Agents do not see, hear or speak any card data, reducing internal risk. This can also create an opportunity for call centre home working. Furthermore we can look after the end to end integration with existing CRM and  Payment Service Provider (PSP).

What it costs

Priced per user per month, or per minute

The cost will depend on a number of factors, such as how many agents have you, how many transactions do you process, and how many inbound or outbound minutes do you have with BT.

We can structure the pricing to whatever suits you best.

Please contact your account manager to discuss options on the right solution for you, and to get a quote.

More reasons to buy

Keep customer card data secure

BT Secure Contact goes beyond the minimum requirements of PCI DSS compliance, ensuring that no contact details are ever shared between the customer and the call centre agent. Desktops, agents, and all telephony infrastructure is secured from handling any card data, greatly reducing the risk of fraud.

Choosing a cloud-based solution reduces cost and makes serving multiple sites — including homebound and off-shore, in-house and outsourced — simple and straightforward. Because it’s hosted in the cloud, BT Secure Contact is an agile and scaleable solution. Plus it can be fully integrated with all BT Cloud Contact solutions as well as into your PSP or BT SafePay facility. There are also multiple integration options through standard Application Programming Interfaces (APIs)  available.

And because we fully manage the compliance programme and renew it annually, you can concentrate on your core business, confident that all PCI DSS requirements are being taken care of on your behalf.

Technical specs

Isolate card data from the contact centre

When a customer calling the contact centre chooses to pay by card, SecureMode is activated and all details are sent to the payment system, bypassing the contact centre.

Up until the point of taking the payment, Dial Tone Multi Frequency (DTMF) tones and Interactive Voice Responses (IVR) are enabled and can be navigated. But at the point of payment, SecureMode is activated, and agents (and call recordings) only hear a flat tone. Payment details are then captured, and either passed directly to the payment gateway (or BT SafePay), or to the CRM for secure onward processing. BT ensures that card details are never captured in recordings, but the rest of the conversation is, achieving compliance without compromising efficiency.

The agent and caller remain connected throughout, which is great for continuity and the customer experience.

Availability

BT Secure Contact is a global solution. For more details of what is available in your country, contact your Account Manager.