Hosted IVR

October 03, 2012

Drishti's Ameyo Offers DTMF Masking for Secure IVR Transactions

By Jayashree Adkoli
TMCnet Contributor

The use of interactive voice response (IVR) systems, automated dialers and customer relationship management (CRM) is on the rise, due to the various benefits they offer. One among these benefits is online and telephonic money transactions.

The big question: how secure are these transactions? A minor malfunction or misuse of confidential customer information by a third party could damage the company’s reputation. Consequently, deploying the right transactional security measures is vital for businesses that engage in heavy online and telephonic transactions.

In an effort to address this issue in general and to ensure that every transaction through an IVR system is safe and secure, Drishti-Soft’s Ameyo has started offering Dual-tone multi-frequency signaling (DTMF) Masking, which ensures enhanced IVR transaction security.

According to Ameyo, its IVR solution provides numerous features, such as handling of large call volumes, the creation of complex call flows, self and assisted service for query or dispute resolution, transaction processing, pin retrieval, password/pin generation; and more.

Ameyo’s IVR module also offers text-to-speech (TTS) integration, automatic speech recognition (ASR) integration, database integration, scripting capabilities, complete blind recording (with compression and multimedia operations), and e-mail/SMS/fax integration – for self-service operations.

Officials with Drishti-Soft were quoted saying the company has started offering Ameyo's DTMF Masking to ensure safe and secure transaction through an IVR system.

According to Ameyo, the secure transaction occurring through DTMF Masking is not only compliant to PCI (News - Alert)-DSS standards, but also ensures that no third-party source gains access to the inputs provided by customers for any misuse.

With the help of this masking technology, contact centers and enterprises can protect customers’ confidential information from being tampered with.

"New modes of transactions are on the rise, with both online and over the phone transactions taking a huge chunk of consumer purchases, mainly due to the ease of use,” said Sachin Bhatia, VP of new business development, Drishti-Soft. “However, the problem comes in with security; a single blip could ruin a relationship, and with the modern social communities, this distrust could spread like wildfire.”

“Employing the right transactional security measures is critical for businesses that engage in heavy online and over the phone transactions in order for them to give their customers some peace of mind and engage in repeat purchases for future growth," Bhatia added.

In recent news, Drishti's Ameyo solution was integrated with a reporting feature – Reportik – that enhances the provisioning of CTI (News - Alert) solutions to businesses worldwide.

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Edited by Braden Becker