November 30, 2011
NewVoiceMedia Unveils Cloud-Based IVR Service that Meets PCI Compliance
By Rajani Baburajan, TMCnet Contributor
NewVoiceMedia (News - Alert), a provider of contact center solutions, announced the launch of its new cloud-based interactive voice recognition service that enables companies to comply with the Payment Card Industry Data Security Standard, PCI (News - Alert) DSS.
The cloud-based IVR combines NewVoiceMedia's existing automated card payment IVR with the ability to deal with a real human for the rest of the call. During the process, the agent dealing with the call transfers it to the IVR in the middle of the call to retrieve customer’s card data. The call is then returned to the agent for completion.
"It is just like handing the customer the in-store chip and pin device and looking away as they put in their PIN number," said NewVoiceMedia CEO Jonathan Gale, in a statement. He continues, "Our customers are really excited about this approach as it allows the agents to deal with callers throughout the transaction, providing a personal touch, but not having to take their sensitive card data."
As the IVR is completely cloud based, it can be deployed quickly and scaled up immediately to meet the growing needs of contact centers. All they require is an agent to handle the call.
The advantage of this service is that it is more personal, so “agents can be turned into real ambassadors rather than be shackled by cumbersome technology," says Gale. Meanwhile it also enables contact centers to meet the PCI compliance that has been mandatory since last year for companies taking credit cards over the phone.
“We’re now able to take payments in 25 different countries working with diverse currencies, safe in the knowledge that we are fully compliant with PCI regulations," said Jag Tucker, global front office operations manager at SHL, a NVM customer which is now using the mid-call IVR.
By enabling contact center agents to process smaller payments seamlessly, the company has improved its cash flow and freed up its credit control department to chase the larger invoices, Tucker said.
TMCnet recently reported that Plum Voice is offering both hosted and onsite IVR systems. The onsite systems are built primarily for those who prefer managing their own equipment. The hosted IVR solutions offered by Plum Voice are built on the Plum VoiceXML (News - Alert) platform.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Juliana Kenny
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