Managing contact centres is a tough part of doing business, with one of the major challenges being compliance with data security regulations. For any organisation handling customer payments in the contact centre, having a failsafe approach to managing both security and compliance is of strategic importance. Aside from any potential financial penalties from non-compliance, your organisation’s reputation and customer trust could be severely damaged. Unfortunately, too many businesses still use outdated Pause and Resume call recording methods in an attempt to tick the compliance checklist. Pause and Resume has the potential to expose organisations and contact centres to unnecessary risks, possible threats and incidences of non-compliance. Especially with more organisations operating remote or hybrid working, which means sensitive payment data could be captured or stored illegally by employees. In this episode Nikki Von Seggern is joined by PCI Pal’s CISO, Geoff Forsyth, as he explains the threats posed by outdated Pause and Resume call recording technology. Helping listeners find an easier path to compliance with data security regulations, and less chance of being fined for a data breach.

With customer service a top priority for companies, and consumers open to new options, the payments landscape is primed to expand and evolve over the coming year. In this episode, PCI Pal’s CMO, Jane Goodayle, is joined by the company’s VP of Product, Alessandro Dalla Volta, who outlines key payment trends and his predictions for 2023.   Highlights include: The emergence of Open Banking powered payments within the contact centreDevelopments in AI in the contact centre and the benefitsWhat payment methods can consumers trust? Recommendations for organisations looking to re-asses their payment process in 2023

In this episode from Secure Payments, we take the time to cover some of the intricacies and actions required of the release of PCI DSS 4.0. The newest regulations have brought with them significant changes and requirements for organisations. PCI Pal recently partnered with industry leader, Verizon, to generate a whitepaper titled ‘Keep Calm and Simplify,’ addressing contact centre best practices in the wake of the updated regulation. In this episode, Verizon’s Head of Global Business Intelligence, Ciske Van Oosten, and PCI Pal’s CISO, Geoff Forsyth, join us to dive a little deeper into the topic surrounding PCI DSS in the contact centre. Highlights include: How global contact centres are undergoing significant changeHow complexity is increasing in payment securityThe impact of PCI DSS v4.0 on the contact centreThe need for the new set of standardsWhich PCI DSS requirements are most relevant to the contact centreSolutions to aid contact centres in an improved payment security processReducing scope of PCI DSSDTMF interception, masking, and how the technology worksNext steps following the release of PCI DSS v4.0 Join the discussion now!

The compliance landscape is changing, with the recent release of the updated PCI DSS standard, PCI DSS v4.0. Back in 2020 PCI Pal's CISO, Geoff Forsyth, chatted with Jane Goodayle about 'Compliance in the Cloud'. In the episode, Geoff discussed designing and delivering a global cloud platform for achieving PCI DSS compliance and offered his advice and considerations to organisations embarking on their own cloud journey.  The latest episode of Secure Payments sees Jane and Geoff revisit the topic and analyse how the release of PCI DSS v4.0 affects achieving and maintaining Compliance in the Cloud going forward.

We recently held our inaugural virtual event Payments: The Future of Security and CX.   Speakers from our global ecosystem came together to discuss the trends in the market, showcase innovative solutions, and provide insights into the future of payment security and compliance.   In this episode we are joined by some of the event’s speakers where, together, we delve further into the pressing topics for the payments and CX industries in 2022.   Guests include: Jennifer Rossi – Senior Sales Executive, Worldpay Mayur Pitamber – Senior Director of International Product Marketing, 8x8 Colin Crowley – CX Advisor, Freshworks Jayesh Patel - PCI Pal Advisory Committee Paul Rogers - Chairman, Vendorcom

In this episode PCI Pal's SVP Global Marketing, Jane Goodayle, discusses how excellent customer experiences can be maintained in tandem with the best practice in payment security. A common concern we hear when organisations review their payment security technology is the potential disruption to the end user. Nothing sees customers' trust erode quicker than their personal data being stolen. With loyalty on the line, there is no bigger challenge for a business than the fall-out of a data breach.  It's time to invest in customer relationships. At what intersections do compliance and customer experience combine? Can they ever be a match made in heaven or will one always compromise the other? Today we explore five security and CX potions to make your customers love you.

The pandemic has forced many organisations to change how they interact with their customers. Many retailers, for example, adopted a direct-to-consumer approach, using apps and social media in place of physical outlets. A significant number of organisations have retained remote workforces – or at least hybrid working – and these shifts have demanded a fresh approach to customer experience strategies, with an emphasis on delivering a seamless customer experience no matter where agents or customer services teams are located. Part of this is to ensure that security is woven into the heart of all customer interactions – particularly when handling customers’ card payments. As we enter 2022, consumers want businesses to ensure their personal data, including payment information is safe, and businesses need to have a concrete game plan in motion to make consumers feel secure.  In this short episode, PCI Pal’s Data Protection Officer, Innes French, provides predictions that all CX managers should consider in order to strike a balance between providing a frictionless customer experience with the security measures that customers expect and compliance regulators will be auditing. Reset and re-evaluate your security strategiesStop fearing the unknown and focus on existing threatsMake payment security compliance a year-round concern, not an annual tick-box exerciseIt’s time to get serious about making cybersecurity a CX priority

This episode is taken from Calabrio's 'Working Smarter' podcast. PCI Pal's Chief Revenue Officer, Darren Gill, joins Calabrio to discuss PCI Compliance and common misconceptions around the standard before offering businesses advice on how to secure card payments.

This spooky season, Nicole Von Seggern and Nick Johnson discuss the five data security threats and scares that make the hairs on the back of contact centre managers' necks stand up.  But, fear not, for the duo also cover what protections organisations can put in place to avoid them.

Hackers work around the clock to steal data for profit and these opportunistic cybercriminals are further capitalising on remote working situations. Australian Consumers are rightfully holding businesses accountable for lax data security practices. Join PCI Pal’s CISO, Geoff Forsyth, and Len Power, Channel Account Manager at Comms Channel, in this latest instalment of ‘Secure Payments’. They will discuss the state of payment security within Australian contact centres, and how they can meet the highest compliance and security standards in order to build and maintain customer loyalty and trust. Listeners will learn: How contact centres can process credit card payments securely whilst working from homeHow a business’s poor data security practice can impact customer loyalty and future spendLooking ahead to PCI DSS 4.0 – what the much anticipated update means for businesses processing card payments, how the auditing process will change and what organisations can do to prepare

PCI Pal was invited to join our partner, 8x8 and joint customer, Liverpool City Council, to speak at this year’s SOCTIM President’s Week conference. In 2020, spurred on by lockdown, public sector IT leaders found themselves at the forefront of a digital communications revolution. The race to keep staff and the local community connected saw many abandon their outdated on-premises systems in favour of cloud communications. Once the immediate need to securely enable a remote contact centre was addressed, innovative organisations, like Liverpool City Council, quickly realised that cloud communications provide far-reaching opportunities to reimagine how they serve the public. This episode is the recording, taken from the conference, where PCI Pal’s Director – Channel Sales, Phil Jude, Liverpool City Council’s Assistant Director ICT, Alison Hughes and 8×8’s Public Sector Director, Russell Tilsed, discuss service delivery best-practice beyond the cloud contact centre and why the public sector is leading the way. - The challenges and opportunities of enabling a cloud contact centre - Lessons learned about empowering an agile workforce - What does good communication look like in the post-pandemic era? - How IT leaders can shape public service delivery models - Maximising performance using AI and IVR automation - How public sector organisations can secure payments while operating remotely - How having the right technology and security solutions in place are key to maximising performance, while also remaining fully compliant.

There is a buzz in the compliance industry about the new version of PCI DSS, due for release in early 2022. In this episode, Sujith Parambath, Head of PCI Consulting Services at IT Governance talks with PCI Pal's CISO, Geoff Forsyth, about the new v4.0 standard and the impact it will make to the way organisations achieve PCI compliance. The pair look at what’s new within the standard, how QSA’s will assess companies against the new requirements (including the major shift from a prescriptive to a subjective compliance model) and discuss some of the challenges this will bring for organisations and QSA’s alike.

In this short episode host, Jane Goodayle, is joined by industry experts to discuss the changes to payments, security and customer experience as a result of the Covid-19 outbreak. Are remote contact centre agents here to stay? If so, how can businesses ensure payments are secure?Has the pandemic changed customer expectations?How has the pandemic impacted the world of payments and security? Are these changes permanent? Guests include:Ciske Van Oosten, Head of Global Business Intelligence, VerizonNeira Jones, PCI Pal Advisory Committee Member, PCI PalJames Tessier, Marketing Insights Lead, Oracle Cory Haynes, VP of Financial Service & Insurance Strategy, TalkdeskEric Bushman, VP Solutions Engineering, Worldpay from FISGeoff Forsyth, CISO, PCI Pal

PCI Pal recently held its inaugural virtual conference 'Payments: The Future of Security and CX'. Attendees from around the globe gathered to discuss and learn about the future of payment security and customer experience. We invited industry experts to host breakout sessions during the conference, sharing their views and insights on the future of payments, compliance, security and customer experience within the contact centre and wider business communications environments. In this epsiode we follow up with some of the event's contributors and probe them further on their views and predictions around the future of payment security and customer experience.   Guests include: Ciske Van Oosten, Head of Global Business Intelligence, Verizon Neira Jones, PCI Pal Advisory Committee Member, PCI Pal James Tessier, Marketing Insights Lead, Oracle Enterprise Communications Cory Haynes, VP of Financial Service & Insurance Strategy, Talkdesk Eric Bushman, VP Solutions Engineering, Worldpay from FIS

The latest episode ‘Five Agenda Items for CISOs in 2021’ is hosted by PCI Pal's own chief information security officer, Geoff Forsyth, who discusses the key topics on his ‘to do list’ right now.  The top five topics that CISOs should be thinking about as we enter 2021: Brexit and the ramifications for payment security now we are out of the EU. The Max Schrems II ruling and new SCCs. Compliance in the cloud – planning to move your IT infrastructure over to the public cloud this year?  Some compliance guidance from Geoff as you start that journeyRemote Working – a hot topic of 2020 that has accelerated the pace of change, what you need to know regarding securing payments from anywhere.PSD2 – ‘Soft Declines’, SCA Exemptions and 3DS2.2 Lots of buzzwords and deadline extension pushbacks. What is it all about and what do you need to do?Preparing for PCI DSS 4.0. Security as a continuous process. Replacing compensating controls with a customised approach.

As we enter the season of resolutions, where many of us are trying to break habits, we discuss why compliance is one habit you should maintain all year round. Jane Goodayle is joined by PCI Pal’s Data Protection Officer, Innes French, to analyse why compliance rates continue to fall and why few organisations are able to keep a minimum baseline of security controls in place. They look at why organisations let compliance slip after the ‘all-important’ first audit and Innes shares advice on how companies can turn compliance into a (good) habit.

The cloud brings lots of advantages to businesses, but also a lot of its own challenges. In this podcast episode, Jane Goodayle is joined by PCI Pal’s CISO, Geoff Forsyth, to discuss designing and delivering a global cloud platform for achieving PCI DSS compliance. Geoff also offers advice and considerations to organisations embarking on their own cloud journey.

Data breaches and cyberattacks occur on a daily basis and are something every organisation must prepare against. The Public Sector and government departments are, of course, no different. Although the reputational damage and financial consequences of a data breach may be difficult to bear. Ensuring adequate measures are therefore in place to safeguard data is a must, particularly when you take into consideration the significant amount of personal data these types of organisations hold on members of the public. In this podcast, Jane Goodayle is joined by Phil Painting from Civica to discuss the common difficulties public sector organisations face when it comes to securing payments and adhering to PCI DSS. They look into why it is crucial that systems and processes are in place to protect customer information and to ensure your organisation complies with the very latest data protection and security compliance guidance and regulations.