Call center data security and compliance provider
With the global pandemic forcing many call and contact centers to have employees working from home or other locations, customers making payments through those centers are likely to engage in multiple digital touchpoints and modalities. Consumers are increasingly expecting to be able to make payments by phone, through text messaging, chat boxes, QR codes or email.
“With upwards of 40 shared customers and many mutual channel partners, formalizing this partnership was a natural next step,” Iain Regan, chief revenue officer at Boston-based Semafone, said in a Tuesday press release. Semafone and Avaya have collaborated on other security projects for the past year.
“As we continue to expand globally, Avaya will be instrumental in bringing our data security and compliance solutions to new markets," Regan added. "Our ability to address complex compliance issues as many organizations are migrating to remote working models will enable Avaya and its partners to help contact centers create secure and positive customer experiences across all customer engagement channels no matter where agents are based.”
The integration of Semafone’s DevConnect certified, secure payment technology with Avaya OneCloud enterprise controls enables Cardprotect Voice+ to be deployed and used across all global Avaya contact center solutions. With flexible deployment options, PCI-compliant telephone payment transactions can be delivered to Avaya customers in the cloud, via hybrid cloud or on-premise, helping contact centers to deliver a secure and frictionless customer experience.
Semafone and U.K.-based Avaya are expanding their partnership further with future plans to integrate Semafone’s omnichannel payment solution with Avaya OneCloud, a communications platform as a service, to provide privacy and PCI DSS compliance across the call center industry.
“Data privacy and compliance are today’s common challenges across every touch point of the customer journey, and Avaya puts security front and center,” Eric Rossman, Avaya vice president of technology partners and alliances, said in the release. “We have worked on multiple, successful security programs with Semafone in various markets. This agreement cements an existing strong alliance and grants our business partners and customers access to the value that their solutions bring."
