Why Using the Keypad is Safer
Today, there's a security risk every time you ask your customers to tell you their card details aloud over the phone. Numbers can be heard by the agent, or anyone standing near to the customer. The numbers are also on the call-recordings that are stored.
But trying to secure payment details that are given out over the phone is complex. Human interactions cannot be locked down in the same way as web or app payments. That's why many organization are now choosing DTMF Masking solution for their telephone payment security.
So how does DTMF work and why does the PCI Security Standards Council think DTMF masking solutions provide a robust answer?
DTMF: The Alternative to Voice
Instead of asking your customers to read out card details over the phone, you can ask them to use their telephone keypad — so no-one can hear the numbers.
This approach provides clear security advantages but it's not foolproof. The keypad tones can be intercepted or taken from call recordings and then deciphered — to reveal the card numbers.
DTMF means Dual Tone, Multi-Frequency. These are the sounds made by a 'touchtone' keypad.
When keys are pressed , they generate two types of tone frequencies. One is from a high-frequency range and the other from a low frequency group. A voice cannot imitate these tones.
How DTMF Masking Gives You PCI DSS Compliance
DTMF masking is an ingenious way to secure telephone payments. Here's the background story and how it works.
Eckoh launched EckohPAY in 2009. This hosted IVR system allowed customers to make phone payments using an automated system after they had spoken with an agent. Details were captured by our PCI Level 1 compliant platform and payments were authorized.
But splitting the process in two isn't exactly customer friendly. Surely, it would be better for the agent to stay on the call during the whole transaction process?
We made that possible two years later by launching CallGuard. This solution turns DTMF keypad tones into anonymous 'flat/monotones'. Put simply, tones are 'masked' and the numbers cannot be identified. Conversations between agents and customers can carry on, uninterrupted. Call recordings cannot pick up DTMF tones either.
As card details are tapped in, fields on the agent's screen are populated. But the agent can only see the last four digits of the number, as an identifier. The other numbers are replaced by asterisks.
Looking For an Ultra-Fast De-Scoping Solution?
Need to de-scope your entire contact center quickly? If so, you may want to consider our new audio tokenization solution. Requiring no IT integration, it's fast to set-up and can de-scope all your environment. It's ideal if you're short on time and resources.