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Glossary

    A

  • Any call or shopping basket transaction that was ended before completion.
  • The financial institution that maintains a merchant’s account for card payments.
  • An individual who handles customer interactions.
  • A payment taken by an agent in communication with a customer.
  • The average length of a customer’s call.
  • Cognitive technology that is programmed to behave like humans.
  • Any payment method that is not cash, credit or debit card.
  • Attestation of Compliance is a declaration of an organization's compliance to PCI DSS.
  • Application Programming Interface allows different computer programs to communicate.
  • Someone who determines if an organization is compliant with PCI DSS external scanning requirements.
  • Technology that allows humans to speak to a computer interface.
  • A regular inspection of an organization’s systems and processes to ensure they are PCI DSS compliant.
  • Process of verifying a customer’s identify through specific criteria.

    • B

  • Unique human physical characteristics such as voice, face or fingerprints.
  • Intelligent virtual assistants that can help with all parts of customer engagement.

    • C

  • The recording of a telephone conversation for business or compliance purposes.
  • A patented, secure payment solution for agent assisted payments over the phone.
  • California Consumer Protection Act.
  • Card Data Environment.
  • The switching of an engagement from one channel to another.
  • The communication medium used by a customer to get in touch.
  • A real-time, text-based method of communicating.
  • An automated self-service technology for handling enquiries.
  • A technology for taking secure payments within a chat or chatbot session.
  • Cardholder Data.
  • A card transaction where the merchant cannot physically see the payment card.
  • A process used to mitigate risk when not able to meet a PCI DSS requirement.
  • The ability to meet the requirements of standards and regulations.
  • A business function that is primarily responsible for handling customer interactions.
  • What it feels like for a customer to interact with an organization.
  • The provision of services in response to customer enquiries.
  • Card Verification Value or Card Verification code.

    • D

  • The malicious or accidental release of sensitive, private or confidential information to an untrusted environment.
  • Solutions that only tackle surface-level threats and not the larger environment.
  • The removal of parts of an organization from the scope of an audit.
  • Customer contact channels making use of digital technology.
  • An approach that uses technology to deliver products and services better.
  • An electronic device that stores all your payment details in one location, typically an app.
  • Customers who abandon their engagement before it is completed.
  • Dual Tone, Multi-Frequency, which is the tone that’s heard with each press of a key on a touchtone keypad.

    • E

  • Another name for a Digital Wallet Payment where the payment data is stored within an app.
  • A conversational self-service platform that uses Natural Language technology to greet customers by simply asking ‘how can I help you?’

    • F

  • Hardware and/or software technology that controls network access.
  • A contact center objective to handle customer calls efficiently and seamlessly.
  • A payment that does not require data to be entered.

    • G

  • A payment service provided by an e-commerce application provider that authorises card payments.
  • General Data Protection Regulation covering how European Union citizens’ data is handled.

    • H

  • Anyone who attacks your IT systems to gain data for fraudulent or criminal use.
  • An unseen agent who works behind the scenes of an automated process in case of need.
  • A US national standard to protect sensitive patient health information.
  • An agent working from their home environment rather than an office.
  • Services that organisations access from external service providers.

    • I

  • An engagement between a customer and an organization for service or sales.
  • Entity that issues payment cards or performs, facilitates, or supports issuing services.
  • An automated phone-based assistant that can perform tasks in place of or supporting live-agents

    • J

  • The route and experience a customer has when engaging with an organization.

    • K

  • A centralised and searchable database of an organisations relevant knowledge.

    • L

  • Merchants and payment service providers fit into different risk levels.

    • M

  • In the context of PCI DSS, it is a method of concealing a segment of data when displayed or printed or spoken.
  • An element of an IVR from which customers select an option for the next step of their journey.
  • An entity that accepts payment cards as payment for goods or services.
  • Text messaging that can be used for one- or two-way communication.
  • The Markets in Financial Instruments Directive.
  • Acronym for “Mail-Order/Telephone-Order”.
  • The use of several channels to offer customer service.
  • Method of authenticating a user using more than one type of factor.

    • N

  • A conversational, full self-service support solution and/or call routing assistant.
  • The inability to meet the required standards or regulations necessary.

    • O

  • The use of every available channel, interconnected, to deliver customer service.
  • Agents, hardware of software that is physically located on a client site.
  • The passing of a service to a third party to handle on your behalf.

    • P

  • Point to Point Encryption.
  • Payment Application Data Security Standard.
  • Primary Account Number.
  • A patented technology holds an exclusive right which is granted for an invention.
  • A manually triggered solution where the agent pauses the call recording before taking any sensitive data such as payment card details.
  • Apple Pay, Google Pay, PayPal or Pay by Bank app.
  • A payment made directly from you bank account to the payee.
  • A payment made by clicking on a web link.
  • Any credit or debit card used to make a payment.
  • The various means a customer can use to get in touch with an organization and make a payment.
  • The different ways a customer can pay.
  • An entity that handles payment card transactions on behalf of another entity.
  • Payment Card Industry Data Security Standard.
  • Payment Card Industry Security Standards Council.
  • Checking for vulnerabilities in security systems and environments of an organization.
  • PCI Forensic Investigator.
  • Personally Identifiable Information.
  • Payment Services Directive 2.
  • Payment Services Provider.

    • Q

  • Qualified Security Assessor.

    • R

  • Rules and standards to which organisations seek to be compliant.
  • An agent that is working away from the premise of an organization.
  • Elements of any project that are designated to be completed by nominated parties.
  • A clear schedule of the compliance elements for PCI DSS.
  • Report on Compliance.
  • Any agent who seeks to gain sensitive information to use fraudulently.

    • S

  • Sensitive Authentication Data.
  • Self-Assessment Questionnaire.
  • Strong Customer Authentication.
  • The defining of components to cover in any audit or inspection.
  • These are payments that appropriately protect the sensitive data.
  • Automated technology so customers can interact without involving an agent.
  • Any data that can be used to identify a person or financial details.
  • Any organization that delivers a service to a customer.
  • Technology that allows organisations to monitor and analyse all social media channels.
  • A payment that is made by speaking the card details to an automated system.

    • T

  • The replacement of live data with dummy data for security purposes.

    • U

  • To successfully convince a customer to purchase additional items.

    • V

  • An alternative name for a chatbot or AI customer service solution.
  • A list of PCI DSS compliant service providers.
  • An extension of IVR engagement to include visual elements for smart devices.
  • Areas of weakness in an organization that could be a fraud risk.

    • W

  • Secure payments taken within the actual chat session.

    • Y

  • Eckoh is one of the longest serving PCI DSS Level One Service Providers.