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The latest thinking from Eckoh

'But we NEED to keep the PAN in call recordings.' Really?

Wednesday, 04 November 2015 PCI DSS compliance

'But we NEED to keep the PAN in call recordings.' Really?
As I've discussed before, I often hear call centre executives tell me that they retain the PAN in call recordings. One point which they claim makes it acceptable or sensible is:

'It's easy: we encrypt the PAN in our call recordings.' Really?

Wednesday, 04 November 2015

'It's easy: we encrypt the PAN in our call recordings.' Really?
1. You can't store sensitive authentication data in call recordings (for contact centres - the 3- or 4-digit CV2 security checksums).

Latest Data Breach: Why do companies still risk storing customer data?

Wednesday, 04 November 2015 PCI DSS compliance

Latest Data Breach: Why do companies still risk storing customer data?
With yet another high profile data breach hitting the headlines this week, it emphasises the absolute necessity for organisations to protect customer data...

'We don't ask for CV2 during phone payments.' Really?

Wednesday, 04 November 2015 PCI DSS compliance

'We don't ask for CV2 during phone payments.' Really?
I've probably been into a few hundred contact centres, and I continue to visit them regularly as part of my work. I am genuinely flabbergasted when I hear a version of this statement:

“We’re PCI DSS compliant!” Maybe, but are you still at risk?

Wednesday, 04 November 2015 PCI DSS compliance

“We’re PCI DSS compliant!” Maybe, but are you still at risk?
When questioned if their payment data is secure, a common merchant response is: “We are PCI DSS Compliant”. However, data breaches continue to make headlines.

Seven questions to ask when outsourcing your contact centre payments

Wednesday, 04 November 2015 PCI DSS compliance

Seven questions to ask when outsourcing your contact centre payments
If you take contact centre payments, you will most likely be looking for ways to protect your customers’ data and achieving PCI compliance.

Pause and Resume – How secure is it?

Monday, 02 November 2015 PCI DSS compliance

Pause and Resume – How secure is it?
Payment card fraud is rising by an alarming rate, especially where the cardholder isn’t present for the transactions. As a result, merchants are under increasing pressure to secure their payment channels.

What’s in a number? Tokenisation

Monday, 02 November 2015 PCI DSS compliance

What’s in a number? Tokenisation
Recently, Visa Europe launched its Private BIN (Bank Identification Numbers) range for organisations that want to create internal identifiers. These have the same format as Visa Primary Account Numbers (PANs) but will never be used in the ‘real world’. There are three main reasons to do this:
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Eckoh (@Eckoh)

Eckoh (@Eckoh)

With Eckoh's co-browsing solution, your #contactcentre agents can mitigate customer frustration and confusion by sharing screens with them to identify their online issues promptly and direct them on how to overcome them. Find out more: bit.ly/2LZ6GzI #screenshare
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Eckoh's Hosted #IVR solution delivers Self-Service customer engagement tools across phone, web, mobile app and #chatbot. We also offer a Visual IVR solution to transforms customer smartphone engagement through additional visual information and prompts. bit.ly/2x9tFxL
Eckoh (@Eckoh)

Eckoh (@Eckoh)

When your #KnowledgeBase is used by a customer, they can use their own words to find answers to their questions without having to speak directly to an agent. It learns from usage, so it presents trending themes to match user searches or channel choice. bit.ly/2Ek8VHv

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