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De-scoping your contact center - what vendors won’t tell you
Monday, 11 March 2019

How many customer payment channels do you have today? Securing all of them to PCI DSS standards can sometimes prove tricky.

What vendors wont tell you 900

SSL is good for online security, and Chip & Pin is ideal for face-to-face sales but what about transactions made over the phone to your contact center?

Here's where life can get foggy, confusing and risky. However, this at-a-glance guide will help you to know exactly what you're buying so you can avoid costly and embarrassing mistakes.

De-scoping the contact center: What are my objectives?

If you're a customer service director, contact center manager, chief security officer or head of compliance then you'll have a special interest in contact center security for three good reasons:

#1 Staying secure

Card-not-present (CNP) fraud in the US is set to reach $7.2 billion by 2020. A security breach can cost companies dearly in terms of fines, customers and lost reputations

#2 Keeping compliant

You'll also want to maintain PCI DSS compliance to achieve industry standards and pass those regular audits that keep you on the right side of the major card schemes.

#3 Being cost effective

Let's be honest, PCI DSS compliance doesn't really boost your bottom line. But it's important that contact center security costs don't escalate out of control.

But here's the health warning ...

The method you use to achieve these goals is up to you. But worryingly, some companies may believe they are secure, compliant and cost effective only to discover they were wrong when there's a data breach or they fail an audit. Why? Because they didn't ask critical questions early on.

To discover how to choose the right PCI DSS compliance partner while keeping your eyes open download our mini guide to 'De-scoping what you need to know that some vendors won’t tell you'.

If you’d like to talk to us about anything to do with PCI DSS compliance and secure payments, give us a call on 866 258 9297 or drop us an email at This email address is being protected from spambots. You need JavaScript enabled to view it.

About the Author

Tony Porter

Tony Porter

Head of Global Marketing Tony has over 30 years’ experience in sales, marketing and business development and currently leads these activities for Eckoh in both the US and UK markets and across all sectors. Tony’s role focuses on helping contact centers to improve their customer engagement, making them convenient and secure for consumers to use. He understands the challenges organizations face around PCI DSS compliance and how to make the Omnichannel contact center experience a satisfying reality. He is a regular speaker at events on topics such as PCI DSS, GDPR, contact center technology, IVR solutions, self-service, secure payments, marketing and business development.

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Eckoh (@Eckoh)

Eckoh (@Eckoh)

Navigating through an online issue with a customer can be difficult when you cannot see what the customer is experiencing. But with Eckoh's co-browsing solution, contact centre agents and customers can share screens for better clarity and demonstration: bit.ly/2LZ6GzI
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Contact centres must protect customer card data — but the wrong PCI DSS strategy can hold back your business. Sometimes, only a security rethink will give you the freedom to thrive. Read more: bit.ly/34C3mjt #PCIDSS #contactcentre
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Here are a few benefits of our Knowledge Base Internal solution: ✔Agents can respond faster ✔Improves the consistency and accuracy of responses ✔Make the most of your existing knowledge assets ✔Agents can search in their own words bit.ly/2Ek8VHv #contactcentres