In this short episode host, Jane Goodayle, is joined by industry experts to discuss the changes to payments, security and customer experience as a result of the Covid-19 outbreak.
Are remote contact centre agents here to stay? If so, how can businesses ensure payments are secure?Has the pandemic changed customer expectations?How has the pandemic impacted the world of payments and security? Are these changes permanent?
Guests include:Ciske Van Oosten, Head of Global Business Intelligence, VerizonNeira Jones, PCI Pal Advisory Committee Member, PCI PalJames Tessier, Marketing Insights Lead, Oracle Cory Haynes, VP of Financial Service & Insurance Strategy, TalkdeskEric Bushman, VP Solutions Engineering, Worldpay from FISGeoff Forsyth, CISO, PCI Pal

Post Pandemic Payments

Welcome to Secure Payments, PCI Pal's podcast that provides easy-to-digest advice, guidance and interesting discussion on a range of issues relating to payments, compliance and customer experience. Each episode explores different topics, industries and territories, welcoming guest speakers who are experts in their field.
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Managing contact centres is a tough part of doing business, with one of the major challenges being compliance with data security regulations. For any organisation handling customer payments in the contact centre, having a failsafe approach to managing both security and compliance is of strategic importance. Aside from any potential financial penalties from non-compliance, your organisation’s reputation and customer trust could be severely damaged.
Unfortunately, too many businesses still use outdated Pause and Resume call recording methods in an attempt to tick the compliance checklist.
Pause and Resume has the potential to expose organisations and contact centres to unnecessary risks, possible threats and incidences of non-compliance. Especially with more organisations operating remote or hybrid working, which means sensitive payment data could be captured or stored illegally by employees.
In this episode Nikki Von Seggern is joined by PCI Pal’s CISO, Geoff Forsyth, as he explains the threats posed by outdated Pause and Resume call recording technology. Helping listeners find an easier path to compliance with data security regulations, and less chance of being fined for a data breach.

Securing Contact Centres: Beyond Pause and Resume Call Recording

With customer service a top priority for companies, and consumers open to new options, the payments landscape is primed to expand and evolve over the coming year. In this episode, PCI Pal’s CMO, Jane Goodayle, is joined by the company’s VP of Product, Alessandro Dalla Volta, who outlines key payment trends and his predictions for 2023.
 
Highlights include:

The emergence of Open Banking powered payments within the contact centre
Developments in AI in the contact centre and the benefits
What payment methods can consumers trust? 
Recommendations for organisations looking to re-asses their payment process in 2023

Payments Trends and Predictions for 2023

In this episode from Secure Payments, we take the time to cover some of the intricacies and actions required of the release of PCI DSS 4.0. The newest regulations have brought with them significant changes and requirements for organisations. PCI Pal recently partnered with industry leader, Verizon, to generate a whitepaper titled ‘Keep Calm and Simplify,’ addressing contact centre best practices in the wake of the updated regulation.
In this episode, Verizon’s Head of Global Business Intelligence, Ciske Van Oosten, and PCI Pal’s CISO, Geoff Forsyth, join us to dive a little deeper into the topic surrounding PCI DSS in the contact centre.
Highlights include:

How global contact centres are undergoing significant change
How complexity is increasing in payment security
The impact of PCI DSS v4.0 on the contact centre
The need for the new set of standards
Which PCI DSS requirements are most relevant to the contact centre
Solutions to aid contact centres in an improved payment security process
Reducing scope of PCI DSS
DTMF interception, masking, and how the technology works
Next steps following the release of PCI DSS v4.0

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Keep Calm and Simplify

The compliance landscape is changing, with the recent release of the updated PCI DSS standard, PCI DSS v4.0.
Back in 2020 PCI Pal's CISO, Geoff Forsyth, chatted with Jane Goodayle about 'Compliance in the Cloud'. In the episode, Geoff discussed designing and delivering a global cloud platform for achieving PCI DSS compliance and offered his advice and considerations to organisations embarking on their own cloud journey. 
The latest episode of Secure Payments sees Jane and Geoff revisit the topic and analyse how the release of PCI DSS v4.0 affects achieving and maintaining Compliance in the Cloud going forward.

PCI DSS v4.0: What it means for Compliance in the Cloud

We recently held our inaugural virtual event Payments: The Future of Security and CX.
 
Speakers from our global ecosystem came together to discuss the trends in the market, showcase innovative solutions, and provide insights into the future of payment security and compliance.
 
In this episode we are joined by some of the event’s speakers where, together, we delve further into the pressing topics for the payments and CX industries in 2022.
 
Guests include:
Jennifer Rossi – Senior Sales Executive, Worldpay
Mayur Pitamber – Senior Director of International Product Marketing, 8x8
Colin Crowley – CX Advisor, Freshworks
Jayesh Patel - PCI Pal Advisory Committee 
Paul Rogers - Chairman, Vendorcom

Post Pandemic Payments

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