Semafone wins PCI Award for Excellence for its work with the Caravan and Motorhome Club
Guildford, Surrey, 25th January 2019 - Semafone® patented Cardprotect™ solution has been recognised once again as the industry-leading solution for contact centre PCI DSS compliance and data protection at the PCI Awards for Excellence, run by AKJ Associates. The award was given to Semafone for its “exemplary real-life PCI DSS project” with the Caravan and Motorhome Club.
The implementation of Cardprotect™ enables the Caravan and Motorhome Club to be PCI DSS compliant whilst maintaining high standards of customer service. By implementing Semafone’s Cardprotect™ solution, members can input their payment details directly using their telephone keypad. Sensitive card data by-passes the contact centre completely, achieving PCI DSS compliance without interrupting the conversation between agents and members while they pay. No card details are captured on call recordings – enabling the organisation to record calls without inadvertently capturing data.
The project saw a rise in both customer and agent satisfaction, with members expressing appreciation for the extra security the Club had put in place. As the Semafone system is cloud-based, it’s also easy for the Club to add additional agents to accommodate peak times and seasonal demands.
Jon Laws, the Club’s Financial Controller, explained, “As a membership organisation, maintaining high levels of customer satisfaction is our number one priority and any system we chose had to work well for all our members. Our mission was to keep members’ data safe without getting in the way of their ability to communicate with us, and we are delighted to have achieved this!”
CEO Tim Critchley said “We are thrilled to have won the PCI Excellence Award for the third year in a row! The need for stringent data protection is more important than ever; helping companies to descope their contact centre environment and achieve PCI DSS compliance is a key part of data security. The Caravan and Motorhome Club is a great example of how organisations can protect customers while offering outstanding levels of service.”
This is the third year running in which Semafone has achieved success at the PCI Awards for Excellence. In previous years the company won an award for projects with broadcast giant Sky, insurance company AXA and the online retailer AO.com.
Semafone provides software to contact centres so they can take personal data securely over the telephone. Semafone’s data capture method collects sensitive information such as payment card or bank details and social security numbers directly from the customer’s telephone keypad for processing. This prevents personal data from entering the contact centre, which protects against the risk of fraud and the associated reputational damage, ensuring compliance with industry regulations such as PCI DSS.
The company was founded in 2009 and now supports customers in 22 countries on five continents. Semafone is vertical agnostic and its extensive customer base includes companies such as AO.com, AXA, The British Heart Foundation, Rogers Communications, Santander, Sky, TalkTalk and parts of the Virgin Group.
BT offers a hosted version of Semafone’s technology - Cloud Contact PCI. Major investors of Semafone include Octopus Investments and BGF (Business Growth Fund).
Semafone has achieved the four leading security and payment certifications: ISO 27001:2013, PA-DSS certification for Cardprotect its payment solution, PCI DSS Level 1 Service Provider and is a registered Visa Level 1 Merchant Agent.