Why Cloud is best
What lies behind your payment solution?
Contact centres are often seen as the front line service of a business. They are at the forefront of customer service and therefore the long-term profitability of any organisation. Contact centres need to encompass every aspect of the customer experience, including providing information, solving problems, securing sales, processing payments and capturing data. In fact, they play a pivotal role and the latest technology is required to support them and maximise efficiency.
Taking a look under the bonnet
Payment solutions are often cited as the engine of the contact centre as they provide a way to complete a transaction and drive business forward. In terms of payment solutions security is a top priority and every contact centre that accepts credit and debit card payments over the telephone needs to be PCI DSS (Payment Card Industry Data Security Standard) compliant. While there is no such thing as a PCI DSS compliant payment solution it is wise to understand just what lies behind your system and whether the provider is PCI DSS compliant, as an organisation. Working with a cloud-based payment solution provider can help to increase security and de-scope payment data for compliance purposes.
Here are five key reasons why a cloud-based approach to payments is best for business:
1. Improve security/PCI DSS compliance
This is also good news with GDPR around the corner, which means a review of data policies and practices to ensure compliance with how data is kept throughout an organisation. The PCI DSS Standard is intended to protect cardholder data, therefore by complying with PCI DSS, contact centres are more likely to meet the new legislation and the burden of proof of compliance by demonstrating adherence to a recognised security standard.
2. Improved scalability
3. Supports disaster recovery planning
4. Increased functionality offers a range of payment options
5. Reduced capital expenditure and pressure on IT resources
The 2017 edition of Call Centre Helper’s Research Paper, What Contact Centres are Doing Right Now states that cloud uptake is set to rise rapidly in the near future with over a quarter of the 380 respondents having put plans in place to implement cloud technology. An additional 11% are reported to be considering the cloud within the next six to 12 months. While not all organisations are ready to make the switch to entirely cloud-based contact centre technology just yet, there is every reason to take a closer look under the bonnet of cloud-based payments right now.
