Nexidia and Semafone Partner to Deliver Fraud Protection in the Contact Center

Nexidia, a provider of audio search and speech analytics solutions, and Semafone, a company of contact center security experts in the U.K., have announced a new partnership to address fraud and identity theft in the contact center environment.


The two companies will work together to ensure that past and future credit card details are inaccessible by contact center staff. Semafone offers a technical solution that delivers secure voice transactions during a live call and ensures no new credit card details are stored.

With Nexidia’s (News - Alert) Enterprise Speech Intelligence solution, historical voice recordings of credit card numbers are quickly searched and located within the vast stores of an organization’s recorded data. Once the numbers are found they can easily be redacted. This approach helps to protect brand integrity, improve peace of mind and customer satisfaction, and lowers the cost of compliance.

Tim Critchley, managing director at Semafone said in a statement, “This combined total solution is a very timely offering to the contact centre marketplace. It addresses a major issue for any organisation with a contact centre taking customer payments over the phone. We are delighted to be partnering with Nexidia whose responsiveness to changing market demands closely mirrors our own.”

Companies need new methods for dealing with the sensitive authentication data as a result of new Payment Card Industry Data Security Standards (PCI (News - Alert) DSS). With the Semafone solution, paying by phone is more secure as it ensures no card information is ever seen or heard by the contact center agent.

The SecureMode feature is used during the call – and the call recording – while the customer enters his or her credit card information on the phone keypad. Semafone masks the DTMF digits entered by the caller so they are never heard by the call centre agent nor recorded on the contact recording system.

Call recording systems in place today typically record all voice traffic and most organizations keep their recordings for a number of years. It is often a major challenge for companies to adhere to Financial Services Authority regulations and PCI DSS. By incorporating solutions from Nexidia and Semafone, contact centers can adhere to both, while maintaining business as usual.

“Nexidia’s proven ability to accurately search vast volumes of call recordings and Semafone’s innovative secure transaction software provides a formidable solution that addresses not only the pressing compliance issues but also the industry credibility issues that are rapidly arising from this perceived ‘easy option’,” said Jonathan Wax, vice president of EMEA Nexidia. “We are delighted to be partnered with Semafone in addressing fraud in the contact centre. The pressing need, especially in financial services, provides us with a major inroad into this key market sector.”

Nexidia announced last week that Excellus BlueCross BlueShield, a nonprofit independent licensee of the BlueCross BlueShield Association, has selected its Enterprise Speech Intelligence, or “ESI (News - Alert)” speech analytics for Excelus BCBS’ call center.

 

The company also announced this month that its Enterprise Speech Intelligence (ESI)move should help to extend market reach for both companies as speech analytics and performance management software make for an ideal partnership, officials said. product has been integrated with Merced’s core offerings: Merced Performance Suite and Merced Incentive. This