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Plum Voice Launches SecureAssistant, A Virtual Payment Agent That Conferences Into Calls to Descope Contact Centers from PCI-DSS

Plum Voice, the leading communications platform-as-a-service (cPaaS) provider for voice technologies, announced the release of SecureAssistant, an offering that descopes the contact center from PCI-DSS requirements while optimizing consumer satisfaction and minimizing the need for disruptive technology changes.

SecureAssistant is a PCI-compliant virtual agent that can be conferenced into calls to accept and mask sensitive payment details while the agent remains on the line to maintain a cohesive consumer experience. By masking transmission of the consumer’s payment information to the live agent or to contact center equipment such as call recorders, SecureAssistant assures that neither the agent nor any part of the contact center technology receives sensitive payment data. The contact center is therefore descoped from PCI-DSS requirements, thus creating PCI-DSS compliance for an enterprise contact center in a cost-efficient manner.

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Over 40 billion credit card transactions are processed annually, and contact centers handle about 4 percent. There is growing pressure to improve the security of payments involving contact center agents, particularly as PCI-DSS standards become stricter and as agents increasingly work at home.

The Plum Voice cloud has been PCI certified since 2013 and handles many millions of payment dialogs annually.

“The secure Plum Voice cloud has long been the preferred platform for many payment processors and enterprises looking to automate sensitive voice dialogs such as those related to payments,” notes Matt Ervin, CEO of Plum Voice. “SecureAssistant lets us introduce the security of automation into a dialog where the agent remains on the line talking to the consumer throughout the call. So we are synergistically pairing live human customer service with AI voice automation.”

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