There is also a growing trend where cybercriminals target flaws in telecommunication network design. With the growth of e-commerce and online banking, DTMF tones are increasingly becoming a target for sophisticated cybercriminals. This process is much more secure as agents no longer see, hear or process customer credit card information. All the contact centre agent sees are masked digits on their desktop so that they can see the information is being entered but won’t see the actual credit card numbers being entered. The IPSI payment processor at the backend deciphers the tones just like the switching system does and processes the payment information with the contact centre agent removed from the process of capturing credit card information. Instead of providing credit card information verbally to a contact centre agent, customers enter the digits of the credit cards during a call or via an automated IVR system and completes the transaction securely in real time. Each number generates or corresponds to a distinct tone, which is sent as a signal to the switching system that translates it back to the original number to take the necessary action. Your touch-tone® phone is technically a DTMF generator that produces DTMF tones as you press the telephone buttons. DTMF is the generic term for Touch-Tone (touch-tone is a registered trademark of ATT). Mobile phones and landline systems use DTMF. DTMF stands for Dual-Tone Multi-Frequency, and it is how phone companies know what number is pressed when a customer touches the numbers on the telephone keypad. That is where advanced DTMF masking services have many benefits when it comes to securing payment data. The reality is that voice calls with a contact centre agent are often not appropriate channels to collect confidential data such as credit or debit card numbers, social security numbers, national IDs, PINs, CVV’s. Many customers prefer talking to agents but collecting phone-based payments has inherent security risks, mainly if the organisation doesn’t have systems in place like IPSI’s AgentSecure, secure desktop payment processes or secure pay by phone IVR services to protect sensitive credit card data. As the front line for customer service, the contact centre not only answers service queries but plays a significant role in collecting payments.
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