A US insurer has selected a secure payments product to handle its payments taken over the telephone. The new system will be in use across Amica Mutual Insurance Company’s 40 branches and customer call centre locations in the United States. The product will be used by about 1,500 customer service representatives who will be able to process secure telephone payments through Semafone.
Amica says that it chose Semafone to provide a new payments system that complies fully with Payment Card Industry Data Security Standard (PCI DSS) regulations after exploring and eliminating a number of alternative options.
The product allows the customer to enter payment card details via their telephone keypad, sending the numbers to the payment processor. The customer service representative stays on the line throughout the call to assist the customer as necessary, but cannot see or hear sensitive payment card details.
Gil Bishop, Information Security Officer at Amica, said: “Amica’s mission is to create peace of mind and build enduring relationships with our policyholders so providing exceptional service is our number one priority. Semafone’s solution gives us the ability to proactively deliver the best possible service to our customers, while protecting them at the same time.”
And Tim Critchley Semafone CEO, said: “Amica’s selection of Semafone demonstrates that Semafone’s technology is about providing the best possible customer service as well as delivering secure telephone payments. We are glad to be working with Amica to reassure policyholders while helping the company to maintain its award-winning level of customer service.”
About Semafone
Semafone provides software to contact centres so they can take secure credit and debit card payments over the phone. As card data is transmitted directly from the customer’s telephone keypad to the bank, this takes the contact centre out of scope of PCI DSS regulations. Semafone customers include the Foreign & Commonwealth Office, Aviva Canada, TalkTalk, Nemo Personal Finance, Sky and Yorkshire Water. Visit www.semafone.com.
