PCI Pal has released a comprehensive white paper with Servadus, and Verizon Business Group, Professional Services, mapping the contact centre landscape over the past few years and taking a look ahead as the industry moves to adopt new payment security standards.

The white paper, Keep Calm and Simplify: Contact Centre Best Practices in the Era of PCI DSS 4.0, also looks at best practices and emerging technologies that will shape the payment security industry.

In 2018, PCI Pal and Verizon published their first joint piece, Keep Calm and Descope, looking at the benefits of descoping organisational infrastructure to minimise the requirements of PCI DSS. While the message within the original white paper still stands today, the impacts of a global pandemic, the ever-changing threat landscape, and the significant update to the standards themselves have prompted this further collaboration.

According to the white paper, the key challenges faced by contact centres heavily revolve around increased call traffic combined with the introduction of remote work during the pandemic, the rise in digital fraud and the tight labour market. In addition to the significant amends to the standards, the introduction of PCI DSS 4.0 significantly raises the payments security bar for all organisations accepting credit card payments.

“PCI DSS 4.0 is a much more robust set of standards compared to those we have seen in the past,” said Geoff Forsyth, CISO at PCI Pal. “This industry is constantly adapting to new challenges and increased threat levels, which is why there is a need for solutions that do the same. It’s been a pleasure working with our partner Verizon once again on a joint piece to explore the ever-evolving needs of the industry and what is necessary to keep consumers’ data and information secure.”

“These new standards coupled with dependable solutions, like the ones PCI Pal offers, will keep security tight without negatively impacting the customer experience,” said Ciske van Oosten, Head of Global Business Intelligence at Verizon.

To access the white paper, visit: https://www.pcipal.com/knowledge-centre/resource/keep-calm-and-simplify-contact-centre-best-practices-in-the-era-of-pci-dss-4-0/.