Serenova Announces Partnership with Key IVR to Secure Payment Collection in the Contact Center

May 1, 2019

Strategic partnership helps enterprises meet regulatory requirements and keep sensitive customer data safe

AUSTIN, Texas

Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, today announced a strategic partnership with Key IVR, a prominent cloud-based secure payment provider for the contact center. The partnership enables Serenova to offer an agent-assisted payment solution via the cloud for today’s customer focused organizations. Now even the most complex contact centers can have access to a fully-integrated, flexible solution designed to ensure their organization’s contact center agents are never exposed to sensitive payment and card holder data.

As the central hub of an organization’s customer interactions and data collection, the contact center is often seen as an area at the highest risk for data security. One simple mistake by a contact center agent can leave customer data vulnerable to a breach and ultimately, lead to costly and damaging repercussions to that brand. Combining Serenova’s CxEngage with Key IVR’s Agent Assisted Payment solution adds a crucial layer of security to the payment stage of a customer interaction while allowing agents to still deliver efficient and effective customer experiences.

“One of the fastest ways for an organization to lose loyalty to its brand is through a data breach of customer information,” said John Lynch, CEO of Serenova. “By integrating Key IVR’s secure payment capabilities with our cloud contact center capabilities, organizations can now have the peace of mind that comes with providing the highest level of security to their customers when processing any type of payment. Our integration also empowers agents with the tools necessary to deliver real, tangible benefits to the customer.”

Together, Serenova and Key IVR are offering customers the most effective way to improve both the agent and customer experience while ensuing compliance with stringent Payment Card Industry Data Security Standards (PCI-DSS). When a customer needs to make a payment via the contact center, agents stay in contact with that customer while pivoting seamlessly from interaction to payment and back to interaction – all on CxEngage. During this process, Dual Tone Multi Frequency (DTMF) tones are suppressed and the real-time dashboards only show partial numbers as the customer enters the information. In doing so, the agent, the screen recordings and the call recordings are never exposed to sensitive customer payment information, but the agent still has the context to provide a seamless experience.

“Organizations are facing unprecedented pressure to address the security risks of unprotected and confidential customer data,” said Darren Wooding, CEO and CTO of Key IVR. “As data privacy and security is top of mind of today’s customers, it is imperative for organizations to have a solution that enables their contact centers to take the necessary steps to mitigate theft of sensitive customer data – whether intentional or not. The integrated solution provided by Serenova and Key IVR empowers our joint customers to protect both their contact center and their customers through a secured, automated payment solution.”

Serenova Awarded PCI-DSS Level 1 Certification

Earlier this year, Serenova was awarded its PCI-DSS Level 1 Certification – the highest industry rating attainable for payment data security. It is designed to ensure that companies accepting, processing, storing or transmitting credit card information maintain a secure environment for that data. Serenova received the rating from the PCI Security Standards Council, an independent body comprised of some of the biggest names in the payments industry today including Visa, Mastercard, American Express, Discover and JCB. Combined with Key IVR’s PCI-DSS Level 1 Certification, Serenova’s customers have access to the industry’s highest certified payment solution for the contact center. Learn more on PCI-DSS, visit: www.pcisecuritystandards.org.

About Key IVR

Key IVR provides secure cloud payment solutions to organizations and contact centers across the globe, protecting hundreds of businesses and their customers. They are a customer-service focused organization, taking care to manage and meet their client’ s expectations. Their reliable omni-channel SaaS platform is trusted by some of the world’s leading brands, processing over $3.7bn per annum and reducing the time it takes to collect payments. It is available 24/7 in 14 languages and integrated with all leading Merchants and Payment Gateways worldwide. Learn more at www.keyivr.com.

About Serenova

Serenova simplifies every aspect of the customer experience to make life easier for contact center executives, their customers and employees. The world’s most passionate, customer-focused brands achieve better interactions, deeper insights, and more meaningful outcomes with Serenova’s contact center solutions. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia. Learn more at www.serenova.com. For live updates, follow @SerenovaShine.

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