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Download Now - New Research: The State of Data Security in Contact Centres

Learn about the latest trends in contact centre cybersecurity


Contact centres are often deemed “low-hanging” fruit for fraud. With the adoption of the EMV chip card, fraudster have shifted their focus to card not present (CNP) channels—and with personally identifiable information (PII) flowing throughout their networks, contact centres are prime targets. To dive deeper into the state of contact centre data security, Semafone surveyed more than 500 global agents and customer service representatives (CSRs) across multiple industries.

The survey results revealed that contact centre data security is in a dire state, largely due to the use of outdated, risky practices used to capture, process and store sensitive data. In fact, 72 percent of agents who collected payment data or other PII over the phone still require customers to read their information aloud - exposing sensitive data to the agent, call recordings, and even nearby eavesdroppers. Further, agents are experiencing and witnessing breach attempts by both company insiders and outsiders, yet 42 percent do not report the situation.

Download our free report to learn:

  • Why current data transmission and contact centre security practices are putting customer information at risk
  • How a single data breach can adversely impact an entire enterprise – it takes just one agent mistake, one successful hacking attempt or one rogue employee to send an organisation into a downward spiral
  • What regions and industries are most frequently experiencing breach attempts and exposing agents to sensitive data
  • What contact centres must do to secure their customers’ data and protect their brand reputations – Now!
  • Why descoping with dual-tone multi-frequency (DTMF) technologies, like Cardprotect from Semafone, secures data and dramatically reduces risk – they can’t hack the data you don’t hold!

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