Route 101 and Semafone Bring PCI DSS Compliant Payment Capabilities to Contact Centre Clients in the Cloud

Route 101, a leading cloud systems integrator of advanced customer service technology platforms and tools in the U.K., and Semafone, the leading provider of data security and compliance solutions for call and contact centres, announced a new partnership.

By bringing Semafone into the Route 101 portfolio, organisations can significantly improve contact centre compliance, address data security challenges, and empower hybrid working models.

The partnership combines Route 101’s Contact-Centre-as-a-Service (CCaaS) and Semafone’s patented omnichannel PCI compliant payment solutions, designed to improve efficiency and enable secure payments anywhere and across any channel. Now, customer service organisations can combine Route 101’s omnichannel interaction handling, workforce optimisation, and analytics platforms, with Semafone’s secure and compliant solutions to provide frictionless customer experiences and achieve better business results.

“Route 101 is consistently evaluating the market to identify transformational customer service solutions with the power to drive business growth, reduce operational costs, and improve efficiency. In Semafone, we found a partner with the ability to safeguard our customers and minimise the risks of brand-damaging data breaches or fraud,” said Russell Attwood, Route 101 Founder. “With less opportunity to shop in-person, consumers are exploring other ways of making purchases. As digital transformation accelerates, they want to be served via their choice of channel – whether by phone, SMS, chat, or email – and they expect to be able to initiate and complete payments across any channel. Our partnership with Semafone will enable current and future clients to deliver a secure and frictionless customer experience.”

Organisations looking to support unified omnichannel customer journeys across voice and digital touchpoints increasingly require a seamless, secure, Payment Card Industry Data Security Standard (PCI DSS) compliant solution to enable payment transactions over the phone and across digital communication channels. As industries move to remote-working models, security and compliance are even more paramount.

“Providing customers with a more convenient, intuitive, and improved payment experience is critical for building lasting customer relationships,” said Iain Regan, Chief Revenue Officer, Semafone. “We’re excited to partner with Route 101 to ensure today’s contact centre organisations find efficient, secure, and PCI DSS compliant ways to process payments, no matter what channel they use or where their agents are located.”

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About Route 101

Route 101 is a leading cloud systems integrator, providing hosted and true cloud telecommunications and contact centre solutions. A supplier to worldwide organisations, Route 101 specialises in the implementation and support of true cloud transformation solutions, having built strong relationships with global vendors. Multi-award winning, Route 101 works tirelessly to deliver exceptional standards of support to their customers. The quality of the solutions they offer, the strength of their partner and customer relationships, and their emphasis on quality service means Route 101 continues to act as a disruptor within the mid-enterprise space.

Route 101 will work with you as a trusted advisor to ensure your solutions meet requirements and help your business to stay connected.

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About Semafone

Semafone provides secure cloud, hybrid and on-premises solutions to contact centres and all businesses accepting payments. In a digital world that has transitioned to remote work environments, its award-winning payment solutions enable organisations to collect personal data securely across all channels – including the telephone, webchat, social media, email, SMS, QR codes and more. Through Semafone’s patented data capture methods, sensitive information such as payment card or bank details and personally identifiable information (PII), including social security numbers, are collected directly from the customer for processing. This data capture method prevents PII from entering the business and IT infrastructure, protecting against the risk of fraud and the associated reputational damage, ensuring compliance with industry regulations such as PCI DSS. Semafone’s suite of solutions creates a seamless, omnichannel experience that increases sales conversion rates and boosts customer loyalty, while simplifying compliance.

Founded in 2009, the company now supports customers in 26 countries on five continents. Semafone is vertically agnostic, and its extensive customer base includes companies such as AO, AXA, The British Heart Foundation, BT Group, Pancreatic Cancer UK, RNIB, Sky, and TalkTalk.

Livingbridge is a major investor in Semafone.

As a recognised global leader in secure voice transactions, Semafone’s technology is integrated with more than 40 Payment Service Providers. Semafone has achieved the leading security and payment certifications: ISO 27001:2013, UK Cyber Essentials certification, PA-DSS certification for its Cardprotect payment solution, PCI DSS Level 1 Service Provider, registered Visa Level 1 Merchant Agent and Mastercard Site Data Protection (SDP) Compliant Registered Service Provider.

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