How Semafone works

Semafone is a unique technology solution, which allows the call – and the call recording – to continue as normal whilst the customer enters their credit card information using their phone keypad. For complete security, Semafone masks the DTMF digits entered by the caller so they cannot be heard by the call centre agent nor recorded on the call recording system. Thus protecting the organisation from agent fraud and making the contact centre PCI compliant.

The technical details can best be explained by setting out the four step process for taking a payment over the phone using Semafone:

howsemafoneworks-4steps

Step 1: The customer calls the call centre and their conversation with the agent continues as normal

Step 2: The customer chooses to make a card payment

Step 3: Semafone’s SecureMode is automatically triggered by the agent moving to the payment page. Once in SecureMode the customer uses their phone keypad to enter their:

  • Card number (Primary Account Number)
  • Security code (CV2, CW2)

Whilst entering the card details the digits are masked so they cannot be heard either by the agent or the call recording system. During the whole process, the customer and agent can converse, making it easier to correct entry-errors if they occur.

Step 4: The payment is processed. After the transaction is authorised (or declined) SecureMode is disabled, no card data needs to be recorded or saved in any databases and the call continues as normal. This approach negates the need to alter the call recording system in any way as the card details have never been spoken.

The best way to understand how the process works for real is to watch the video demonstration.

Semafone has been designed for ease of deployment and to be flexible across multiple system architectures. The solution can be hosted within your telephony provider’s cloud, which minimises the audit process required for PCI DSS regulations. With no hardware to install, rapid deployment and no maintenance costs, it’s the hassle-free way to take payments from customers over the phone.

Alternatively, if your company prefers to have full control of its IT, the technology can be installed via hardware and software on the premises.

Seamless integration with your payment gateway ensures rapid deployment and minimum disruption to your business. See our technical overview for more details.