A cloud Contact Centre that combines voice, video, chat, SMS, email and social media on one connected platform.
Continue readingcVRP – Commercial Variable Recurring Payments
A business-focused form of Variable Recurring Payments that allow customers to authorize companies to take multiple account-to-account payments of varying amounts within agreed limits. Built on open banking, cVRPs are designed for commercial use cases like subscriptions, utilities, and ongoing service billing, offering more flexibility and control than traditional direct debits.
Continue readingVRP – Variable Recurring Payments
A type of account-to-account payment that allows customers to authorize ongoing payments with flexible amounts and timing within agreed limits. Enabled through open banking, VRPs provide a secure alternative to direct debits for subscriptions, utility bills, and other recurring payment use cases.
Continue readingIVR Authentication
The process of verifying a caller’s identity through an Interactive Voice Response (IVR) system using methods such as PINs, passwords, one-time codes, account details, or biometric voice recognition before granting access to services or sensitive information.
Continue readingSession Initiation Protocol / SIP
A communications protocol used to establish, manage, and terminate real-time voice, video, and messaging sessions over IP networks. SIP is commonly used in VoIP and unified communications systems to enable internet-based calling and multimedia communication.
Continue readingCardholder Data Environment / CDE
The part of an organization’s systems, networks, applications, and processes that store, process, or transmit cardholder data. The CDE includes all connected components that could impact the security of payment card information and therefore fall within PCI DSS compliance scope.
Continue readingCompensating Controls
Alternative security measures implemented when a specific compliance requirement cannot be met exactly as defined, but equivalent protection is still achieved. In PCI DSS, compensating controls must provide a comparable level of security, address the same risk, and be properly documented and validated.
Continue readingPCI DSS 12 Requirements
The core security controls defined by the Payment Card Industry Data Security Standard to protect cardholder data and secure payment environments. They cover areas such as network security, access control, encryption, vulnerability management, monitoring, testing, and information security policies that organizations must implement to maintain PCI compliance.
Continue readingPCI DSS Report on Compliance (RoC)
A formal assessment document that confirms an organization meets the security requirements of the Payment Card Industry Data Security Standard (PCI DSS). Prepared by a qualified assessor, the RoC details how cardholder data is protected across systems, processes, and networks to support secure payment operations and regulatory compliance.
Continue readingAccount-to-Account Payments / A2A Payments
Direct bank transfers where money moves from one bank account to another without using card networks or intermediaries. A2A payments are commonly used for fast, secure, and lower-cost transactions in e-commerce, bill payments, payroll, and peer-to-peer transfers.
Continue readingChat Payments / Web Chat Payments
Payment solutions that let customers make purchases directly within a chat interface or web-based messaging conversation.
Continue readingMerchant Services
Financial and technology services that help businesses accept and process customer payments. This includes credit/debit card processing, online payments, point-of-sale (POS) systems, payment gateways, and fraud protection.
Continue readingCall Centre
A call centre is a centralised system that manages inbound and outbound customer communications across phone and digital channels.
Continue readingContact Centre
A centralised hub where customer interactions across various communication channels (e.g., phone calls, emails, live chat, social media) are managed and handled by customer service representatives or agents. Contact centres are integral to customer support, sales, and service delivery operations of organizations.
Continue readingPCI DSS 4.0
The latest version of the Payment Card Industry Data Security Standard defining security requirements for handling cardholder data.
Continue readingIVR Payment Solutions
Automated phone-based systems that allow customers to make payments via touch-tone or voice commands.
Continue readingFinancial Conduct
The regulation and oversight of institutions and individuals to ensure ethical, compliant financial practices.
Continue readingFCR (First Call Resolution)
A metric measuring the resolution of a customer’s issue during their first interaction.
Continue readingAWS IVR Payment Systems
Interactive voice response solutions hosted on Amazon Web Services for secure payment processing.
Continue readingPayment Reference Number
A unique identifier assigned to a payment to track and reconcile the transaction.
Continue readingCRN (Call Reference Number)
A unique identifier assigned to a customer interaction or support call to track, retrieve, and manage the case efficiently.
Continue readingDescoping
The deliberate exclusion of certain systems, processes, or data from the scope of compliance or security assessments to reduce risk, complexity, or regulatory burden.
Continue readingSAD
Confidential card information—like full magnetic stripe data, CVV/CVV2, or PINs—used to authenticate transactions and must be securely protected.
Continue readingBank Card Numbers
The unique numeric sequences on payment cards that identify the cardholder’s account and enable transaction processing.
Continue readingPCI SAQ
A tool that allows merchants and service providers to evaluate their compliance with Payment Card Industry Data Security Standards (PCI DSS).
Continue readingPayment Reference
A unique identifier attached to a transaction to track, match, and reconcile a specific payment between parties.
Continue readingF2F
Refers to in-person interactions where both parties are physically present, commonly used to describe card-present transactions or direct customer service encounters.
Continue readingAcquirer
The financial institution that processes card payments on behalf of a merchant.
Continue readingPCI
PCI simply stands for payment card industry. This financial industry segment includes all the various organisations responsible for storing, processing, and transmitting cardholder data. This includes both debit cards and credit cards.
Continue readingAmex
A branded payment card issued by American Express that enables purchases on credit, often paired with premium benefits, rewards, and direct issuer servicing.
Continue readingCard PAN (Primary Account Number)
The unique sequence of digits on a payment card that identifies the cardholder’s account for processing transactions.
Continue readingContact Centre Channels
Distinct communication pathways—such as voice calls, email, chat, social media, or messaging apps—through which customers interact with a service team, each shaping how support is delivered and experienced.
Continue readingP2P Payment
A bespoke digital transaction method that enables individuals to send and receive money directly, tailored for fast and convenient person-to-person transfers.
Continue readingIVR (Interactive Voice Response)
A bespoke automated telephony system that interacts with callers, gathers input, and routes them based on business-specific workflows.
Continue readingAWS (Amazon Web Services)
A bespoke cloud computing platform providing scalable infrastructure and services to build, host, and manage applications and systems.
Continue readingCVC (Card Verification Code)
A bespoke security feature on payment cards used to verify transactions and reduce fraud during card-not-present payments.
Continue readingPayment Platform
A bespoke system that enables, manages, and processes transactions across multiple payment methods, tailored to a business’s operational and customer needs.
Continue readingCharity Payment Solutions
Bespoke systems designed to securely process donations across multiple channels, tailored to the needs of charitable organizations and their donors.
Continue readingIVR Call Centre Solutions
Bespoke automated systems that manage customer interactions through voice menus and routing, tailored to a business’s specific processes and needs.
Continue readingPayment Orchestration
A bespoke system that intelligently manages and routes payments across multiple providers to optimize success rates, cost, and performance.
Continue readingVoice Payment Solutions
Bespoke secure systems that enable customers to complete payments through voice interactions during a call.
Continue readingConversational IVR
A bespoke voice interaction system that uses natural language to understand and respond to callers, enabling more human-like, flexible conversations.
Continue readingCloud-based call centre solutions
Bespoke customer service platforms hosted in the cloud, providing scalable, flexible, and remotely accessible tools for managing calls, messages, and agent workflows.
Continue readingAI Call Centre
A customer service operation that uses artificial intelligence to automate, assist, and optimize customer interactions across voice and digital channels.
Continue readingIVR in Call Centre
A bespoke automated phone system that interacts with callers and routes them based on their inputs.
Continue readingCall Routing
The process of directing incoming calls to the appropriate destination or recipient.
Continue readingVoIP (Voice over Internet Protocol) Network
A system that lets people make voice calls using the internet instead of traditional phone lines.
Continue readingService pages
Dedicated web pages or digital interfaces that provide detailed information, instructions, and resources about a specific product, service, or customer support offering.
Continue readingAI Voice Agents
Advanced, voice-activated systems powered by artificial intelligence that enable seamless, spoken interactions with users.
Continue readingAI chatbot
An intelligent software system designed to simulate human conversation through text-based interactions. It uses artificial intelligence to understand user input, interpret intent, and generate relevant, natural responses — enabling automated, real-time communication that feels personal and conversational rather than scripted.
Continue reading