A call centre is a centralised system that manages inbound and outbound customer communications across phone and digital channels.

The process of directing incoming calls to the appropriate destination or recipient.

The unique sequence of digits on a payment card that identifies the cardholder’s account for processing transactions.

An individual or entity that possesses and is authorized to use a payment card, such as a credit card, debit card, or prepaid card.

Refers to any information related to an individual who owns a payment card. This typically includes the cardholder’s name, primary account number (PAN), expiration date, and any other data relevant to processing a payment or verifying the identity of the cardholder. Protecting cardholder data is crucial to prevent fraud and maintain trust in electronic payment systems.

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.

Refers to the process used to authenticate the identity of the cardholder during a payment transaction.

Refers to a system or method of payment that does not involve the use of physical money, such as coins or banknotes.

A cloud-based platform that lets businesses handle customer support without running their own call centre systems.

A reversal of a credit card transaction, initiated by the cardholder’s bank or credit card company, typically due to a dispute or fraud.

Refers to strategies and practices used by merchants, businesses, and payment processors to reduce the likelihood of chargebacks.

Bespoke systems designed to securely process donations across multiple channels, tailored to the needs of charitable organizations and their donors.

Payment solutions that let customers make purchases directly within a chat interface or web-based messaging conversation.

A streamlined online payment method that allows users to complete transactions with a single click by using pre-stored payment and shipping information.

Bespoke customer service platforms hosted in the cloud, providing scalable, flexible, and remotely accessible tools for managing calls, messages, and agent workflows.

Refers to transactions where the cardholder’s physical credit card is not required at the point of sale.

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.

Generally refers to adhering to rules, regulations, or standards set by an authoritative body or organization.

A technology that enables computers and software systems to understand and interpret human speech. It involves algorithms and models that analyse spoken language, convert it into text, and may also interpret the meaning or intent behind the speech.

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.

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.

Refers to a method of transaction that allows users to pay for goods or services without having to physically touch or insert a payment card or device into a point-of-sale (POS) terminal.

A form of artificial intelligence that enables natural, context-aware communication between humans and machines through spoken or written language.

A bespoke voice interaction system that uses natural language to understand and respond to callers, enabling more human-like, flexible conversations.

A virtual assistant developed by Microsoft, similar to Amazon Alexa and Google Assistant. It is integrated into Microsoft Windows operating systems and available as an app on mobile devices.

The unauthorized use of someone’s credit card information to make purchases or obtain funds, typically through theft, phishing, or hacking.

A unique identifier assigned to a customer interaction or support call to track, retrieve, and manage the case efficiently.

Refer to financial transactions that involve the transfer of funds between parties located in different countries. These payments can be made for various purposes, including personal remittances, business transactions, and investments.

Transactions where digital currencies, such as Bitcoin, Ethereum, or other cryptocurrencies, are used as a method of payment.

A digital or virtual form of money that uses cryptography for security

A digital tool that allows users to securely store, manage, and interact with their cryptocurrency holdings.

The practice of actively building and maintaining meaningful interactions between a business and its customers throughout their entire relationship.

A set of procedures and processes established by financial institutions and other regulated entities to verify the identity of their customers.

A bespoke security feature on payment cards used to verify transactions and reduce fraud during card-not-present 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.

Three-digit code on credit cards for added security in online transactions.