Call Center Business Featured Article

Air China Improves Security within Call Center Businesses with CyberSource Fraud Management Solutions

There are several ways to improve the efficiency of your call center business. With robust tools in place, call centers can ensure their businesses run smoothly while also meeting compliance requirements. Managing a call center business in the financial and e-commerce sector requires that both the company and the call center solutions provider adhere to the strict mandates set forth by the authorities in their respective territories.

In one of the latest developments in the industry, CyberSource (News - Alert), a Visa company and provider of e-commerce payment management services, was selected by China's national airline Air China, to provide payment gateway and fraud management services for its international sales and service hotline.

The eCommerce payment management solution will support Air China’s international sales and service hotline in Singapore, Hong Kong, Australia and the Philippines. At the core of this service are CyberSource’s international payment gateway and risk management capabilities.

With this platform upgrade, Air China hopes to improve its call center offerings that are leveraged by travelers. The new infrastructure is part of Air China's strategy to increase its share of the regional market. The airline provider will also roll out an 800 hotline number using Air China's interactive voice response (IVR) payment services, supported by CyberSource's solutions. The service will be rolled out in Taiwan, UAE, Thailand and India in the not so distant future.

Additionally, CyberSource's fraud management technology and processes include over 250 tests for fraudulent activity that can be located via a single platform in a couple of seconds. Its payment gateway and payment security services facilitate secure cross-border transactions in multiple payment types, currencies, and transaction environments.

"It is an honor to be a part of Air China's newly launched call center solution," said Poon Khye Wei, regional director, Greater China & Korea for CyberSource, in a statement. "Payments that are made via Air China call centers' IVR system, supported by CyberSource payment gateway and fraud screening solutions, will protect Air China from fraud and keeping sensitive payment data off Air China's networks.”

With this call center suite in place, Air China’s customer service staff will be able to provide the traveler's itinerary over the phone and when the traveler is ready to proceed with a payment, they can switch the call to the IVR system which is fully supported by CyberSource.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Jamie Epstein