The PCI-DSS compliant phone payment system will shortly be put into use by the NSW Department of Customer Service.
A recent contract notification identifies Cloudwave as the winner of the $10 million contract.
As its legacy infrastructure needs to be strengthened “to achieve full PCI DSS [payment card industry data security standard] compliance,” the department approached the market last year.
The company sought a solution that would enable call centre representatives to handle payments without requiring clients to vocally giving credit information over the phone.
The phone system had to hide the dual-tone multi-frequency (DMTF) tones that a customer’s phone sends to complete a transaction. This was another crucial criterion for PCI DSS compliance.
According to Service NSW’s tender, when the DMTF tones were revealed, customers were vulnerable to interception attacks.
The tender says that masked tones “eliminate man-in-the-middle (MitM) attacks and ensure that credit card information is never communicated to an agent or traverses the internet.”
This service, which has replaced conventional SIP channels that allow calls to enter a contact centre call queue, will now give contact centres across the NSW government more flexibility to satisfy customer requests.
The Better Regulation Division, SIRA, Revenue NSW, icare, Transport for NSW, and various portions of local government are currently supported by the VCC’s contact centre operations.
The Department of Customer Service’s customer payment platform is integrated with the PCI-DSS solution, which “strengthens and enhances” phone payment operations “for both customers and DCS,” according to the spokeswoman.
The Twilio approach involves multiple carriers, the representative continued, “to assure service availability and resilience during periods of peak demand.”
The deal with Cloudwave is valid until August 2025.
