Tokenization can improve the customer experience offered by your contact center

Increasingly, forward-thinking contact centers are prioritizing the experience of their customers. One of the ways to improve the customer experience when it comes to making payments is to use tokenization, so in this blog we are going to take a deep dive into tokenization and how you can do it. use to improve the experience your customers receive. .

What is tokenization?

Tokenization is the process of turning data into a string of characters (called a token) that has no meaningful value to anyone viewing it. Tokens can take many forms; some may be random strings of characters, some will look like card numbers and pass Luhn checks, and some may be “formatted”, for example, the last 4 digits may match those of the credit card.

Tokenization and encryption are often treated the same way, but in fact there is a key difference. Unlike encrypted data, tokenized data is indecipherable and irreversible, whereas to reverse encrypted data, you only need the encryption key. Since there is no mathematical relationship between the token and the original number, tokens can only be returned to their original form by the issuer of the token.

Tokenization uses a database called a token vault, which stores the relationship between the sensitive data and the token. Tokens can be single-use for a one-time transaction or used for recurring transactions.

Tokenization is often used to secure payment card details, but increasingly tokens are being used to secure other types of personal and sensitive data, including phone numbers, email addresses, social security numbers, routing bank/account numbers – all data where security is paramount.

When tokenization is used in a contact center for payments, the information that is tokenized is invisible and inaccessible to your contact center agents (or anyone else) in the event of a data breach and since you do not store the payment card data, your systems are no longer within the scope of PCI DSS.

How does tokenization work in practice?

When your contact center agents accept payment and the customer provides their credit/debit card details, the actual card number (PAN) is replaced with a randomly generated token.

The token is sent over your networks to your payment/tokenization gateway, where it is converted back to its original form and submitted for processing. Your customer’s debit/credit card information is securely stored in the token vault. This vault is the only component capable of mapping the token to associated payment data.

When using a token to process a recurring credit card payment, the token is submitted to the vault and the index is used to retrieve the actual value to be used in the authorization process. For your client, this operation is carried out transparently and instantaneously.

More than a security measure – tokenization opens the door to fast and hassle-free payment experiences

So the big question is how do you use tokenization to improve your customer experience?

The goal of most merchants these days is to provide a frictionless, personal omnichannel experience for their customers.

Customers expect quick and easy service and entering payment details for each payment can be inconvenient. When using tokenization, customers will only need to provide their payment card data once, providing maximum convenience and helping to reduce the number of “abandoned” transactions, especially for online shopping.

using MapEasy in your contact center, alongside tokenization, ensures that when your customers provide their payment data, it is never heard by your contact center agents and never enters your environment, protecting sensitive data from your customers and removing your environment from the scope of PCI DSS. CardEasy allows you to tokenize payment card data without being exposed to it in the first place.

Using a tokenization service ensures that your customers only have to provide their payment data once, providing them with maximum convenience as well as data security.

A better customer experience drives sales and loyalty, so if you want to learn more about how using a tokenization service alongside CardEasy can provide your customers with payment security as well as improve their CX , please contact us today.