X-on

CardByPhone

CardByPhone removes credit and debit card data from being accessible within an organisation during phone transactions. PCI-DSS requirements which govern security when handling card data are taken out of scope. CardByPhone can be integrated with contact centre and order processing systems or as a complete hosted telephony environment.

Features

  • Remove credit data from customer scope satisfying PCI Compliance requirements
  • Supported across a wide range of environments
  • Inbound and Outbound calls secured
  • Call recordings available for all calls with card data suppressed
  • Unattended mode for automated payments on inbound or outbound calls
  • Integrates with all common Payment Service Providers
  • API for CRM, eCommerce or Order Processing system integration
  • Standalone option using web form or speech recognition
  • Optional Fraud Indemnification service

Benefits

  • Provides attended or unattended IVR card transactions with agent guidance
  • Options that integrate with backend systems for transaction data
  • Options for speech recognition capture of transaction information
  • Sensitive data removed from the customer environment

Pricing

£25 to £98 per user per month

Service documents

Framework

G-Cloud 11

Service ID

1 9 8 6 9 7 9 5 1 7 3 6 8 3 5

Contact

X-on

Frameworks Team

0333 332 0000

frameworks@x-on.co.uk

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Contact centre telephony solutions, cloud based or stand alone.
Payment service provider gateways.
Cloud deployment model
Private cloud
Service constraints
No constraints relevant to this service.
System requirements
Up to date browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
1 hour 8am - 5:30pm weekdays.
Gold support available with 24/7 4 hour response.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Standard (UK 8am - 5:30pm)
Gold (24/7) at cost, typically 25% uplift on rental.
Support team with escalation to COO and third line support engineer.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onsite and/or online training are supplied, together with user documentation.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
All relevant data is delivered during contract as regular audit reports.
End-of-contract process
No exceptional end of contract costs.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
No
Service interface
Yes
Description of service interface
Standalone option using web form
Accessibility standards
None or don’t know
Description of accessibility
Service is a live aid to trained users taking credit card payments. It is not for public access.
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
API allows interface with third party payment and order processing systems
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Option for fully integrated hosted contact centre service which can incorporate customised full call flow, automatic speech recognition and call distribution requirements.

Scaling

Independence of resources
System is run on partitioned redundant servers at less than 10% full load resource capacity. SIP Trunk channel utilisation reviewed weekly to fall within safe margins to avoid call rejection. Real time monitor of all system resources.

Analytics

Service usage metrics
Yes
Metrics types
Number and length of calls through system.
Successful and failed transactions by agent and period.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
No
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Standard audit report available from secure web portal or automated email attachment. No card sensitive data is contained within reports.
Data export formats
  • CSV
  • Other
Other data export formats
PDF
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
99.99% Availability (Gold SLA)
1 Month rental credit for a month where availability falls below this.
Approach to resilience
Geographically separation of data centres with automatic failover and real time replication of core configuration data.
Outage reporting
Email alerts.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
User name and password is used to restrict access to management interface and support channels. No card or sensitive data is available through these channels.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users receive audit information on a regular basis
How long user audit data is stored for
User-defined
Access to supplier activity audit information
No audit information available
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS International
ISO/IEC 27001 accreditation date
01/12/2015
What the ISO/IEC 27001 doesn’t cover
N/a
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
ESCS
PCI DSS accreditation date
24/04/2017
What the PCI DSS doesn’t cover
Services outside the scope of this registration (CardByPhone)
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
ISO 27001 and PCI-DSS define full reporting structure and audit processes up to board level. Full documentation is available. PCI-DSS requires annual external audit at Level 1.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Change Management system is defined and operated according to the requirements of PCI-DSS standard version 3.2. Major changes will be subject to additional penetration testing. All component changes are logged and audited throughout the lifetime.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Vulnerability management and threat monitoring in accordance with PCI v3.2. Full compliance documentation available on request. Patches applied within 1 month.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Logs (e.g. Firewall logs) are subject to daily inspection as required by PCI-DSS 3.2. Potential compromises reacted to next working day. Incident response within 4 hours.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
All card related incidents are reported by us to customers as required by PCI-DSS 3.2

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Pricing

Price
£25 to £98 per user per month
Discount for educational organisations
No
Free trial available
No

Service documents

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