Technology and Security

Security on all Fronts

Security at our contact centers is managed and executed through technology and processes to protect your data.

All of our contact centers are PCI Level 1 Certified. Being PCI compliant is more than just a certification. PCI allows us to create a company culture that understands the severity of privacy issues and credit card fraud. Members of the organization at all levels have a profound understanding of how any customers personal data needs to be handled and respected. We use various mechanisms to protect cardholder data during storage (disk, file, and field encryption) and transmission (TLS).

  • We adhere to strict governed PCI compliance standards
  • You can assure your end customers that their information is kept safe

We treat compliance as an ongoing process across all business units and make security a consistent priority, rather than a one-time effort. We also integrate continuous security monitoring to ensure ongoing PCI compliance to reduce the risk of credit card fraud


PCI compliance requires us to have a very clear understanding of our business needs and processes related to the storage, processing and transmission of cardholder data. CanadaDirect pro-actively invests every year in IT resources, applications, and tools to enhance the safety of our clients’ data.

  • PCI Certified – Level 1
  • Integrated Security Practices
  • Electronic Data Encryption
  • Network Segmentation
  • Secure and Private data Servers

Physical Security

Part of being PCI compliant is having a safe and secure physical environment for our representatives. All CanadaDirect Contact Centers incorporate the following:

  • Double Door Security
  • Biometric Access
  • Security Keys
  • Camera Surveillance
  • Business Process Automation
  • Strict Cell Phone and Personnel Items Policy
  • Frequent Security Testing

Contact Center Technology

Our contact center success is driven by our commitment to work with the best technology providers. The benefits of using CIC technology is to create a customized and elastic approach to your campaigns, whether your campaign is outbound or inbound. The flexibility of the technology allows for your customers to be serviced quickly and efficiently by matching customers to campaign profiles.

  • Voice Assistant Solution (VAS )
  • Predictive Dialing
  • Skill-based Call Routing
  • Intelligent Scripting
  • Remote Listening
  • Call Codification
  • Call Transfers
  • Customized Reporting and Analytics

Our contact center technology allows us to combine different forms of mediums with traditional contact center options to enhance the overall customer experience.

  • IVR
  • Online Chat
  • Email
  • Instant Messaging
  • Application Communication

Our experienced IT personnel are certified in this technology and help determine what kind of customized solution will best fit your needs.

Flexible and Secure

We have been able to create contact center solutions that are not only safe for you and your customers’ private information, but are flexible enough to meet your solution requirements and gain the results you need.