Dual Tone Multifrequency (DTMF) is a contact center solution that enables and ensures compliance.
Companies often implement it as part of a PCI compliance strategy to handle personal information and transactions over the phone.
The term is one of many acronyms used in customer service. Others include IVR, ACD, and CRM, which all contribute to the unique language of contact centers.
Each acronym refers to specific tools, systems, and methodologies contact centers use to drive better customer and employee experiences.
DTMF is no different, and here is everything companies need to know about the technology.
What Is DTMF? A Definition
DTMF is a technology that sits inside touch phones. Every key on a telephone keypad generates a specific "tone" or sound when pressed. These tones transmit over a voice channel to particular technology within the contact center. The technology listens to each tone before translating them into specific commands, such as entering a number from a credit card or providing details on a customer's data of birth.
DTMF tones signal to a phone system that a user wants to complete a particular action, sending frequency-based commands to back-end technology. The tones in DTMF technology are "dual-sided" because each key sends two tones, one in high frequency and the other in low frequency.
How do Contact Centers Use DTMF?
Modern contact centers use DTMF in a multitude of ways. It's often part of IVR (Interactive Voice Response) systems and can help users to navigate calling menus, transferring them to the right agent.
Using DTMF in an IVR system means a caller simply needs to push a number on their keypad that corresponds with the menu option they want. For instance, an IVR might ask a user to press one to speak to a customer service agent.
Also, organizations sometimes use DTMF as part of transactional interactions. It allows users to "key in" account and order numbers, passing them through to the system without needing a consumer to tell an agent their details.
How Can It Support Security and Compliance Strategies?
DMTF tones are crucial in helping customers navigate their experience with a contact center. They can help with routing a client and streamlining different interactions. However, their biggest value is related to security and compliance. With DTMF tones, companies can accept credit card payments over the telephone without an agent ever hearing the details of the card number.