Case Studies

Proving our solutions work

Telecoms Provider US
Securing agent payments for leading US telecoms business
Securing agent payments for leading US telecoms business

Profile

Industry: Telecommunications   Employees: 9,600   Revenue: £1billion

Background: Fortune 500 telecoms company providing services across the US

Challenge: Securing payments through their contact centre and achieving PCI DSS compliance

Solution: CallGuard secure payment solution

Benefit:

  • Speedy implementation
  • The flexibility of the solution to accommodate growth
  • Demonstrated significant improvement to PCI DSS auditors
  • No disruption to the business as the solution works with all existing systems

Background

This Fortune 500 company is an American telecommunications company with headquarters in Madison, Wisconsin and is the seventh-largest local exchange carrier in the U.S. They provide high-speed internet, TV packages and phone services to around 6million customers in around a hundred rural, suburban and metropolitan communities across the US, and have been doing so since 1969. 

Challenge

As the company’s contact centre takes payments over the phone for its telecoms services, it falls under the scope of the Payment Card Industry Data Security Standard (PCI DSS). They had both IVR and live agent payments which needed to be compliant and secure to reassure customers of their commitment to keeping their sensitive data protected.

They sought a provider who could deliver a simple, effective solution that would be flexible to scale up, or down, with its business needs.

Solution

Eckoh were able to streamline their operations by switching the contact centre from a ‘per agent fee’ to a ‘transaction-based’ model.  This worked well for the company as they wanted to prioritise the removal of their IVR credit card and ACH payments from the scope of the PCI DSS audit.  Having met this initial objective, Eckoh then implemented its CallGuard solution which removes those live agents from the scope of the audit.

Audio appliances, firewalls and telephony kits were installed at their main data centre and telephony ingress point in Madison, WI to cover the minimum of 48,000 monthly transactions but with room to grow.  

The company chose Eckoh and CallGuard because it was clear that Eckoh has a track record of being able to implement the solution and simply.

A flexible solution to securing payments for both IVR and live agents means that a business is free to grow and respond to customer and market demands. Achieving and maintaining PCI DSS compliance is also critical.

Value

  • Speedy implementation
  • The flexibility of the solution to accommodate growth
  • Demonstrated significant improvement to PCI DSS auditors
  • No disruption to the business as the solution works with all existing systems

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