Industry: Financial Services Employees: 8,500 Turnover: £2,249 million
Business: Large US financial services business, based in Minneapolis and serving clients worldwide.
Challenge: Achieving and maintaining PCI DSS compliance plus extending the life of their telephony technology.
Solution: CallGuard Audio Tokenisation to de-scope the entire contact centre and enable longer use of existing telephony.
- Contact centre descoped from PCI DSS audit
- Maximised investment in existing telephony
- PCI DSS compliant – every day.
This large financial services company was founded in 1894 and is head-quartered in Minneapolis. Through its subsidiaries it provides financial planning, products and services, including wealth management, asset management, insurance, annuities, and estate planning.
They currently have more than $875 billion in assets under management and administration. They also have more than two million individual, business and institutional clients served from offices worldwide - including New York, Boston, London and India.
With such a large organisation, serving customers across the globe takes a lot of planning. It also requires local contact centres to provide the level of support and customer service that the business considers vital to their engagement.
The business takes card payments over the telephone in their contact centres when completing the sale of their financial planning services and managing customer accounts. Because they record their contact centre calls the customers’ sensitive data is also held on these recordings which are also at risk of theft and fraud.
After failing a PCI DSS audit, the business needed to put resolve their security issues to achieve compliant and continue to resell insurance products from their partners. In addition, their telephony environment was not PCI DSS compliant either and it would require a considerable amount of money to upgrade this technology.
Eckoh delivered its CallGuard Audio Tokenisation On-site solution because it proved to be simple, scalable and provided the level of risk reduction the business was seeking. This patented technology completely removes the contact centre from the cope of PCI DSS audit and so makes the whole compliance process far simpler.
As a result of the telephony environment being descoped from the audit, the business was able to hold on to their existing solution for longer, maximising their investment. Eckoh are currently working with the business to convert their telecommunications systems from PRI to SIP.
Eckoh were able to implement the CallGuard solution within only a few months because it requires minimal integration with existing systems. This makes it easy to scale up, or down, to suit the business needs.
Achieving PCI DSS compliant is vital to this business due the volume of card payments made over the telephone and the scale of its operations. Being able to extend the life of their telephony technology had significant financial benefits to this global business.
- Contact centre completely de-scoped from PCI DSS audit
- Cost savings through extending the life of their telephony environment
- PCI DSS compliance every minute, of every day
- Fast implementation meant minimal disruption
- Flexibility to scale up, or down