Eckoh has a proven track record of innovation in contact centre technology, staying ahead of the market to bring the latest solutions to market to help our customers combat fraud and improve customer engagement. To protect our Intellectual Property we seek and gain patents in the relevant markets.
CallGuard On-Site eliminates sensitive card data from telephone conversations before they are recorded. It can also prevent contact centre agents from seeing any card data onscreen, or hearing any card details, which minimises the potential for fraud or theft. The solution removes call recordings, screen recordings and agents from the scope of a PCI DSS audit.
UK: GB2478916 Granted 11 June 2014
US: US9178974 Granted 03 November 2015
This enables an organisation to fully de-scope itself from any type of Personally Identifiable Information (PII), without any change in its IT processes. Crucially, companies can continue using their existing tools for telephone, web or web chat payments, with any sensitive personal data being automatically replaced with placeholder data. The placeholder data is anonymous and cannot be reversed or decrypted to reveal the original sensitive information. As a result, the risk of fraud and the impact of a potential data breach is minimised because there is no longer any sensitive data stored in a company’s environment. Essentially, there is nothing meaningful for criminals to steal.
The secure proxy approach is used in CallGuard, Eckoh’s market-leading secure payment solution. CallGuard automatically replaces payment data or other sensitive data such as National Insurance or Social Security Numbers with ‘placeholders’, prior to it entering an organisation’s contact centre or IT environment.
The secure proxy approach de-risks a client’s sensitive data and is deployed over their existing IT infrastructure without the need to make any changes to it. Eckoh’s ChatGuard product (the first to be offered globally by a Level One PCI DSS Service Provider) uses this method to secure any existing chat session, irrespective of supplier, and allow it to take a payment securely.
UK: GB2497940 Granted 21 December 2011
US: US9,887,966 Granted 6 February 2018 and US10,263,963 Granted 16 April 2019
Europe: EP2795556 Granted 19th June 2019
Authenticating User for Data Exchange (Customer Authentication)
An innovative authentication concept that offers merchants an even more secure way to take a payment on a phone call where it is more difficult to verify that a caller is the genuine cardholder.
Eckoh’s new process uses both voice biometrics to authenticate a caller, and a phone ‘footprint’ to authenticate the caller’s mobile device. The dual authentication mechanism increases the merchant’s confidence that the caller is the genuine cardholder.
Today, a fraudster may be in possession of stolen card details (including the 3-digit security code on the reverse of most cards), but they are highly unlikely to pass a voice biometric check and also to be calling from the cardholder’s own mobile phone. As such, Eckoh’s approach, significantly reduces the risk of fraud.
Authenticating User for Data Exchange US
US9892409 Granted 13 February 2018
A ground breaking new technology innovation which underpins Eckoh’s expansion of its Omnichannel customer engagement portfolio.
An online personal shopper offering is an example of how this solution can work. While a customer is browsing a company’s website, they may have a question about a particular product. If they contact the company’s contact centre, an agent can securely link to and ‘take control’ of the customer’s browsing session. This allows the agent to upsell complementary products or highlight special offers and actually add them to the customer’s basket. In effect, the agent is acting as an online personal shopper. Once the basket is complete, the agent can then ‘hand back’ the session to the customer who retakes control of the transaction by completing the payment securely. As the agent and contact centre are not involved in the payment process, no card data enters the contact centre environment, which therefore remains out of scope for PCI DSS.
Session Handoff US
US10,270,865 Granted 23 April 2019
Contact Centre Authentication US
A contact centre is able to authenticate a caller using their existing Amazon, PayPal or other online account details. The contact centre therefore reduces the potential for fraud and other account abuse. For new callers, a customer account can be automatically created using the caller’s existing Amazon/PayPal/etc profile, which saves considerable time (the agent need not enter address details or payment details), and improves accuracy (the address is guaranteed to be correct because the caller has used it successfully in the past).
US10298759 Granted 21 May 2019
Notification of Grants
CallGuard On-Site Europe - Notice of Allowance 12 February 2019 (see description above)