How to Deliver Secure, Seamless Payments Across Every Customer Touchpoint

Customers don’t think in channels, they just expect to be able to pay, easily and securely, wherever and however they engage with your brand. Whether it’s a phone call with an agent, a quick message in a web chat, or a link in an SMS or email, the payment experience needs to feel effortless, consistent and safe.  

For businesses, the challenge is delivering that same seamless, secure journey across a growing number of touchpoints, all while staying fully compliant with PCI DSS. 

But for many, this is easier said than done. As customer journeys become increasingly omnichannel and fragmented, ensuring PCI DSS compliance while maintaining a great user experience can be a major challenge. 

That’s where Eckoh’s suite of secure payment solutions comes in. Each product is designed to protect payment data and deliver seamless experiences, no matter the channel. 

Here’s how each one helps you deliver secure, compliant, and convenient payments across every customer touchpoint: 

1. CallGuard – Protecting Payments Over the Phone 

CallGuard is Eckoh’s flagship solution for securing phone-based payments. It allows contact center agents to take card payments without hearing, seeing or accessing card details, keeping sensitive data out of your systems entirely. 

• Agents stay in the conversation 
• Customers input their card numbers via keypad (DTMF masking) 
• No sensitive data enters your environment 
• Full PCI DSS compliance without disrupting your infrastructure 

Whether calls are live or recorded, CallGuard ensures payments are secure and seamless, helping build customer trust while reducing compliance risk. 

2. ChatGuard – Secure Payments Within Your Existing Chat Window 

Customers love using live chat, but when it comes time to pay or share personal details, they don’t want to be bounced around or redirected to a separate page. ChatGuard keeps the entire interaction within the same chat window, creating a smoother, faster experience that increases completion rates and customer satisfaction. 

• Securely collect payment information inside your existing chat client 
• No redirects because customers stay in one window, start to finish 
• Enable 3D Secure (3DS), Apple Pay, Google Pay, PayPal, and more 
• Fully PCI DSS 4.0 compliant, agents never see sensitive data 

ChatGuard also supports the secure collection of Personally Identifiable Information (PII), which can be used for onward authentication and to deliver more personalized support. It's a simple way to enhance your existing chat experience, without changing platforms or compromising security. 

3. Digital Payments – Flexible, Frictionless, Omnichannel 

Eckoh’s Digital Payments platform supports payments across email, SMS, social media, and more. You simply trigger a secure link from any channel, which the customer clicks to open a PCI-compliant payment page on their device. 

• Perfect for asynchronous interactions 
• No login or app download required 
• Supports Apple Pay, Google Pay and card payments 
• Links can expire for added security 

It’s fast, flexible, and designed to work anywhere your customers are, which is ideal for remote agents, proactive outreach teams, or digital-first journeys. 

4. Flowroute – Resilient, Cloud-Based Telephony for Mission-Critical Voice 

When secure payments depend on a stable call connection, call quality and reliability matter more than ever. Available to CallGuard users, Flowroute is a 100% cloud-based SIP trunking platform that delivers the resilience, reach, and clarity that contact centers need to support seamless voice interactions. 

• Powered by Flowroute’s patented HyperNetwork which intelligently meshes multiple carriers into a single, robust telecom network 
• Maximizes call quality and uptime for mission-critical contact center operations 
• Ideal foundation for cloud-based CallGuard deployments, ensuring clear, uninterrupted payment experiences 
• Unmatched reliability for inbound and outbound voice traffic 

By combining Flowroute’s resilient telephony with Eckoh’s secure payment solutions, organizations can offer flawless, compliant voice payment experiences with total confidence. 

5. Payment IVR – Self-Service Payments by Phone, 24/7 

Not every payment requires a human. Eckoh’s Payment IVR solution gives your customers the option to pay their bills quickly and securely using a fully automated phone system, any time of day. 

• Available 24/7 with no agent involvement 
• Simple DTMF-based card entry 
• Instant confirmation of payment 
• Fully scalable for spikes in call volume   

It’s ideal for utilities, telecoms, retailers and public sector organizations looking to lower costs while improving customer convenience. 

6. Secure Conversational AI Agents – Smarter Payments, 24/7 

Conversational AI agents can now securely handle payments across voice and digital channels, both on their own or alongside your human teams. Whether managing full transactions independently or supporting agents with real-time guidance, they deliver fast, consistent service around the clock. 

• Take secure payments directly within chat or voice conversations 
• Work standalone or augment live agents with AI-powered support 
• Boost efficiency and enhance the customer experience 

Eckoh’s secure conversational AI solution helps you deliver smarter, seamless payment journeys, reducing pressure on teams while meeting customer demand for fast, self-service options.  

Bringing It All Together 

No matter where your customers choose to engage - voice, chat, email, web, SMS or social media - Eckoh’s secure payment solutions ensure that their data is protected, and their experience is smooth. And because all Eckoh solutions are modular, and cloud-friendly, they’re easy to deploy individually or as a fully integrated secure payments ecosystem. 

Whether you're looking to enable one new channel or transform your entire customer payment experience, Eckoh makes it possible to deliver secure, seamless payments at every touchpoint, without disrupting operations or increasing risk. 

Talk to us today about how we can help you.