Eckoh delivers innovative CallGuard solution to secure agent-assisted payments in the cloud.

A direct marketing and advertising company that specializes in merchandise and magazine subscriptions.


Industry: Direct Marketing Employees: 1,000 Revenue: $840.6 million

Business: A direct marketing organization founded over 70 years ago that specializes in merchandise and magazine subscriptions.

Solution: CallGuard, the secure payment solution that prevents sensitive data from entering or being stored in the contact center's systems, achieving PCI DSS compliance every minute of every day.

Seeing Innovation in Challenges

The Client came to Eckoh with a time-sensitive need to de-scope their contact center including their agents and telephony systems. The Client utilizes several telephony carriers in order to achieve redundancy and manage their costs. These carriers deliver telephone calls via private trunks that connect directly to The Client’s data centers.

To help The Client achieve as much de-scoping from PCI DSS auditing as possible, Eckoh provided our patented CallGuard solution. Not only does this allow them to achieve SAQ-A compliance and fully de-scope them for PCI DSS, as a vendor-agnostic solution, it works seamlessly with complex environments and other technologies.

Typically, calls are delivered to Eckoh’s cloud platform via a publicly accessible IP endpoint terminating on our Cloud SBC. Because The Client’s telephony carriers – Lumen and MetTel – delivered calls via private trunks, the standard implementation was not an option. Because of our team’s high level of expertise due to years of experience, Eckoh was able to create an alternative method to deliver the calls to Eckoh’s Cloud.

This challenge is a common issue for many cloud providers as the cloud is just not designed or architected for private and/or physical circuits. Working with our strategic cloud partners, Eckoh was able to provide The Client with a Direct Connect setup, which involved the customer terminating their carrier circuits into our cloud provider’s point of presence. Call traffic could then be routed through the cloud provider to Eckoh’s cloud SBC.

Looking Forward

As a solution unique to Eckoh, we recognize that this example is likely a challenge many other enterprise organizations struggle with when they begin tackling payment security within their contact centers. Some organizations may even feel like their only option is to either deploy hardware on-premise – likely disrupting long-term cloud transformation strategies – or only achieve partial PCI DSS de-scoping.

As a result, the methodology innovated for The Client is now part of the Eckoh architecture. In fact, multiple other clients have also taken advantage of this solution, allowing them to maintain their existing telephony architecture while maintaining the strictest possible standard for payment security.

To learn more about how Eckoh secures payments across all engagement channels, reach out to one of our trusted advisors.

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