The Challenge

The large US health insurance provider operates in a highly regulated environment that demands strong controls around sensitive customer and payment data. The organization needed a solution that could integrate with its existing contact center payment workflows while supporting secure payment processing across both agent-assisted and self-service channels.

Our Solution

Eckoh provides CallGuard SVC with agent-assisted and IVR payments across hundreds of agents. The solution gives members secure and convenient ways to pay, whether through an agent, speech automation or self-service IVR, while keeping sensitive card information out of the contact center.

Eckoh's ability to deliver a consistent, secure payment experience across DTMF, speech, and IVR was a key differentiator. The health insurance provider chose Eckoh for its implementation process, its ability to fully de-scope the payment environment and its track record with other organizations within the larger healthcare insurance space. 

The Results

By supporting multiple payment channels while keeping card data out of the contact center, the solution streamlines payment collection and improves the member experience. The healthcare insurance provider has achieved a 97% payment success rate, 15 percentage points higher than the average.

Key Outcomes