The Challenge

 A large UK healthcare provider wanted a single payment solution that met all PCI DSS requirements and was easy for agents to use across departments that each handle payments differently. Working in healthcare, it also needed deep integration with internal systems and a high standard of cyber security sign-off.

Our Solution

Eckoh provided a multi-tenant CallGuard solution with digital payments. Agents follow one standardized process, but on selecting the department handling a payment, the relevant fields load automatically so agents collect exactly what their department needs. Eckoh integrated with their internal systems and set up automatic CRM updates, creating a full end-to-end payment flow. Each department was given its own virtual terminal design with the appropriate drop-downs.

The Results

There have been no service incidents since go-live. Department-specific reporting gives the healthcare provider detailed visibility of performance, showing which areas receive the most calls and payments.

The healthcare provider chose Eckoh as the best-suited product for its systems, and a flexible commercial ramp-up reflected a partnership rather than a standard customer relationship. They are now exploring AI with Eckoh to help automate some call flows into the contact center.

Key Outcomes