The Challenge

A large UK not-for-profit housing and care provider needed a secure, compliant way to process customer card payments over the phone while reducing the risk of handling sensitive payment data. The solution had to integrate into existing agent workflows with minimal disruption.

Our Solution

Eckoh provides CallGuard Agent Telephone Handling with Agent Card Payments via a Chrome extension, supporting secure DTMF payment capture including card expiry collection. Sensitive card information stays protected while agents continue supporting customers, and the browser-based deployment integrates into existing workflows with minimal operational impact.

The Results

The solution processes telephone payments securely without exposing card details to agents, helps reduce PCI DSS compliance scope through secure DTMF capture, and improves customer confidence. Across more than 3 million inbound calls in 2025, the not-for-profit achieved 97% total capture success on payments taken.

Key Outcomes