The Challenge

The specialized healthcare organization needed to enable secure payment processing within its contact center while reducing PCI DSS scope, protecting sensitive customer payment information and maintaining a seamless customer experience. As a healthcare organization managing personal data, it also needed to handle chat data securely as AI services were introduced.

Our Solution

Eckoh provides CardEasy SVC, digital payments, FlowRoute, and conversational AI. The relationship started with secured payments, then grew into FlowRoute, which reduced the call issues they had experienced with a previous partner. Digital payments improved the customer experience, and their agents are able to work more effectively through conversational AI via chat.

Because they handle personal data, bespoke work was carried out to ensure chat data managed through the AI service is masked and kept secure, preventing any chat data from being intercepted. 

The Results

The healthcare organization has maintained 100% service availability over the last 12 months. Through FlowRoute the service handles 2.72 million calls and 17.8 million minutes a year, with peak call concurrency of 354, at an average of 80% successful capture on payments taken. 

They saw Eckoh as a trusted partner throughout, which is what led the relationship to grow from payments into FlowRoute and then conversational AI. Conversational AI is expected to expand into further areas of the business, currently live in two business units.

Key Outcomes