Eckoh has won a new three year contract with Whitbread plc, the UK's largest hotel and restaurant company, to provide a card payment solution for Whitbread’s Premier Inn Customer Contact Centre.
In December 2010, Eckoh secured a contract to provide an automated booking and payment service using advanced speech recognition to Whitbread's Premier Inn hotel chain and associated restaurants. This new agreement will build on the existing payment services by supplying Premier Inn with Eckoh's EckohPROTECT solution which is compliant with the Payment Card Industry Data Security Standards (PCI DSS). EckohPROTECT enables customers to provide card payment details to a contact centre agent securely over the phone without those details being heard or transferred into the contact centre environment. This enables organisations to more easily comply with PCI DSS as well as reducing the opportunity of fraud and providing a more reassuring process for their customers.
Eckoh will also be providing Premier Inn with EckohROUTE, which is an advanced call management service for Premier Inn's non-geographic phone numbers that will enable the efficient management of over 1500 numbers throughout the UK.
By using Eckoh as their PCI DSS compliant service provider, Whitbread will be able to implement a more cost effective solution whilst continuing to expand the booking and payment services within the Customer Contact Centre. The service is expected to start in April 2013.
Siobhan Fagan, Head of Customer and Business Systems at Whitbread, said,
'We have been working with Eckoh for some time now and we're extremely happy with the service they provide. Following the successful implementation of the Premier Inn automated booking service the next phase was to enable our customers to make safe, secure payments over the phone with an agent. In addition, we wanted to improve the management of our non-geographic numbers to overcome the complexities of operating and reporting on such a large volume of inbound phone numbers. Eckoh brings a great deal of expertise in the complex area of PCI DSS compliance and network management and as a trusted supplier they were the natural choice for us.'
Nik Philpot, Chief Executive Officer of Eckoh, commented:
'Whitbread is a highly valued customer of Eckoh's and we are delighted that we are expanding our relationship with their adoption of our EckohPROTECT and EckohROUTE solutions. As we've seen with Whitbread there will be an increasing expectation for organisations to provide a secure payment environment, not only from a PCI DSS compliance perspective, but to maintain a high level of trust from the paying public when they disclose their personal card information.
EckohPROTECT ensures that organisations can comply with these challenging security standards without compromising customer service and as a result we expect that the demand for this solution will only accelerate.'
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For more information, please contact:
Nik Philpot, Chief Executive Officer
Adam Moloney, Group Finance Director
Tel: 01442 458 300