Secure Payments in Web Chat wins a Bronze medal for Eckoh

News & Insights

29 Oct 2019

Eckoh's PCI DSS compliant contact center wins for Best Use of Technology in the UKCCF Awards 2019

Eckoh plc (AIM: ECK) has won a bronze medal at the recent UK Contact Center Forum (UKCCF) awards for the Best Use of Technology. The award recognizes the implementation of the ChatGuard solution within Eckoh's contact center as a means of taking payments securely within a web chat session.

The 2019 UKCCF Awards recognize individual, team and company best practice amongst the UK's 6,000+ contact centers - rewarding innovation, team working, employee engagement, the delivery of superb customer experience and more. Above is Willem Botes of Eckoh collecting the award.

For many years Eckoh's CallGuard technology has enabled consumers to make secure payments over the phone via agent, using IVR, mobile apps and more recently using eWallet services such as Apple Pay.

Until now, agents in a live web chat with a customer had to either ask them to go to another part of the website or call the contact center to make a payment, or worse still take their payment details non-compliantly. This was a poor customer experience and often resulted in abandoned sales. Eckoh's patented ChatGuard solution has enabled its agents to take a Payment Card Industry Data Security Standard (PCI DSS) compliant payment seamlessly within a web chat session.

With Card-Not-Present (CNP) fraud set to reach $7.2bn by 2021[1] and with 95% of online cart abandonments happening at the payment stage[2], it seemed to Eckoh's technology experts that extending its patented CallGuard solution to the chat channel would help address this challenge.

Victoria Norman, Senior Contact Center Manager at Eckoh comments, "It's great to see our contact center and our innovative technology achieving the recognition they deserve in these industry awards. Today's customers want to know that organizations are taking every step to secure their data, however they choose to pay, and Eckoh's secure payment solutions play a critical role in ensuring that the contact center is just as secure as other environments."

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[1] Iovation & Aite Group [2] Deloitte Global Contact Center Survey