Eckoh’s PCI DSS compliant contact centre 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 Centre Forum (UKCCF) awards for the Best Use of Technology. The award recognises the implementation of the ChatGuard solution within Eckoh’s contact centre as a means of taking payments securely within a web chat session.
The 2019 UKCCF Awards recognise individual, team and company best practice amongst the UK’s 6,000+ contact centres – 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 centre 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 £680m by 2021 and with 95% of online cart abandonments happening at the payment stage, 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 Centre Manager at Eckoh comments, "It's great to see our contact centre and our innovative technology achieving the recognition they deserve in these industry awards. Today’s customers want to know that organisations 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 centre is just as secure as other environments.”
 National Audit Office  Deloitte Global Contact Centre Survey
Latest News Items
Thursday, 13 August 2020 Significant UK Contract WinSix-year Capita and TfL contract renewal worth £4m
Tuesday, 16 June 2020 Full year results 2020Results in line with market expectations; strong revenue and profit growth
Wednesday, 03 June 2020 Eckoh’s security solution CallGuard wins twice at the Card Not Present Awards 2020Eckoh wins won both the Judges Award and Customer Choice Award for the Best Contact Center Solution at the 2020 Card Not Present (CNP) Awards.