Background
Founded in 1976 and headquartered in London, the customer is the world's largest foreign exchange bureau, specializing in international payments, foreign currency exchange, and prepaid travel cards.
Today, the company operates more than 1,500 outlets in 26 countries, including locations in over 100 airports worldwide. The customer also manages a network of more than 1,100 ATMs and provides foreign exchange services through its online and mobile platforms.
Its UK contact center operation employs approximately 100 agents who handle customer enquiries and process payments for foreign currency transactions.
Challenge
As a global foreign exchange provider, the customer is a frequent target for fraud. To protect customers and the business, the company had implemented multiple layers of security and fraud prevention within its contact centers.
The company used a NICE call recording platform and relied on agents manually pausing recordings while payment details were collected. Although this approach supported PCI DSS compliance, it became increasingly difficult to manage as payment volumes grew.
The customer wanted a more secure and scalable way to protect payment card data while simplifying compliance processes and reducing risk.
At the same time, the business was looking to strengthen its disaster recovery (DR) strategy. While a secondary contact center was available, switching operations between sites was a complex process. To ensure business continuity, the customer needed a faster and more reliable solution.
Solution
Secure Payments
Eckoh implemented its patented CallGuard solution, allowing customers to enter payment card details securely through their telephone keypad while remaining connected to the agent.
A key requirement was maintaining the customer's existing payment pages and CRM integrations. CallGuard was deployed with minimal disruption and without affecting existing systems or processes.
Disaster Recovery and Business Continuity
To improve resilience, the customer implemented EckohROUTE, Eckoh's natural language call routing solution.
Using a simple online interface, the customer can instantly redirect inbound calls between contact centers. Pre-configured routing plans allow the business to switch operations to its disaster recovery site at the click of a button, ensuring uninterrupted customer service.
Solution
The implementation of CallGuard and EckohROUTE delivered significant benefits for both the customer and its customers:
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Agents no longer hear cardholder data, as customers enter payment details using their telephone keypad.
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Agents no longer see cardholder data. Sensitive information is replaced with masked characters on screen.
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Cardholder data is not stored within the contact center environment or call recordings.
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The contact center is removed from PCI DSS audit scope, simplifying compliance requirements.
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PCI DSS compliance is maintained continuously without relying on manual processes.
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The risk of data breaches is significantly reduced because sensitive payment data is never exposed.
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Calls can be redirected quickly and easily between contact centers, strengthening disaster recovery and business continuity capabilities.
Looking Forward
As a global payments provider, the customer must balance convenience with security. By implementing Eckoh's secure payment and call routing solutions, the company has significantly reduced risk while improving operational resilience.
The approach developed for the customer has since become part of Eckoh's broader solution architecture and has been adopted by other enterprise organizations facing similar payment security and business continuity challenges.
Today, the customer continues to benefit from a secure, scalable platform that supports both compliance requirements and future growth.-1.svg)
