Case Studies

Proving our solutions work

UK Government - Public Sector
Eckoh Experience Portal for customer engagement and secure payment solutions.
Eckoh Experience Portal for customer engagement and secure payment solutions.

Profile

Industry: Government – Public Sector   Employees: 3,180   Outputs: 5m docs pa

Business: Security-oriented Government Public Sector department, with a presence throughout the UK

Challenge: Achieve and maintain PCI DSS compliance and provide a choice of agent-assisted and self-service channels for customer engagement

Solution: CallGuard secure payment solutions, Email, Chat, Call Routing and Self-Service tools

Benefit:

  • Continuous PCI DSS compliance
  • The customer has a choice of channels
  • Add new channels as needed

Background

This organisation is a division of the Home Office and is based in London.  It provides vital identity and travel documentation for British nationals worldwide. Each year they issue over 5 million passports and provide a passport validation service to support the business community and government departments in preventing fraud. They have seven regional passport offices and over 50 passport interview offices in the UK.

In 2008 they were joined by another Government department who oversee the system of civil registration in England and Wales, administering the marriage laws and securing the provision of an efficient and effective system for the registration of births, deaths and marriages. 

Challenge

With security embedded into the very heart of this organization, it was vital for them to be able to offer their customers a secure way to pay. They also needed to achieve, and maintain, compliance with the Payment Card Industry Data Security Standard (PCI DSS).

As part of their customer experience transformation program, they also sought more efficient ways to engage with their customers and to offer their customers a choice of channels.

With call volumes to their contact center increasing there was a further requirement to route calls more effectively to the right agent - first time.

The client chose the Eckoh Experience Portal for customer engagement and secure payment solutions. Security is at the heart of this organization so securing payments and maintaining PCI DSS compliance was essential. Stepping up to the challenge of providing a great customer experience the organization opted for a range of engagement solutions with the ability to add more as they need them.

Solution

Eckoh implemented its CallGuard solution for agent-assisted payments. Each of these solutions helps de-scope the organization from the PCI DSS audit – easing the burden of maintaining compliance.

Using EckohROUTE for call routing, prompt and number management as well as MI and reporting means that they can now be confident that customers will be directed to the right department to resolve their query. Delivered through Eckoh’s partner Teleperformance, call functionality includes speech recognition and voice biometrics. Natural language capabilities mean that the organization’s IVR opens an engagement with the simple phrase ‘how can I help you today?’

Security is at the heart of this organization so securing payments and maintaining PCI DSS compliance was essential. Stepping up to the challenge of providing a great customer experience the organization opted for a range of engagement solutions with the ability to add more as they need them.

Value

  • PCI DSS compliant every minute of every day
  • Significantly reduced risk of fraud and impact of data breaches
  • Enhanced customer experience with efficient call routing
  • Customers can choose their preferred engagement and payment channel
  • Eckoh Experience Portal means new channels can be added as the organisation needs them – all from one provider

 

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