#contactcenterworld, @pcipal
Charlotte, NC, USA, Nov 1, 2022 -- PCI Pal(R) (LON: PCIP), a global SaaS provider of secure payment solutions for business communications, implemented PCI Pal Agent Assist into Air Europa’s global contact centers. The airline future-proofed its payment security and PCI DSS compliance requirements, while also providing a frictionless customer experience by enabling agents to personally support customers with successfully completing transactions over the phone.
The PCI Pal Agent Assist solution enables Air Europa to securely process credit card information using DTMF-masking technology, which means agents remain in contact with customers throughout the transaction, assisting customers if and when needed, while they input their card details anonymously using their telephone’s keypad.
Yago Casasnovas, Head of Payments, Fraud Prevention and Distribution at Air Europa, said: "Having undertaken a review of our payment handling processes, I felt we would benefit from a solution that would let us record every conversation for training and quality assurance purposes, yet would keep us out of scope of the requirements of PCI DSS. Having seen a demonstration of PCI Pal’s payment solutions, they ticked all of the boxes of maintaining customer contact, yet with the necessary security and compliance requirements."
PCI Pal’s solutions are being used in the airline’s contact centers in Spain, South America and Africa and initial feedback from both customers and agents has been positive:
Concludes Casasnovas: "Working with PCI Pal enables us to stay in control of the overall customer experience. There is no comparison between Agent Assist and an automated ‘payment line’ solution: the customer receives a positive experience and Air Europa has greater certainty on payments and security. This upgrade demonstrates that we look ahead at innovation and always with the customer experience at the heart of everything we do."
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About PCI-PAL:
PCI-PAL is simple, easy to use and highly secure. It has been developed by contact centre specialists for the contact centre market and allows your agents to take payments without ever hearing, seeing or touching sensitive payment card data.
When it comes to PCI DSS compliance, PCI-PAL were pioneers in the contact centre space and are in our third year of level 1 compliance to the standard. Our business has been contact centre payments for many years, with a long history in payments for business through both contact centre and fully automated. From experience we know how hard and expensive this is, so our aim is to make it as easy as possible for you to become compliant for all of your telephone transactions.
About Air Europa:
Air Europa Líneas Aéreas, S.A.U. is the third largest airline in Spain after Iberia and Vueling. The airline is headquartered in the Polígono Son Noguera in the Centro Empresarial Globalia in Llucmajor, Majorca, Spain.
Published: Thursday, November 3, 2022
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