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News : Air Europa Chooses PCI Pal to Enhance Contact Center Payment Processes

#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."

#contactcenterworld, @pcipal

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About PCI-PAL:
Company LogoPCI-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.
  Company Blog   Company Twitter   Company LinkedIn   Company Profile Page

About Air Europa:
Company LogoAir 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.Company Profile Page

Today's Tip of the Day - Call-backs

Read today's tip or listen to it on podcast.

Published: Thursday, November 3, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)
 

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