Arlington, VA, USA, April, 2021 -- PCI Pal(R), a global provider of cloud-based secure payment solutions, has been selected by the real estate investment trust, AvalonBay, to upgrade its contact centre payment security and compliance solution, replacing a legacy ‘pause and resume’ system.
With the legacy systems requiring a costly upgrade, AvalonBay researched for alternative innovations that could be integrated with existing call management, recording and CRM solutions, while maintaining total compliance with the PCI DSS rules. With 15 regional offices, approximately 250 associates handle customer interactions and enquiries from the firm’s shared-services hub in Arlington, VA, as well as remotely during the pandemic.
Confirms Steve Fabian, Senior Vice President of AvalonBay, "PCI Pal’s cloud-based Agent Assist payment security solution was selected as it provides a number of benefits; our agents can continue talking to customers while payment information is input and transacted, enhancing our personalised service and customer experience. It also integrates with our existing unified call management system, CRM and two payment systems, so from a technology standpoint delivers a consistent experience for our agents and no major overhaul of existing systems and processes."
One of the most significant benefits has been the ability for AvalonBay’s agents to be able to work from home and continue to take secure, compliant payments, as Steve adds:
While we were setting agents up to be able to work from home, one thing we couldn’t have foreseen was COVID-19. Agent Assist has enabled our agents to work seamlessly from home. The fact that we’ve been able to continue from home proves that Agent Assist is a powerful product – and we’ve completed roll-out amid the pandemic and received awesome service throughout the process."
Posted by Veronica Silva Cusi, news correspondent
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.
Published: Friday, April 30, 2021
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