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News : Flogas Opts for Simplicity to Strengthen Trade and Customer Payment Security.

#contactcenterworld, @eckoh

Sue Ellis, Head of Customer Experience Centre at Flogas: "We were seeing more demand from customers to pay for goods and services out of hours and through our customer facing colleagues. We knew we had to make a few changes to accommodate these needs, while ensuring we continue to protect their card data. It’s important to us that we can sell our products safely through all of our network.

"We needed a more robust and secure way to take payments. We had been using a ‘Pause and Resume’ method to protect our call recordings. But this is prone to error and is not a secure payment method in itself.

"Because of our multiple needs – securing our telephone payments in both contact centres and enabling payments via our depots, while simplifying the burden of PCI DSS compliance, we were recommended to speak to Eckoh by a specialist in payment data security. It was Eckoh who had the solutions we needed. They recognised our telephony challenge and proposed their CallGuard product which keeps our whole contact centre environment free from payment card data and out of scope for PCI DSS compliance.


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"CallGuard enables our agents to take payments over the phone and gives customers the option to either enter their card numbers through their telephone keypad or speak them securely at the appropriate time. Because numbers are masked from agents on their screen, they don’t see or hear the details. And call recordings can continue unbroken.

"To help with payments at depots, and to add another option to contact centre telephone payments, Eckoh proposed their Pay-by-Link option. If the customer prefers to pay online while on the phone with an agent or at a depot, we can text them a link on their phone. The customer completes the payment page with their details and the agent or depot confirms the order for delivery at their chosen collection depot. What’s more, for either telephone or Pay by Link payments, we have the option to add functionality so our customers can pay using Apple Pay, Google Pay or PayPal in the future.

"We were very impressed, not only with the way Eckoh handled the project, but how easy it is for our agents to use. Customers have also remarked on its simplicity. As the solution could be incorporated into our outsourced contact centre, it meant we can now take sales around the clock.

"We’re delighted with the result. Since we rolled out CallGuard and the Pay-by-Link app throughout Flogas we have further improved the security of our environment, whilst having peace of mind that the business is PCI DSS compliant with our customer facing payments. Furthermore, we’ve improved the customer experience and made it more consistent and secure across our various channels and improved our ability to take payments out of hours."

#contactcenterworld, @eckoh


About Eckoh:
Company LogoEckoh is a global provider of Secure Payment and Customer Engagement solutions via our Eckoh Experience Portal. We’ve an international client base and offices in the UK and US. We're providers in transforming contact centre operations by delivering customer experiences across every channel, boosting agent productivity, reducing operations costs and maximising payment security. We’ve over 20 years’ experience in contact centre technology solutions. Eckoh has been a PCI DSS Level One Service Provider since 2010.
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Today's Tip of the Day - Train In Sensitivity

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

Published: Friday, September 3, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

5.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

6.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

7.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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