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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.

"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 - Have Some Fun

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

Published: Friday, September 3, 2021

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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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