News : Thames Water Selects Eckoh to Secure Phone Payments
London, UK, May 3, 2016 -- Eckoh has been awarded a contract to provide a range of hosted secure payment services to Thames Water.
Thames Water is a water and wastewater services provider in the UK, supplying water to customers across London and the Thames Valley. They also remove and treat more than four billion litres of sewage for customers. Eckoh was selected through a formal tender process and the contract is due to commence in the first quarter of the 2016/17 financial year.
The Eckoh payments solution comprises CallGuard and EckohPAY. CallGuard prevents payment card details from being seen or heard by contact centre agents when customers make payments over the phone, and stops any of the card data entering the IT environment of the organisation. Eckoh's PCI DSS level one compliant contact centre operation will also be used as an overflow facility for taking secure customer payments where necessary.
In addition customers will be able to make bill payments at any time over the phone using EckohPAY, Eckoh's fully automated service which will validate the caller against their unique customer number, capture card details and handle card authorisation and settlement. The service will speed up the payment process and improve efficiency and customer satisfaction.
The implementing of this full solution underpins Thames Water's commitment to the security and privacy of their customers' personal information.
"We selected Eckoh because of their flexible approach, their excellent reputation within the utilities industry and their highest level of PCI DSS accreditation." said Stuart Ledger, Chief Financial Officer – Retail Service at Thames Water. "CallGuard and EckohPAY will ensure that we can efficiently service high demand, but most importantly give our customers the confidence that their payments are being handled in a secure manner, whether they are paying through telephone automation or through our advisors."
Nik Philpot, Chief Executive Officer of Eckoh, commented: "I'm very pleased to announce this significant new agreement with Thames Water, which is now our largest client within the water utilities sector. We look forward to developing a strong relationship with Thames over the coming years."
Posted by Veronica Silva Cusi, news correspondent
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Eckoh is the UK’s largest provider of hosted speech recognition services, with experience in successfully deploying self-service solutions. These allow our clients to efficiently manage their contact centres by replacing the more repetitive calls with an effective and intuitive automated service. Our carrier-grade platform has the scalability to handle over 650,000 calls an hour and up to 8,000 simultaneously. Our platform has the capacity to manage even the most dramatic and unexpected call peaks.
About Thames Water:
Thames Water Utilities a water and sewerage company, serving almost 12 million customers. Each year, the company’s 24-hour customer service centre in Swindon, handles over 3.5 million calls. Having also been awarded Dwr Cymru’s (Welsh Water) customer service contract, Thames Water handles calls for 1.2 million customers across Wales.
Published: Thursday, May 5, 2016