Revolutionizing digital payments: How Eckoh enables payment via digital wallets

The payments landscape has transformed significantly over the past decade. Among the most impactful innovations are digital wallets like Apple Pay and Google Pay, which have revolutionized how consumers interact with businesses. For organizations, particularly those managing contact centers, integrating these payment methods is no longer a luxury—it’s a necessity. At Eckoh, we’ve embraced this evolution, creating seamless, secure, and highly flexible digital payment solutions that incorporate digital wallets to enhance customer experiences.

The rise of digital wallets

Digital wallets began gaining widespread adoption in 2017, providing a convenient way for consumers to make payments using smartphones and other devices. Today, they are an integral part of the global payments ecosystem.

Research by WorldPay shows that digital wallets have become the leading and fastest-growing payment method worldwide, regardless of where consumers shop. In 2023, they represented 50% of global e-commerce spending (over $3.1 trillion) and 30% of global point-of-sale spending (over $10.8 trillion). By 2027, digital wallets are projected to handle over $25 trillion, equating to 49% of global transaction value across e-commerce and POS.

For consumers, digital wallets offer a combination of ease, speed and security. They eliminate the need to carry physical cards or cash, instead using biometric authentication like fingerprints or facial recognition to authorize payments. This shift has been especially pronounced among younger generations, who value convenience above all else in their payment methods.

Evolving consumer expectations

The rapid adoption of digital wallets reflects broader trends in consumer behavior. Shoppers expect frictionless experiences, whether online or over the phone. Indeed, convenience often outweighs security concerns for many consumers, highlighting the need for businesses to simplify their payment processes as much as possible, whilst maintaining the highest standards of security.

Services like Apple Pay and Google Pay have set a high bar for user-friendly payment experiences. As these technologies continue to gain traction, businesses must offer payment methods that align with consumer preferences to remain competitive.

Eckoh recognized these shifts early on, making digital wallets a core part of its payment solutions. Our aim has always been to empower customers to pay in ways that suit them while ensuring security and enhancing customer satisfaction.

How Eckoh’s digital wallet integration works

At the heart of Eckoh’s digital wallet integration is simplicity and security. Our solution is designed to work seamlessly within contact centers, enabling agents to facilitate payments without compromising data protection or user experience.

The payment journey

Here’s how the process works:

1. Link delivery:
   When a payment needs to be made during a call or a webchat, the contact center agent can send a payment link to the customer via SMS, email, webchat or any other channel of the customer’s choice.
2. Branded payment page:
   When the customer clicks the link they are directed to a branded payment page hosted on a secure subdomain of the organization’s own website. This maintains trust and ensures the process feels personalized, reassuring the customer and increasing the chances of the payment being made successfully
3. Integration with digital wallets:

The customer can be offered a range of different ways to pay including by using digital wallets such as Apple Pay or Google Pay. This is a familiar process to most consumers now who are used to using such methods to pay for goods and services online. 

1. Realtime feedback:
   As the customer completes the payment, the agent receives real-time feedback on their progress, enabling seamless communication and support and reducing the chances of the transaction failing for whatever reason. 
2. Security measures:
   Payments are protected by 3D secure authentication, and digital wallet transactions use built-in security features like biometric authentication.

Offering digital wallet integration into the payment process has significant benefits both for consumers and for businesses. 

• Omnichannel flexibility - Consumers interact with businesses through multiple channels, from voice calls to web chat, and they dislike being required to switch between channels in order to make a payment. Our payment solution supports payments via SMS, email and chat, ensuring customers can pay wherever they are, using the method they prefer.
• Deferred payments - Sometimes, customers need time to review a payment or may prefer to pay later. Eckoh enables deferred payment links, allowing users to complete transactions at their convenience without needing to re-engage with the contact center.
• Building consumer trust - A key element of Eckoh’s digital payments solution is the emphasis on branding and personalization. The payment link directs customers to a branded payment page, reinforcing trust and creating a consistent experience. Customers are more likely to complete transactions when they recognize the brand they’re interacting with. This approach helps reduce drop-off rates, boosting conversions and customer satisfaction.
• Increased conversions - The simplicity and speed of digital wallet payments reduces friction, encouraging customers to complete transactions.
• Improved operational efficiency - Real-time feedback and seamless integration reduce manual processes, saving time for both agents and customers.
• Future-proofing payments - By adopting cutting-edge technologies, businesses can stay ahead of competitors and adapt to future trends.
• Built for AI - Works with virtual agents and chatbots to help secure emerging technologies and increase automated conversions.

Embracing the future of payments

As digital wallets become an integral part of daily life, businesses must adapt to provide seamless, secure payment experiences. Eckoh’s digital payments solution combines the convenience of Apple Pay and Google Pay with robust security and personalized branding, empowering organizations to thrive in the digital age. By staying ahead of trends and prioritizing customer needs, we’re shaping the future of payments—one transaction at a time.

Talk to us today about how we can help you incorporate digital payments into your suite of secure payment options.