Global Life Science Business

Global US life sciences business, providing clinical laboratory, drug development and health care diagnostic services.

Profile

Industry: Healthcare Employees: 60,000 Revenue: $10.09 billion

Business: Global life sciences business based in North Carolina, providing clinical laboratory, drug development and health care diagnostic services.

Challenge: Maintaining customer contact during payment transactions and PCI DSS compliance.

Solution: CallGuard secure payment solution to prevent payment card data entering the contact center environment, achieving PCI DSS compliance.

Benefit:

• PCI DSS compliance
• Reduce the risk of fraud
• Maintain customer contact during transactions Improved customer experience

Business

This leading global life sciences and healthcare diagnostics company is based in Burlington, North Carolina. It is an S&P 500 business with annual revenues of $10 billion, operating one of the largest clinical laboratory networks in the US with a network of 36 primary laboratories.

The company provides diagnostic, drug development and technology-enabled solutions for more than 115 million patient encounters per year, processing tests on more than 2.5 million patient specimens per week. They also support clinical trial activity in approximately 100 countries through its industry-leading central laboratory business, generating more safety and efficacy data to support drug approvals than any other company.

Challenge

The business has direct contact with its customers who need to make payments for tests, drugs or insurance products and services. They provide contact center agent-assisted payments which means that they handle payment card data. In turn, this requires that their contact center stores, transmits and processes payment card data so they are required to comply with the Payment Card Industry Data Security Standard (PCI DSS) in order to continue to be able to take such payments.

It is imperative for their customer service reps (CSRs) to be able to stay in touch with their callers throughout the transaction which adds a further complication into the handling of data, especially in an industry where call recording is also required.

Solution

Eckoh delivered its CallGuard solution, using patented audio tokenization technology to mask the sensitive payment card data from the agent so that they see, hear and record nothing.

When a caller keys in their card details using their phone's keypad, audio tones are generated (known as DTMF digits) which match the card number. CallGuard replaces these numbers immediately with replacement numbers - tokens - which are automatically inputted to the agent's payment page. Since the tokenized data is not real card information it can be stored, transmitted and processed safely and compliantly. Once the payment is ready to submit to the Payment Service Provider (PSP), CallGuard converts the tokenized data back into the real card number before forwarding to the PSP.

We're excited to implement Eckoh's CallGuard solution because we believe it enhances our ongoing commitment to the privacy and security of our customers and it's good for our business and customer experience.

Global Life Sciences Business

Value

• CSRs can now stay in touch with their callers throughout the payment process.
• PCI DSS compliance has been achieved and can be maintained.
• CSR and contact center payments can continue.
• Risk of fraud is significantly reduced by preventing payment card data from entering the contact center systems.
• So, there is nothing there for anyone to steal.

Looking Forward

As a solution unique to Eckoh, we recognize that this example is likely a challenge many other enterprise organizations struggle with when they begin tackling payment security within their contact centers. Some organizations may even feel like their only option is to either deploy hardware on-premise – likely disrupting long-term cloud transformation strategies – or only achieve partial PCI DSS de-scoping.

As a result, the methodology innovated for The Client is now part of the Eckoh architecture. In fact, multiple other clients have also taken advantage of this solution, allowing them to maintain their existing telephony architecture while maintaining the strictest possible standard for payment security.

To learn more about how Eckoh secures payments across all engagement channels, reach out to one of our trusted advisors.