Insurance Intermediary Company

This international insurance intermediary group provides broking and underwriting services worldwide.

Profile

Industry: Financial Services - insurance Employees: 3,800 Revenue: $693 million

Background: Insurance intermediary group seeking to increase the level of security for customer payments

Challenge: Increasing security around telephone payments to meet regulations and reduce risk

Solution: CallGuard

Benefit:

• The entire contact center is de-scoped from PCI DSS audit
• Reduced risk of fraud and impact of a data breach
• CallGuard is flexible to meet business growth plans

Background

This international insurance intermediary group provides insurance broking and has an underwriting agency arm. They operate from 38 countries across Europe, the Middle East, Asia Pacific and the Americas. In a competitive sector, the business recognizes that they need to be at the forefront of innovation using data and technology to provide the right products to their clients. Their investment in technology-led initiatives remains a key focus for the business year on year.

Their contact center handles card payments from customers across all sectors when taking our insurance policies through the business.

Challenge

This business has been a customer of Eckoh since 2017 after adopting the CallGuard On-site solution that was in place with a company that they acquired. The business acknowledged the simplicity of the solution and implemented it across their entire business — de-scoping their agents and call/screen recordings from the scope of the Payment Card Industry Data Security Standard (PCI DSS) audit. Compliance to PCI DSS is required by the major card companies if you take card payments over the phone and store, transmit or process sensitive payment card details.

This solution worked well for some time but with the growth of the business, it was decided to reduce the burden of compliance even further and increase the level of security around their payment process to meet the demands of industry regulation. They had two options:

1) outsource the payment handling to a third party or,

2) increase the level of payment security technology within their contact center so they can process their own, in-house, fully compliant payments.

Solution

Eckoh proposed replacing the existing on-premise solution with Eckoh's CallGuard hosted solution. The solution is ideal for organizations that take high volumes of telephone payments through their contact center — locally and around the world. It effectively puts a shield around the contact center, preventing any sensitive personal or payment data from entering the contact center environment. So, if it's not there it can't be stolen or used fraudulently.

Value

• The entire contact center is de-scoped from the PCI DSS audit — including the network and infrastructure.
• Significant reduction in risk of fraud and impact of a data breach.
• Security around telephone card payments is substantially increased to meet regulations and PCI DSS compliance.
• CallGuard is flexible to scale up, or down, to suit the business growth and acquisition plans.

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.