Lower AHT and improved transaction speed while fully de-scoping Miele's contact center from PCI DSS

CardEasy is now part of Eckoh's CallGuard suite of products

Miele is a leading premium domestic and commercial appliances manufacturer. This case study explains how it is using the CardEasy secure keypad payment by phone system in order to descope its call centre and call recordings from PCI DSS requirements.

The challenge

Miele was originally considering a premise-based touchtone payment (DTMF) system to de-scope its call center environment and call recordings from PCI DSS regulations, with its agents still taking payments from customers in mid-conversation.

The CardEasy solution

The fully-hosted version of the CardEasy keypad payment by phone solution turned out to be more attractive for Miele, because the sensitive card data never enters the call center environment, thus reducing PCI DSS compliance requirements almost to nil with just a minimal self-assessment questionnaire (SAQ) to complete.

The hosted CardEasy solution proved quick and easy to trial and subsequently deploy with no new equipment needed (as it integrates with existing phones and payment systems on an SaaS basis).

CardEasy was integrated with Miele’s payment gateway for easy trial and rollout (CardEasy is integrated with all major PSPs.

As an Ofcom-regulated telecommunications provider, we were also able to give Miele expert advice on integrating CardEasy into its existing infrastructure, with recommendations such as the option to change phone numbers to generate revenue-share from call charges where appropriate.

Results

Miele achieved PCI DSS level 1 with mid-call secure payment; improved transaction speed and customer service; and with no capital expenditure outlay.

Miele was so satisfied with the CardEasy that it is integrated this with our contact center management solutions across its operations.

• 95% of transactions went through CardEasy on day 1 of launch, with no age barrier to take up
• Shorter call times due to one less process (of agent taking card numbers before entering them)
• Less miskeying results due to this removed process too

Miele selected the hosted CardEasy system to enrich customer service whilst de-scoping us from large sections of PCI DSS regulations, which otherwise require significant cost and effort to satisfy.