Enabling secure remote payment processing with CallGuard

In the wake of the Covid-19 pandemic, businesses across various industries faced unprecedented challenges, particularly contact centers that rely on securely processing card-not-present payments. For a leading independent payment processing solution provider, navigating the abrupt shift from office-based operations to remote work was not just a matter of continuity but also maintaining trustworthy, stringent security standards.

Company Profile

Leading independent payment processing solution provider that supports government agencies in collecting financial obligations such as traffic citations, utilities and property taxes via debit or credit cards 24x7.

Industry: Information Technology and Services
Employees: 130
Revenue: $24.5 Million

Shifting to remote operations amidst security concerns

Prior to the Covid-19 pandemic, this payment processor operated from centralized contact centers, ensuring rigorous control over data security and compliance with Payment Card Industry Data Security Standard (PCI DSS) requirements. However, with the pandemic disrupting operations, there was an urgent need to transition all contact center agents to remote work setups to comply with public health guidelines and ensure business continuity.

The primary challenge was twofold: ensuring agents could securely handle sensitive cardholder data while working from home, and maintaining PCI DSS compliance in a decentralized work environment. The company had never previously operated with remote agents, making this transition both urgent and unprecedented. They required a solution that could be implemented swiftly, within a tight timeline of just four weeks, without compromising on security or customer service quality.

Implementing Eckoh’s CallGuard solution

In response to these challenges, Eckoh proposed their patented CallGuard solution. This innovative technology effectively removes the agent’s environment from the scope of PCI DSS audits, whether they’re operating from a central contact center or working remotely from home. This solution not only addressed immediate compliance concerns but also safeguarded the company’s reputation by ensuring a secure customer payment journey.

Key benefits of CallGuard

• Security and compliance: By isolating cardholder data from agents’ view and recording systems, CallGuard prevents unauthorized access and ensures that sensitive information remains protected at all times, regardless of the agent’s location.
• Ease of integration: The solution required minimal integration with the company’s existing systems, eliminating the need for extensive changes to databases or processes. This streamlined implementation process minimized disruption to ongoing operations and reduced the time and resources required for deployment by their IT teams.
• Operational continuity: Unlike many other solutions that might necessitate retraining of agents and restructuring of business processes, CallGuard seamlessly integrated into the existing workflow. This ensured that agents could continue providing exceptional customer service without additional training burdens.
• Customer experience: Despite the robust security measures in place, CallGuard ensured that the customer experience remained seamless and uninterrupted. Agents could focus on delivering high-quality service without the exposure of handling sensitive payment information directly.

Delivering value and results

The implementation of CallGuard yielded significant benefits for the payment processor:

• Security assurance: Agents could securely handle payment transactions from home environments, knowing that sensitive data was protected from bad actors.
• Compliance: The solution ensured that the company remained compliant with PCI DSS requirements, mitigating potential risks associated with non-compliance and safeguarding against financial penalties.
• Operational efficiency: Minimal disruption to existing systems and workflows meant that the company could maintain operational efficiency even during the transition to remote work.
• Customer trust: By prioritizing security and maintaining a seamless customer experience, the payment processor reinforced trust and loyalty among its client base, despite the challenges posed by the pandemic.

Looking ahead

The successful implementation of Eckoh’s CallGuard solution enabled the payment processing company to navigate the challenges of the pandemic with resilience and adaptability. By swiftly adopting a secure remote work solution, the company not only ensured business continuity but also strengthened its position as a reliable partner for government agencies needing secure payment processing solutions. As businesses continue to adopt to evolving workplace dynamics, products like those in Eckoh’s suite of secure payment solutions illustrate the importance of innovation in maintaining security and operational integrity in a remote-working environment.

To find out how Eckoh can help elevate your contact center to meet the growing demands of remote and hybrid working environments, contact our team of security strategists.