Large Financial Services Business

Large US financial services business in Minneapolis, serving clients worldwide.

Profile

Industry: Financial Services Employees: 10,000+ Turnover: $13.7 billion

Business: Large US financial services business, based in Minneapolis and serving clients worldwide.

Challenge: Achieving and maintaining PCI DSS compliance plus extending the life of their telephony technology.

Solution: CallGuard Audio Tokenization to de-scope the entire contact center and enable longer use of existing telephony.

Benefit:

• Contact center descoped from PCI DSS audit
• Maximized investment in existing telephony
• PCI DSS compliant every day

Background

This large financial services company was founded in 1894 and is headquartered in Minneapolis. Through its subsidiaries, it provides financial planning, products and services, including wealth management, asset management, insurance, annuities, and estate planning.

They currently have more than $875 billion in assets under management and administration. They also have more than two million individual, business and institutional clients served from offices worldwide - including New York, Boston, London and India.

Challenge

With such a large organization, serving customers across the globe takes a lot of planning. It also requires local contact centers to provide the level of support and customer service that the business considers vital to their engagement.

The business takes card payments over the telephone in their contact centers when completing the sale of their financial planning services and managing customer accounts. Because they record their contact center calls the customers - sensitive data is also held on these recordings which are also at risk of theft and fraud.

After failing a PCI DSS audit, the business needed to implement a solution that would resolve their security issues to achieve PCI DSS compliance, thereby allowing them to continue reselling through their partners. In addition, their telephony environment was not PCI DSS compliant either and it would require a considerable amount of money to upgrade this technology.

Solution

Eckoh delivered its CallGuard Audio Tokenization On-site solution because it proved to be simple, scalable and provided the level of risk reduction the business was seeking. This patented technology completely removes the contact center from the scope of PCI DSS audit and so makes the whole compliance process far simpler.

As a result of the telephony environment being descoped from the audit, the business was able to hold on to their existing solution for longer, maximizing their investment. Eckoh is currently working with the business to convert their telecommunications systems from PRI to SIP.

Eckoh was able to implement the CallGuard solution within only a few months because it requires minimal integration with existing systems. This makes it easy to scale up, or down, to suit the business needs.

Achieving PCI DSS compliance is vital to this business due the volume of card payments made over the telephone and the scale of its operations. Being able to extend the life of their telephony technology had significant financial benefits to this global business.

Value

• Contact center completely de-scoped from PCI DSS audit
• Cost savings through extending the life of their telephony environment
• PCI DSS compliance every minute, of every day
• Fast implementation meant minimal disruption
• Flexibility to scale up, or down

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.