A large American insurance company

The organization is a large US financial services group offering a range of different products to consumers and businesses. It has tens of thousands of employees across the US and Canada, and operates a number of contact centers both in the US and overseas, dealing largely with inbound calls from customers.

Profile

  • Industry: Insurance
  • Turnover: $40 billion +
  • Business – large American insurance company servicing consumers and businesses
  • Challenge – De-scoping contact center environment from PCI DSS
  • Solution – CardEasy Secure Voice Appliance (SVA) supporting agent assisted payments using DTMF and Advanced Speech Recognition, with transistion plan to CardEasy Secure Voice Cloud (SVC)

Benefit

  • Contact center fully descoped from PCI DSS
  • CardEasy works with the organization’s existing SIP architecture
  • Enables secure telephone payments to be taken regardless of contact center agents physical location including on-premise, hybrid and remote working

The organization has tens of thousands of employees across the US and Canada and operates a number of contact centers both in the US and overseas.

The organization offers both business and personal insurance. Its contact center agents handle both inbound and outbound calls. The contact centers are critical to the business because they are the main conduit through which the organization speaks to its customers.

Because our contact centers are mission critical, everything we do has to be highly available and there is no tolerance for calls not going through.

Why CardEasy?

We looked at various options in the marketplace but CardEasy was a natural fit for us in terms of the SIP architecture that we have our voice platform implemented through. This meant we could insert the solution seamlessly into our platform while maintaining the redundancy and high availability that we expect from our systems.

Solution

We delivered our patented CardEasy Agent Assist solution which allows the organization’s contact center agents to accept card payments from their customers over the phone in a highly secure and PCI DSS compliant manner.

At the point in the conversation where payment card details are required, using CardEasy, the agent can either capture the customers payment card details via touchtones (DTMF) or advanced speech recognition. In both cases the payment card data is captured securely by CardEasy and is not seen or heard by the agent or included in either call or screen recordings. In fact, it no longer enters the organization’s contact center environment in the first place. CardEasy provides the agent with a real time display of the member’s progress and the payment card data is submitted directly to the payment services provider without entering the contact center systems.

The implementation process

It was a large project. We have a large number of payment touchpoints within our business so it was a considerable effort to integrate CardEasy. Although it was a lot of work, the technical team at CardEasy were always there to help us work through any issues. The team did what they said they were going to do, they committed, they executed and they made the project happen.

The organization is now PCI-compliant

We handle so many credit card payments so we are required to have a level of PCI compliance based on the volume of transactions we support. The obvious benefit to us is that by having CardEasy in place, we are PCI compliant. That helps us with our banks and auditors and takes the financial risk and liability away from us. CardEasy has eliminated PCI data from our network so it’s no longer a concern for us.

CardEasy facilitates secure working from home

The pandemic created challenges for contact centers generally because you had people working from home in hybrid mode so you needed the capability and technology to handle this. One of the things that has been beneficial with respect to CardEasy is that because it was already in play, we eliminated some of the exposure associated with PCI data where our employers and business partners were working from home. In the office setting you have the ability to closely monitor and control some of that but in the midst of the pandemic, when people were working from home, you don’t necessarily have the supervisors to monitor what’s going on. CardEasy took these concerns away which was a big help to the operations folks.

Would you recommend CardEasy to other organizations?

Yes, they’ve been great to work with. It’s a very good solution and I consider them to be a strategic partner for us.

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  • "The technical team at CardEasy were always there to help us work through any issues. The team did what they said they were going to do, they committed and they executed and they made the project happen."