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Retail – VAX

Zoomed in on hands of someone plugging payment card info into phone, presumably paying for something

VAX operates a busy contact centre from its central hub in Droitwitch, UK. With at least 45 agents handling inbound calls at any one time, the company processes anywhere between 170 to 200 telephone-based payment transactions each day, with volumes increasing when specific television or direct advertising campaigns are live.

To improve PCI compliance and the customer experience, VAX adopted PCI Pal’s Agent Assist solution. Not only does it enable firms to securely process credit card information, but it also uses DTMF-masking technology. This means agents remain in contact with the customer while the customer inputs their card details using their telephone’s keypad.

Read more about VAX’s success with Agent Assist.

Read Success Story (pdf)

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