Secure phone payments for leading US cable provider

The Company

As one of the largest private broadband companies in America, this organization provides digital cable television, telecommunications and home automation services to millions of homes and businesses in 18 states. To serve its extensive customer base, the cable provider employs and contracts thousands of contact centre agents, who work within their own contact centres and from third-party sites, answering customers’ queries and processing payments. As such, maintaining a complex telephony network that is compliant with PCI DSS is a challenging, ongoing task.

The Compliance Challenge

In 2018, the Payment Card Industry Security Standards Council (PCI SSC) updated their guide to Protecting Telephone-based Payment Card Data. This included detailed information and recommendations for securing credit card data in complex telephone environments. To meet these changes and safeguard card not present (CNP) payments and maintain compliance, the telecommunications giant began seeking specialist providers that could help.

The Solution

The solution they needed had to work within an extremely complicated network and integrate with their existing payment processing provider, Chase Merchant Services. Crucially, the solution also needed to provide a consistent experience via its desktop CRM. After extensive market research, the organization chose PCI Pal for its enterprise-grade, cloud-based technology solutions. Immediately implementing Agent Assist using PCI Pal’s (DTMF) masking technology, telephone payments were desoped from PCI DSS requirements.

Download their success story to discover more on how the flexibility of PCI Pal Agent Assist allowed this organization to meet all its complex PCI DSS requirements whilst maintaining a uniform, smooth agent experience.