National Express Secures Contact Centre Card Payments Across a Remote Workforce

National Express needed to take card payments over the phone without bringing its 820-seat contact centre into PCI DSS scope, while supporting agents working remotely. The operator deployed 8×8 Work, 8×8 Contact Center and 8×8 Secure Pay alongside Salesforce, so voice interactions write back to CRM records and payments are descoped at the point of capture. Its Salesforce system administrator describes the PCI Pal integration as a game-changer for delivering a secure customer experience while staying compliant. Published by 8×8.