Utilities

It was clear that PCI Pal’s solution would give us everything we need. And, as a partner with Vonage, it could be integrated - so we didn’t need to bring in a new third party to manage our compliance needs.

We’ve fundamentally changed the way we’re handling our customer interactions. We have a new way of taking calls which is integrated with our Salesforce system and connects payments, billed interactions and customer contact in one place. It’s much more user-friendly and suits the way our customers want to provide the information to us - it’s a far better experience for our customers.

The PCI Pal team have always gone out of their way to adapt their solutions as our business needs have evolved. We would certainly recommend PCI Pal, not only are they digital, safe and secure, but they’re also very forward-thinking, so great for any retail e-commerce business.

The beauty of PCI Pal’s Agent Assist is that, not only could we integrate it with all of our existing voice and payment systems, but it provides a seamless way of working for our call centre agents. In fact, I would say we have improved the overall customer experience, as payments can be handled faster, with average call lengths reducing by at least 20% because of the efficiencies it provides.

We are really pleased with how Agent Assist is today supporting us. The solution is extremely effective, the team has been brilliant in supporting us deliver this project and we now have a very stable solution that enables us to take card details in a compliant way, while continuing to record our calls.

PCI Pal’s tools are known as the Number 1 in the industry. It was exactly the solution we needed for the problem we had and they’ve delivered something absolutely spectacular.

We haven’t looked back since – the comparison from our previous supplier is like night and day.

PCI Pal’s Agent Assist has turned our Cardholder-not-Present payments around; transaction times have reduced, our agents are happy as they see all calls through from start to completion and PCI compliance is assured. What makes this a complete success however is that the payment failure rate has dropped from around 25% to less than 5%, which has completely exceeded our expectations.

For Pennon Water Services, we are committed to delivering simple, accurate and timely billing for water services within one bill, one payment date and one telephone number to call. Working with Vonage and PCI Pal enables us to deliver on this commitment, in a secure and compliant way, satisfying both our clients and our staff in the process.

The process of buying an insurance policy is now easier; the process is much more refined and so customers are less likely to drop out. For our agents, our call times have improved which is a big measurement for us. Ultimately, our agents prefer it, our customers prefer it and we are seeing a big jump in efficiencies all round.

I wholehearted support and endorse PCI Pal, everything is great with the relationship. We worked great as a team and now the solution is in place, our customers like it, our agents like it, and it just works.