Best Call Center Solution
Call centers are often the first point of contact with an e-commerce customer and, thus, are a favored channel for fraudsters looking to glean personal information or enable fraud schemes. So secure solutions that enable payments are a vital part of the CNP fraud prevention ecosystem. U.K.-based Eckoh returns as Judges Choice winner in the Best Call Center Solution category after a one-year hiatus.
In addition to retailers, the company serves telecommunications, healthcare, retail, utilities, universities, travel, transport and hospitality, insurance and non-profits. And, between 2019 and 2021, the number of call center agents working remotely doubled, making security even more complicated.
Eckoh says its CallGuard solution effectively enables contact centers to collect Personal Identifiable Information (PII) and Card-Not-Present (CNP) payments from customers without exposing agents to sensitive data.
“CallGuard stops the need for card data to be spoken aloud over the phone. Instead, a customer is asked to use their phone’s keypad to enter their card data. CallGuard intercepts the DTMF tones, creating a temporary placeholder for the agent to enter into the payment screen to finish the transaction. This enables call recording to continue as normal without pausing and resuming. The agent isn't exposed, and the card data is kept from entering the contact center’s voice or data networks.”
This year’s is the third time Eckoh has been recognized with a CNP Award in four years.