Transactions worth nearly $5 million have been processed by the EckohPAY solution for RCI Financial Services, since its launch in April 2011. An announcement in this regard has been made by the top provider of customer service solutions using speech recognition in the UK, Eckoh plc.
Finance solutions to Renault and Nissan customers are provided by RCI Financial Services Ltd. Agents used to deal all customer service calls for RCI before Eckoh’s technology was adopted. These included payment requests, contract settlement figures and dealer calls. On an average, the contact center received over 400,000 calls annually. The majority of calls were for gaining information on contract settlement amounts.
A PCI DSS compliant provider was a critical requirement for RCI. Another requirement was the ability of the provider to handle the more complex customer service requests and free the agents.
In a release, Alan Heaffey, Director of Operations, RCI Financial Services said, "It was critical for RCI to work with a payment supplier which could demonstrate full PCI DSS compliance. Eckoh not only provides this but also has the infrastructure required to serve our customers securely, quickly and efficiently."
According to Heaffey, the company’s business needs have been responded well by the Eckoh team. RCI has the confidence that the customers' future demands will be well catered for.
Eckoh’s real-time PCI DSS compliant payment solution, EckohPAY was proposed after a contact center discovery session at RCI’s contact center. Eckoh suggested the used of EckohPAY in conjunction with EckohID. A caller can be securely authenticated with the automated solution, EckohID. Implemented in early April 2011, the solution includes PCI DSS compliant payments and a dedicated Dealer Network number. The solution also provides settlement figures via phone and SMS. Agents can also transfer the caller to the automated payment service.
For all services, customers are identified and verified by EckohID with Eckoh’s speech recognition capability. EckohID also captures agreement number or postcode followed by car registration and date of birth. Real-time secure card payments can be then made by the callers. Alternatively, the callers can also receive contract settlement figure via phone or SMS.