Contact Center Solutions Featured Article

Orbital Marketing Services Group Selects Eckoh for PCI DSS Compliant Payment Solution

August 29, 2011

Eckoh, a provider of customer service solutions using speech recognition, announced it has signed a new contract with Orbital Marketing Services Group for the provision of a PCI DSS compliant payment solution, EckohPAY, to its contact center division, Orbital Response. 


Orbital Response, a specialist response and fulfillment providers in the U.K., provides outsourced communication, logistics and promotional solutions to a wide range of UK and international organizations. This includes mail order/home shopping sales, donation processing for charities and membership management schemes; either by telephone, online, e-mail or post.

"We selected Eckoh for their proven capability in effectively managing the high number of calls we receive at the end of a month, which is typically when customers wish to make a payment,” said Nick Williams, director of Orbital Response, in a statement. “EckohPAY will ensure we can service this demand and importantly gives our clients the confidence that their customers’ payments are being handled in a PCI compliant manner."

Eckoh’s real-time PCI compliant payment solution, EckohPAY, is scheduled to be deployed in September 2011 for Orbital. The secure payment solution will allow callers to make card payments conveniently and securely over the phone.

Company officials say the automated payment will increase efficiency of Orbital’s UK based contact center agents by freeing them up to service more complex calls. It will securely authenticate the caller through the customer’s invoice number and then allow a payment to be made. After successful payment authorization, confirmation will be provided to the caller together with the option to make additional payments. 

"We are delighted to announce this new contract win to deliver EckohPAY,” said Nik Philpot, chief executive officer of Eckoh, in a statement. “EckohPAY provides a payment service that is secure, compliant and available 24x7and will ensure the maximum efficiency of Orbital’s contact center agents by allowing them to focus on more complex customer enquiries."

Eckoh’s solutions enable transactions, enquiries or payments to be processed without the caller needing to talk to a contact center. The company’s secure and resilient infrastructure has the scalability to handle over 650,000 calls an hour and up to 8,000 calls simultaneously, company officials said.

Back in March Eckoh announced it has expanded the three-year contract with Utilita Group, as announced by the Company on 6th September 2010, to include the provision of an additional payment capability using the mobile phone.

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Rajani Baburajan is a contributing editor for ContactCenterSolutions. To read more of Rajani's articles, please visit her columnist page.

Edited by Rich Steeves



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