Case Study: National Express achieves PCI-compliant remote payments and improved customer service with 8x8

National Express boosts customer service with 8x8’s PCI Pal and Salesforce integrations

National Express, the UK’s largest scheduled coach operator serving over 21 million passengers a year, needed to maintain strict PCI DSS compliance and protect customer payment data as its contact centre shifted to a largely remote workforce. Their previous cloud provider didn’t meet data-privacy and payment-security requirements, creating an urgent need for a secure way for agents to take phone payments without exposing card details.

National Express implemented 8x8 Contact Center with Secure Pay (PCI Pal), 8x8 Work and Salesforce integration, rolling out the solution and training in two months. Secure Pay masks DTMF entry so customers input card details directly while agents stay on the call but never see card numbers; combined with the new Agent Workspace and CRM sync, this delivered secure remote payments, faster handling times, improved agent productivity and customer satisfaction, and maintained PCI compliance.

National Express

Lawrie Neal

Salesforce System Administrator