Case Study: a health insurer improves customer experience and de-scopes PCI DSS with Eckoh CallGuard

Health Insurer CallGuard de-scopes office and remote agents and improves customer satisfaction

The health insurer, a global health insurance organization with 95 million customers, faced a challenge in its home delivery pharmacy contact center. Its insecure IVR system for processing card payments exposed sensitive data to fraud risks and forced agents to disconnect from customers during transactions, leading to a poor experience and impacting payment volumes. The company engaged Eckoh to resolve these security and customer service issues and to de-scope its operations from PCI DSS compliance.

Eckoh implemented its CallGuard solution with patented Audio Tokenization technology, deploying 52 on-premise audio appliances. This prevented payment data from entering the company's systems, fully de-scoping both office and remote agents from PCI DSS. The solution allowed agents and customers to stay in contact throughout the payment process, which vastly improved the customer experience and led to an increase in payments completed.