Case Study: a leading US-based apparel retailer achieves PCI DSS-compliant contact center payments with Eckoh CallGuard

Secure payments and PCI DSS compliance for apparel retailer

The customer, a leading US-based apparel retailer, faced the challenge of securing contact center payments to achieve and maintain PCI DSS compliance. They needed a solution that would protect sensitive customer card data, minimize their audit scope, and allow agents to remain engaged on calls without handling payment details directly. They turned to vendor Eckoh for a solution.

Eckoh implemented its CallGuard solution, which uses audio tokenization to descope agents and call recordings from the PCI environment. This solution worked seamlessly both on-premise and in the cloud, allowing the retailer to quickly adapt, including enabling secure work-from-home agents during the COVID-19 pandemic. As a result, the retailer achieved full PCI DSS compliance, significantly reduced its risk of card fraud, and maintained continuous business operations. Eckoh provided a future-proof architecture that other enterprises have since adopted.