Case Study: a leading health insurer achieves PCI DSS-compliant secure payments with Eckoh CallGuard Audio Tokenization

Securing payment and improving customer satisfaction for health insurer

A leading health insurer in Florida, serving 8 million members, faced a significant challenge in its contact center. The process of taking secure payments required agents to transfer customers to a third-party IVR, which disconnected the agent from the call. This led to a high number of abandoned payments and declining customer satisfaction scores. The insurer turned to Eckoh for a solution to achieve PCI DSS compliance without breaking agent-caller contact.

Eckoh implemented its CallGuard Audio Tokenization On-Site solution. This technology replaces the sensitive card number tones (DTMF) with secure audio tokens in real-time, ensuring no payment data is ever seen, heard, or stored by the agent or the contact center systems. The result was a dramatic simplification of PCI DSS audit requirements and the complete de-scoping of the contact center from the audit. Eckoh's solution enabled the insurer to maintain continuous agent-caller contact, leading to an increase in completed payments and a significant improvement in customer satisfaction.