Case Study: Sigma Connected strengthens PCI DSS compliance and improves customer payments with Encoded Agent Assisted Payments

Sigma Connected - Customer Case Study

Sigma Connected, a business process outsourcing specialist, sought to enhance its Payment Card Industry Data Security Standard (PCI DSS) compliance and security framework. The challenge was to move away from the less secure "pause and resume" method of handling card payments, which required customers to divulge sensitive details to agents. To address this, they partnered with Encoded to implement its Agent Assisted Payments solution.

Encoded provided a secure payment solution that allows customers to enter card details via their phone keypad while remaining on the line with the agent. This process descopes Sigma Connected from PCI DSS requirements by ensuring sensitive data never touches their contact center systems. The solution, used by 500 agents handling thousands of calls monthly, streamlined payments, reduced risk, and improved both agent efficiency and the customer experience through features like tokenization. Encoded's implementation was a success, establishing them as a trusted technology partner for Sigma Connected.

Sigma Connected

Ian Gerleman

Chief Technology Officer