Case Study: Jersey Telecom improves secure payments and customer experience with Encoded

Jersey Telecom chooses Encoded payment solutions for security and enhanced customer service

Jersey Telecom (JT), a global communications provider, faced the challenge of modernizing its legacy payment systems to ensure compliance with stringent new security regulations like SCA, PCI DSS, and GDPR. To address this, JT partnered with Encoded to implement a suite of integrated payment solutions including IVR Payments, Agent Assisted payments, Payment Gateway Services, and PayByLink, aiming to enhance security and streamline operations across its contact centre and multiple customer channels.

Encoded provided an all-in-one solution that successfully migrated JT's payment processing to a secure, compliant platform. The implementation enabled 40 contact centre agents to handle payments more efficiently, shielded agents from customer card data for improved security, and offered customers flexible payment options like secure mobile PayByLink links. The results included meeting all critical compliance deadlines, freeing up agent time for complex calls, and providing a seamless, unified customer experience across all channels through features like tokenization, which allows for secure recurring payments without re-entering details.

Jersey Telecom

Tim Peach

Finance Operations Manager