Case Study: Sigma Connected enhances payment security and customer experience with Encoded

Sigma Connected secures payments for 500 agents with Encoded

Sigma Connected, a business process outsourcing specialist, faced the challenge of enhancing the security of its contact centre payments for its blue-chip clients. The company sought to move away from the insecure "pause and resume" method, which required customers to verbally share card details with agents. To address this, Sigma Connected partnered with the vendor Encoded to implement their Agent Assisted Payments solution.

The solution from Encoded allowed customers to securely enter their card details using their phone's keypad while remaining on the line with an agent, removing the need for agents to handle sensitive data. The implementation for 500 agents has enabled the processing of thousands of secure payments monthly. Encoded's solution also included tokenisation for returning customers, which streamlined the payment process, improved customer experience, and significantly strengthened Sigma Connected's PCI DSS compliance framework.

Sigma Connected