Case Study: Thomas Sanderson achieves secure PCI-DSS compliant payments with Key IVR

How Thomas Sanderson improved security for their clients

Thomas Sanderson sought to enhance the security of its call center operations, specifically to protect sensitive customer card data during over-the-phone payments and achieve the highest level of PCI-DSS compliance. The vendor, Key IVR, provided its Contact Centre solution to address this challenge.

Key IVR implemented a secure payment platform that allowed customers to input their card details via methods like keypad entry (DTMF) or digital payment links, ensuring sensitive data never reached the company's internal systems. This kept the agent on the call to assist, improving the customer experience while drastically reducing security risks. As a result, Thomas Sanderson successfully secured its client transactions, maintained full PCI-DSS compliance, and was able to guide customers through a payment process that was new to many of them, overcoming initial resistance.

Thomas Sanderson

Graeme McCartney

Operations Director