Case Study: Transcom achieves PCI compliance and a 10% quality uplift with OpenText Qfiniti

Customer experience specialists apply OpenTextTM Qfiniti to improve quality monitoring and meet stringent compliance quotas

Transcom, a global customer experience specialist and top-three BPO firm, handles over 1.5 million calls daily across 54 contact centers and a large work‑at‑home population. The company needed a robust, scalable solution to monitor quality and secure sensitive payment and personal data to meet strict PCI compliance and maintain high service standards.

Transcom deployed OpenText Qfiniti (Observe, ICE and Advise) to about 10,000 agent seats, using full‑time recording, automatic data masking and performance analytics to boost agent proficiency and streamline workflows. The implementation preserved PCI compliance and produced measurable gains: zero fraud incidents on Qfiniti‑covered seats, an 8% reduction in average handle time and a 10% year‑on‑year increase in quality.

Transcom

Steven Halfpenny

Head of Global IT Delivery