Case Study: Bensons for Beds achieves secure omnichannel payments with PCI Pal Agent Assist

Bensons for Beds secures several hundred weekly payments with PCI Pal

Bensons for Beds, a British bed retailer, faced the compliance challenge of securely handling customer payments across its omnichannel operations, including its telesales team. To safeguard customer payment card details and maintain PCI DSS compliance, the company had been using the PCI Pal Agent Assist solution for several years. Their challenge was to seamlessly integrate this payment security tool when they upgraded their entire contact center platform to Freshdesk from Freshworks.

PCI Pal implemented its Agent Assist solution, which uses DTMF and speech masking technology to prevent agents from hearing or seeing card details, into the new Freshworks environment. The integration was completed quickly and without any interruption to their payment security services. As a result, Bensons for Beds now operates a true omnichannel contact center with complete assurance that transactions are secure and compliant, with agents continuing to safely handle several hundred payments over the phone each week.

Bensons for Beds