Case Study: BMJ achieves PCI DSS compliant phone payments with PCI Pal

British Medical Journal - Customer Case Study

The British Medical Journal (BMJ), a global healthcare knowledge provider, faced a challenge in securely processing credit card payments over the phone at its contact center. After its previous proprietary system was withdrawn, BMJ needed a new PCI DSS-compliant solution to safeguard customer transaction data without disrupting its service. Their contact system provider, NewVoiceMedia, introduced them to PCI Pal.

PCI Pal implemented its cloud-based Agent Assist solution, which uses DTMF masking to intercept payment tones and prevent sensitive data from reaching the contact center agents or systems. This integration descoped BMJ from PCI compliance requirements. The results included a faster, more efficient payment process that kept agents connected to the call for a seamless customer experience. PCI Pal ensured a quick transition and helped BMJ maintain full PCI DSS compliance while significantly improving the workflow for its team.

British Medical Journal

Alex Hooper

Head of Operations