Case Study: a global logistics provider improves payment handling and compliance with PCI Pal Agent Assist

Global Logistics Provider - Customer Case Study

A global logistics provider faced the challenge of needing to secure telephone payments while improving customer experience and handling times. Operating internationally with complex regional regulations, they required a PCI DSS and GDPR compliant solution. They partnered with vendor PCI Pal to implement its Agent Assist product.

The cloud-based PCI Pal solution used DTMF masking technology to securely capture card information, allowing agents to stay on the line with customers. This reduced abandoned calls and streamlined the process. The deployment began in the UK, where it successfully reduced average call handling times, and was then expanded to other global territories, ensuring all payments are processed in-country to meet data sovereignty rules.