Case Study: Pennon Water Services achieves PCI-compliant phone payments with PCI Pal

Pennon Water Services - Customer Case Study

Pennon Water Services was facing significant challenges with its contact center operations, including frequent system failures, an inability to process more than one payment per call, and labor-intensive manual processes to remain PCI DSS compliant. These issues created a poor customer experience and required excessive IT intervention from Stephen Wright and his team. To address this, the company sought a new solution and selected vendor PCI Pal for its secure payment processing.

PCI Pal implemented its cloud-based Agent Assist solution, which utilizes DTMF masking technology to securely handle payments over the phone. This integrated with the new Vonage telephony and IVR system, removing the contact center from the scope of PCI DSS. The results were immediate: agents could now process multiple payments in a single call, all manual deletion of call recordings was eliminated, and team morale improved significantly. Pennon Water Services achieved its goal of providing a simple, accurate, and secure billing service for its clients.

Pennon Water Services

Stephen Wright

IT Engineer