Case Study: The DDC Group achieves PCI DSS compliance and faster payments with PCI Pal Agent Assist

The DDC Group - Customer Case Study

The DDC Group, a business process outsourcer, needed to ensure complete PCI DSS compliance for handling customer payments within its contact centers. Their challenge was to implement a secure solution that protected cardholder data without negatively impacting the customer experience during calls. They turned to vendor PCI Pal and its Agent Assist product to address this compliance issue.

PCI Pal's solution used DTMF masking to intercept keypad tones, preventing any payment data from being seen or heard by agents or entering the company's environment. This allowed agents to maintain a continuous conversation with customers throughout the payment process. The results included a 20% reduction in average call length, improved customer experience, and the confidence to easily demonstrate thorough compliance to clients. PCI Pal also provided a scalable system that could handle sudden spikes in call volume.

The DDC Group

Jason Hall

Service Delivery Manager