Case Study: Vax reduces card payment failures with PCI Pal Agent Assist

VAX - Customer Case Study

VAX, a UK-based global market leader in home cleaning products, faced challenges with its telephone payment process in its busy contact center. Their previous system had a high failure rate of approximately 25%, frustrating customers and potentially losing sales. Their communications partner Vonage recommended they implement the Agent Assist solution from vendor PCI Pal to improve security and the customer experience.

PCI Pal's Agent Assist solution was implemented in four weeks and integrated with VAX's existing systems. It uses DTMF-masking to allow agents to stay on the line with customers while they securely input card details. This drastically improved results, reducing payment transaction times by over 15% and slashing the payment failure rate from 25% to less than 5%, greatly exceeding expectations.

VAX

Nicki Harris

Head of Customer Success