Case Study: Sutter Health achieves secure, PCI DSS-compliant patient payments with Sycurio.Voice

How Sutter Physician Services improved customer care, simplified PCI DSS compliance & strengthened data security

Sutter Physician Services (SPS), an affiliate of Sutter Health, was facing significant challenges in its contact centers. Their process for taking patient payments over the phone was inefficient and prone to errors due to misheard card details. The use of point-of-sale systems also placed a large part of their environment, including agents and call recordings, in scope for complex PCI DSS compliance, creating security risks and potential penalties.

The vendor Sycurio implemented its Sycurio.Voice solution, which uses DTMF masking technology to let patients securely enter card details via their keypad. This data is sent directly to the payment processor, descoping the contact center from PCI DSS. The results were highly successful: SPS eliminated compliance risks, avoided hundreds of thousands in potential fines, and significantly improved both security and the patient experience. A post-deployment survey found that 96% of agents found the Sycurio solution easy to use.

Sutter Health

Alicia Gee

Director, Unified Communications