Case Study: AO boosts call capacity and secures payments with Sycurio and Arrow

AO boosts call handling capacity and keepssensitive customer payment data secure

AO, a major online electricals retailer, faced the dual challenge of handling dramatic spikes in call center demand during peak periods while ensuring all over-the-phone customer payments were secure and compliant with PCI DSS regulations. Their legacy systems led to long hold times and potential data security risks, threatening the customer experience.

Sycurio provided its payment security software with DTMF masking to protect sensitive payment data, while its partner Arrow implemented a SIP trunking solution for increased call capacity. This combined solution from Sycurio and Arrow enabled AO to securely process 600 concurrent calls during peak times, achieving full PCI DSS compliance, eliminating abandoned calls, and providing the flexibility to easily expand into new markets.

AO