Case Study: OSD Healthcare achieves PCI DSS-compliant phone payments with Sycurio.Voice

Providing patients with a secure and PCI DSS compliant payment option

OSD Healthcare, a private UK hospital, faced the challenge of needing to take patient payments over the phone in a secure, PCI DSS compliant way during the COVID-19 pandemic. With a remote contact center team and a surge in call volume, they needed a robust solution to safeguard sensitive payment data and ensure business continuity. They turned to the vendor Sycurio for a solution.

Sycurio implemented its Sycurio.Voice DTMF masking solution, which shielded agents from hearing payment details and prevented data from entering their systems. This allowed OSD Healthcare to maintain call recordings for compliance without capturing sensitive information. The solution integrated with their patient management system, automating payment confirmations. As a result, Sycurio helped reduce call handling times by an average of 12 seconds per call and improved both advisor productivity and the patient experience.

OSD Healthcare

Pam Hollick

Contact Center Team Leader