Case Study: iGO4 achieves PCI DSS-compliant payments and greater agent flexibility with Sycurio.Voice

Transforming the contact center forenhanced competitive advantage

iGO4, an online car, van, and home insurance broker, faced the challenge of securing sensitive customer payment data in its contact centers to meet strict PCI DSS compliance. The company’s manual stop-start recording process was cumbersome and risky, and it needed a secure solution to support its expansion into a 24/7 homeworker program. They turned to vendor Sycurio for a solution using their Sycurio.Voice product.

Sycurio implemented a DTMF masking solution that automatically redacts payment card details from call recordings, allowing agents to remain on the line without hearing or handling the data. For iGO4, this eliminated the risk of data exposure, removed the need to manually monitor every call recording, and securely enabled their homeworking strategy. This provided greater operational flexibility and boosted agent retention and recruitment opportunities.

iGO4

Chris Gray

Senior IT Manager