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

AO boosts call handling capacity with Sycurio and 390 additional SIP channels

AO, a European online electricals retailer, faced a challenge in managing high call volumes during peak periods while ensuring the security of customer payment data taken over the phone. Their legacy phone system struggled with demand spikes, leading to long wait times. With the advent of GDPR, compliance and data protection became paramount. To address this, AO turned to the vendor Sycurio for a secure payment solution.

Sycurio implemented its DTMF masking payment security software, which allows customers to enter card details via their keypad without the agent seeing or hearing the information. This solution, integrated by Sycurio, ensures PCI DSS compliance by sending data directly to the payment provider. The implementation gave AO the scalability to handle 600 concurrent calls during peak times, improving customer service and ensuring payment security, which received positive feedback from both agents and customers.

AO