Debt purchase and collection company 1st Credit Limited has completed the roll-out of Live Agent with communications services provider GCI, ensuring that it meets Payment Card Industry (PCI) regulations within its contact centre environment.
The project enables customer support representatives to take telephone payments without any sensitive cardholder data entering their environment, thus simplifying 1st Credit’s PCI compliance requirements.
“We are a heavily compliance-led business so it was essential that we dealt with the issue of PCI Data Security Standard (DSS),” said Operations Director, Rob Lemon. “However, like many businesses in our sector, we grew increasingly aware of the mounting costs and resource needed to maintain compliance.
“Much of our issue was down to us handling card data through our systems and processes. This pushed us to look at ways of completely removing the risk posed by taking payments over the phone by not allowing the data into our business.”
GCI were awarded the contract to deploy Live Agent, a DTMF-driven payment application. Using standard ‘touchtone’ technology, DTMFallows customers to complete a transaction during a call by pressing keys on the phone pad, without the customer support representative needing to see or hear credit card details.
“We are delighted to have enabled 1st Credit to achieve the highest possible level of PCI DSS de-scope, with the rollout of our flagship Live Agent application,” said Brad Semp, Director of PCI Services at GCI. “This means absolute piece of mind for 1st Credit, their clients and customers.”
Semp added: “Working with Rob and the team at 1st Credit has been an excellent experience. They have a desire to not just adhere to mandatory regulations but to go above and beyond, ensuring their customer journey is exemplary and that their data remains secure at all times.”
Live Agent is one of a number of GCI managed services which 1st Credit has deployed.
“GCI works with a number of other businesses in our sector so we had the comfort of knowing that they understood our market and our requirements.,” added Lemon. “We are pleased to have added Live Agent to the resilient voice and business continuity services we already have with GCI.”