Real-World Case Studies and Customer Success Stories with Eckoh

Eckoh’s CallGuard helped Kingfisher secure payments across B&Q and Screwfix contact centers. Kingfisher needed to keep customer data safe and... maintain PCI-DSS compliance as payment volumes grew. Eckoh provided scalable, secure solutions and hands-on support during a major contact center migration in 2023. Kingfisher now has a stable, secure payment environment and a strategic partnership that supports business goals. The partnership has lasted over 10 years, moving from compliance to a full payment security strategy.
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CallGuard by Eckoh helped the UK's top pharmacy-led health and beauty retailer secure phone payments. The company needed PCI DSS... compliance for its contact center with hundreds of agents. CallGuard Hosted replaced real card data with tokens, so agents never see or hear sensitive information. The solution was quick to implement and did not disrupt IT systems. The retailer achieved full PCI DSS compliance and reduced payment fraud risk.
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Eckoh provided Tenpin with full contact center services, including secure IVR, live agents, and PCI-DSS compliant payments. Tenpin processed 60,000... bookings per year and recorded over 1.5 million minutes of customer interactions monthly. Customer satisfaction stayed high, with 89% of callers rating their experience 8 or above. Eckoh's secure call recording and chat features helped Tenpin gain valuable customer insights and reduce cart abandonment. The solution delivered scalable, reliable service for Tenpin's entertainment centers.
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CallGuard by Eckoh helped a major home improvement retailer secure phone payments and achieve PCI DSS compliance. The retailer needed... to de-scope both on-site and remote call center agents from PCI audits and reduce fraud risk. Eckoh deployed CallGuard with minimal IT changes, integrating with the retailer’s proprietary token vault. The solution improved customer and agent experience, increased payment conversions, and enabled seamless scaling across divisions. The retailer eliminated PCI data exposure and met compliance goals without disrupting operations.
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CallGuard by Eckoh helped a multinational warehouse club secure payment data for its 130 million members. The company wanted to... reduce data breach risk, keep high customer satisfaction, and avoid major development work. Eckoh's solution integrated easily, kept existing payment screens, and improved call center efficiency. The CallGuard platform used DTMF suppression and removed manual pause-and-resume steps, making payment processing safer and smoother. After implementation, the company saw better security and less work for internal teams.
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CallGuard by Eckoh helped one of the largest home improvement and hardware retailers de-scope all contact center agents and systems from PCI DSS. The retailer needed... to secure payments for both on-site and remote agents while reducing compliance risk. Eckoh deployed CallGuard with minimal IT impact and integrated it with the retailer’s proprietary token vault. The solution improved the payment experience for customers and agents and enabled successful PCI DSS compliance. The scalable system supports growth and adapts to changing business needs.
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Eckoh's CallGuard solution helped a major US wholesale club retail chain secure payment processing for nearly 130 million members. The company reduced... the risk of data breaches in its call centers and eliminated manual pause-and-resume workflows. CallGuard integrated with existing systems, streamlining payment operations and improving efficiency. The solution required minimal development and preserved the customer experience. The retailer avoided costly infrastructure changes and supported continued growth with enhanced payment security.
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Eckoh's CallGuard helped Kingfisher secure payments across B&Q and Screwfix, ensuring PCI DSS compliance. Kingfisher faced rising transaction volumes and... a major contact center migration in 2023. Eckoh delivered scalable payment security and hands-on support, enabling a smooth transition with no disruption. Kingfisher now benefits from a stable, secure payment environment and a long-term strategic partnership with Eckoh.
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CallGuard helped one of the largest home improvement retailers secure payments for 2000+ stores. The company needed to de-scope on-site... and remote agents from PCI DSS audits and reduce fraud risk. CallGuard integrated with their token vault and billing systems, requiring minimal IT effort. The solution improved payment security and customer experience while reducing compliance risk.
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Eckoh's CallGuard solution helped a major US wholesale club secure payments for nearly 130 million members. The club wanted to... reduce data breach risks, keep high customer satisfaction, and avoid major development work. Eckoh integrated payment security into their call center without disrupting existing systems. The solution streamlined payment processing and eliminated manual workflows. This improved both security and operational efficiency for the retailer.
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Eckoh's CallGuard helped Kingfisher secure payments across B&Q and Screwfix, ensuring PCI DSS compliance. Kingfisher faced rising transaction volumes and... needed to protect customer data without hurting efficiency. Eckoh delivered scalable payment security and supported Kingfisher's switch to a new contact center provider in 2023. The partnership kept payment processes stable and avoided disruption to customer experience. Eckoh also provided strategic advice for long-term payment security.
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Eckoh's IVR and EckohROUTE solutions helped Transport for London handle 1 million calls, improving journey planning and customer experience. Secure Chat and... CallGuard enabled PCI DSS-compliant payments and freed agents for complex inquiries. The system recognizes repeat callers and provides real-time travel updates. TfL now delivers fast, personalized information across all transport modes in London.
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Eckoh delivered bespoke IVR, EckohROUTE, Secure Chat, and CallGuard to Transport for London (TfL). TfL needed to improve customer experience... and journey planning for millions of travelers. Eckoh's solutions enabled PCI DSS-compliant secure payments, intelligent call routing, and real-time journey planning. The system handled over 7 million calls per year and 86,000 payments worth £7 million. 80% of chat users had their questions answered, and 74% rated webchat as Satisfied or Very Satisfied.
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Eckoh's IVR solutions, including Train Tracker and Station Connect, help National Rail handle over 3 million customer calls per year. The system delivers... 24x7 real-time journey planning and fare information, freeing call center agents for complex issues. During peak events, the platform managed over 100,000 calls in a single day. Customer satisfaction with the service averages 96%. Eckoh's technology reduces operational costs and improves the passenger experience for the UK's busiest rail information provider.
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Eckoh's Train Tracker IVR and Station Connect solutions helped Rail Delivery Group handle 16,000 calls monthly, totaling 500,000 minutes a year. The system managed... over 100,000 calls in a single day at peak. Passengers accessed journey planning and fare details through secure self-service channels. Contact center pressure dropped as routine requests shifted to automation. Customer satisfaction reached 96% for information provided, improving the passenger experience and reducing operational costs.
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Eckoh's CallGuard and EckohPAY helped allpay achieve PCI DSS compliance for secure phone payments. allpay needed a reliable solution after... their previous provider failed to deliver a VoIP system. Eckoh implemented CallGuard for agent-assisted payments and EckohPAY for automated self-service payments. The solution enabled full contact center descoping from PCI DSS, with no customer data seen or stored. Implementation was completed in nine weeks, and allpay can now offer this secure payment solution to their housing association clients.
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Eckoh’s CallGuard enabled a leading payment processor to secure remote card payments for agents during the Covid-19 pandemic. The company maintained... PCI DSS compliance and protected sensitive data while shifting to remote work. CallGuard integrated easily with existing systems, ensuring business continuity and strong customer service. The solution reinforced customer trust and operational efficiency for government agency payments.
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Eckoh's CallGuard enabled a leading payment processor to secure remote card payments for agents during the Covid-19 pandemic. The company needed... to quickly shift from office-based to remote operations while keeping PCI DSS compliance. CallGuard let agents process payments from home without exposing sensitive data. The solution preserved business continuity and high customer service standards. The provider maintained strict security across a distributed workforce.
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CallGuard by Eckoh helped a major US non-profit secure donor payments. The organization needed to protect donor data and meet... PCI DSS compliance in a virtual contact center. CallGuard let agents process donations without seeing or hearing payment details. The solution integrated smoothly with their payment processor and cloud systems. This improved security, ensured compliance, and made giving easier for donors.
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Eckoh's CallGuard solution helped a nationwide non-profit health organization secure donor payments and achieve PCI DSS compliance. The organization improved... donor trust by reducing fraud risk and protecting sensitive payment data. CallGuard integrated smoothly with their existing systems, allowing secure, frictionless donations through live agents and IVR. The solution enabled remote deployment for virtual contact center agents, ensuring operational efficiency. The non-profit can now focus on its mission while maintaining strong data security.
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Eckoh's CallGuard solution helped a leading US non-profit health organization secure donor payments. The organization needed to protect donor data... and meet PCI DSS compliance while using a virtual contact center. Eckoh integrated CallGuard, allowing agents to process donations without seeing or hearing payment details. This reduced fraud risk and improved the donor experience with secure, multi-channel payments. The solution fit seamlessly with their existing systems.
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CallGuard by Eckoh helped a major US telecoms company achieve PCI DSS compliance. The company needed to de-scope its contact... center and reduce risk for card-not-present transactions. CallGuard's on-premise audio tokenization replaced sensitive card data with tokens, keeping data secure and out of recordings. The solution was fast to deploy and required no changes to internal processes. All call center transactions are now secure, and agents never see or hear card data.
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Eckoh's self-service solution helped O2 cut average handling time by 50%. O2 improved customer engagement and deflected calls, reducing contact... center demand. The secure payment IVR protected sensitive data and lowered risk. O2 saved millions while boosting customer satisfaction. The telecom leader partnered with Capita and Eckoh for this transformation.
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Eckoh's self-service solutions helped O2 cut average handling time by 50%, saving millions and boosting customer experience. O2 used IVR,... natural language call steering, and Visual IVR to deflect calls and lower contact center demand. Fraudulent activity dropped to zero after automated security checks. The partnership achieved a 22% reduction in call volumes and a 26% Opex reduction in the first year. O2 saw strong customer adoption of new self-service channels, improving engagement and efficiency.
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Eckoh's CallGuard helped Banner Health secure payments across many systems. The solution de-scoped their VoIP from PCI DSS, cutting audit... time and costs. Banner Health removed cardholder data from call recordings and home devices, lowering data risk. The project delivered cost savings and improved payment security, offsetting part of the investment.
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Eckoh's CallGuard solution helped a leading US healthcare services company achieve PCI DSS compliance. The company manages over 24 million... patient interactions for 800+ healthcare organizations. CallGuard integrated smoothly with existing processes, improving operational efficiency and patient confidence. The solution provided flexible, secure payment technology and supported future compliance needs.
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CallGuard by Eckoh helped a world-renowned healthcare provider secure patient payment data in their contact centers and BPO. The provider needed... to de-scope their environment from PCI DSS audits while maintaining a great patient experience. CallGuard integrated with Epic Systems and adapted to a telephony switch from PRI to SIP. The solution removed call centers from PCI DSS audit scope and extended security to BPO operations. This allowed the provider to focus on patient care and research while ensuring data security.
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Eckoh's CallGuard Hosted solution helped a leading UK health and beauty retailer secure contact center payments. The retailer needed PCI... DSS compliance for hundreds of agents handling card payments. Eckoh's system masked card data using audio tokens, keeping real card details hidden from agents and systems. This reduced fraud risk and protected customer data. The solution was quick to implement and did not require major IT changes.
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Eckoh's CallGuard Hosted solution helped a leading UK health and beauty retailer achieve PCI DSS compliance. The system protected customer... card data so agents never saw or heard it, reducing fraud risk. Agents stayed connected with customers during calls. The retailer avoided storing sensitive card data, lowering the chance of data breaches. The solution was quick to implement and did not disrupt existing IT systems.
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Eckoh's CallGuard helped a leading US healthcare services company improve payment security and efficiency. The company manages over 24 million... patient interactions for 800+ healthcare organizations. They needed to meet PCI DSS compliance and pass a strict audit. CallGuard integrated smoothly with their existing processes, causing minimal disruption. The solution boosted patient confidence, ensured ongoing compliance, and improved operational efficiency.
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Eckoh's CallGuard and speech-enabled booking system helped Premier Inn secure phone payments and bookings. Premier Inn needed PCI DSS compliance... and flexible, automated booking for 785 hotels. Eckoh delivered a PCI DSS compliant, speech-enabled reservations and CallGuard payment solution. No sensitive data is exposed, reducing fraud risk. Premier Inn now offers secure, flexible booking and payment, with 24x7x365 PCI DSS compliance.
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Eckoh's secure payment technology helped ComOps reduce PCI DSS risk in contact center services. ComOps used Eckoh to embed security... into operations for hotels and casinos. The solution enabled flexible integrations with legacy systems and improved customer engagement. ComOps saw immediate value from Eckoh's vendor-agnostic approach. The partnership strengthened client relationships and supported digital transformation in hospitality.
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Eckoh's ChatGuard let a major US utility company take secure payments in live web chat. Before, agents had to send... customers to call centers for payments, causing frustration and missed payments. Now, agents handle full transactions in one chat session. This improved efficiency and removed friction for both agents and customers. Secure, compliant payments now happen directly in the chat channel.
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EckohPAY helped Power NI, Northern Ireland's largest electricity provider, launch mobile apps for secure, PCI DSS-compliant payments. Over 50,000 downloads... show strong customer demand for mobile payment solutions. The apps let Keypad customers top up electricity anytime, store payment details, and get a 2.5% discount. Power NI improved customer satisfaction, reduced costs, and offered true multi-channel payments. Real-time payment authorization and secure data handling were key features.
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Eckoh helped ComOps secure phone payments and reduce PCI risk for hotels and casinos. ComOps used Eckoh's flexible solutions to... integrate with old PBX systems in the hospitality industry. This made it easier to protect customer data and improve guest satisfaction. Eckoh's technology let ComOps offer better security without extra work for their clients. The partnership focused on customer service, data security, and adapting to new tech trends.
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Eckoh helped ComOps reduce PCI DSS risk by embedding secure payment technology into contact center services. ComOps, a consulting firm... for hotels and casinos, needed to improve customer engagement and data security. Eckoh enabled flexible integrations with legacy systems and enhanced guest and employee experiences. The partnership focused on seamless security and operational efficiency for hospitality clients.
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Eckoh helped ACC Liverpool achieve PCI DSS compliance for secure card payments. The solution improved data protection and reduced risk... for one of the UK's largest event venues. Advisors found the system easy to use, with fast training and strong customer support. ACC Liverpool built customer trust and improved operational resilience for high-demand events. Eckoh's team delivered seamless implementation and personalized service.
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Eckoh provided Tenpin with full contact center services, including secure IVR, webchat, and PCI-DSS compliant payment solutions. Tenpin needed a... partner to handle all remote customer service channels and improve customer experience. Eckoh processed an average of 52,000 calls per month and 60,000 bookings per year. 89.3% of callers rated their service 8 or above. Tenpin achieved a high NPS of 68 and recorded over 1.5 million minutes monthly. Secure call recording and analytics helped Tenpin optimize operations and increase bookings during peak periods.
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CallGuard by Eckoh helped Peninsula Group secure phone payments and meet PCI DSS compliance. The company faced rising call volumes... and needed to protect client card data. CallGuard Hosted stopped sensitive data from entering their contact center systems. This removed the center from PCI DSS audit scope. Agents stayed in touch with clients during calls and could safely record calls. The solution supported business growth and new acquisitions.
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Eckoh's IVR solution helped Rail Delivery Group provide 24/7 journey planning and fare information to rail passengers. The system reduced... pressure on contact centers by deflecting routine calls. Passengers now get fast, automated access to travel details at any time. Eckoh's solution improved customer satisfaction and ensured a consistent experience across channels. The service handles over 3 million calls per year for National Rail.
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Eckoh's CallGuard helped a direct marketing organization secure agent-assisted payments in the cloud. The client needed to de-scope their contact... center and achieve PCI DSS compliance. Eckoh delivered a vendor-agnostic solution that worked with complex telephony environments. The team created a Direct Connect setup to route calls securely through the cloud. This approach enabled full PCI DSS de-scoping without disrupting cloud strategies.
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Eckoh provided secure payment solutions for a global agribusiness cooperative. The company needed to protect customer data and ensure payment... security in their contact center. Eckoh's solution helped them achieve secure transactions and data protection. This improved compliance and reduced risk of data breaches.
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Eckoh CallGuard helped a leading payment processor secure remote payment processing during the Covid-19 pandemic. The company needed to keep... agents PCI DSS compliant while working from home. CallGuard isolated cardholder data from agents and systems, making compliance easy. The solution integrated quickly with minimal disruption. Agents continued to deliver strong customer service, and the company maintained security and customer trust.
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Eckoh’s CallGuard helped a leading US healthcare services company secure voice payments. The client needed to meet PCI DSS audit... requirements and improve operational efficiency. CallGuard integrated with their existing processes and minimized disruption. The solution simplified telephony and made onboarding new clients easier. The company achieved PCI DSS compliance and improved patient confidence in payment security.
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Eckoh helped ACC Liverpool, a major UK event venue, achieve PCI DSS compliance for secure card payments. The venue needed... to protect customer data and reduce risk while handling payments across large-scale events. Eckoh worked with ACC Liverpool's IT team to address complex infrastructure challenges, especially due to shared systems with Liverpool Council. The solution improved data security, built customer trust, and enhanced operational resilience for high-demand events.
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Eckoh's CallGuard helped a leading US healthcare services company secure voice payments and meet PCI DSS compliance. The client manages... over 24 million patient interactions for 800+ healthcare organizations. CallGuard integrated with their existing processes, causing minimal disruption and improving operational efficiency. The solution simplified telephony, increased patient confidence in secure payments, and ensured adaptability for future compliance needs. The company saw tangible improvements in service delivery and scalability.
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