Real-World Case Studies and Customer Success Stories with Eckoh

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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Eckoh's CallGuard helped a major home improvement retailer secure payments and meet PCI DSS compliance. The solution de-scoped all on-site... and remote contact center agents from PCI DSS, reducing compliance risk. Minimal IT involvement was needed, and the system integrated with the retailer’s proprietary token vault. Customer and agent payment experiences improved, with higher conversion rates and satisfaction scores. The scalable solution supported growth and future compliance needs.
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Eckoh's CallGuard solution helped a major US wholesale club secure payment processing for nearly 130 million members. The company reduced... the risk of data breaches in its call centers. Eckoh's technology eliminated manual pause-and-resume steps, making payment workflows faster and easier. The solution integrated with existing systems, so employees and customers kept their familiar payment experience. The club saved costs by avoiding major network changes and improved call center efficiency.
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Kingfisher plc used Eckoh’s CallGuard to secure payments across B&Q and Screwfix contact centers. They needed to keep customer data... safe and maintain PCI DSS compliance as payment volumes grew. Eckoh helped Kingfisher switch to a new contact center provider in 2023 without any disruption. Kingfisher now has a stable, secure payment environment and a long-term partnership with Eckoh. Their payment security supports business growth and customer trust.
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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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Kingfisher worked with Eckoh to secure payments in B&Q and Screwfix contact centers. Over 10 years, Eckoh helped Kingfisher keep... PCI compliance and support big business changes. Payment security was improved without hurting customer experience. Eckoh’s solutions matched Kingfisher’s business goals. The partnership focused on lowering risk and keeping payments safe.
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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 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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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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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. Cardholder data was removed from call recordings and home devices, lowering data risk. Banner Health saved money and improved payment security. The cost savings offset part of their 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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Eckoh’s CallGuard secure payment solution helped a leading US healthcare services company improve operational efficiency and meet PCI DSS compliance. The solution integrated... smoothly with existing processes, causing minimal disruption. Patient confidence in payment security increased. The company gained flexibility and scalability for onboarding clients. Ongoing compliance and adaptability to industry changes were achieved.
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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 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 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 helped Rail Delivery Group automate journey planning and fare information for rail passengers. The solution included an IVR Journey... Planner and Station Connect, providing 24/7 self-service access to travel details. This reduced contact center demand and improved customer experience. The system handles up to 16,000 calls monthly and achieved a 96% customer satisfaction score. RDG saw lower operational costs and more efficient call handling.
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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 provided Tenpin with a secure contact center solution. Tenpin processed 60,000 bookings per year using IVR, live agents, and... secure chat. The system recorded and transcribed over 1.5 million minutes of customer interactions each month. Customer satisfaction stayed high, with 89% of callers rating their experience 8 or above. Tenpin gained valuable insights from recorded calls and improved payment security with 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 helped ACC Liverpool, a major UK event venue, achieve PCI DSS compliance for secure card payments. The solution addressed... complex infrastructure challenges due to shared systems with Liverpool Council. Advisors quickly learned the new system, reducing training time. Customers felt reassured by improved payment security and data privacy. ACC Liverpool praised Eckoh's hands-on support and proactive service. The venue now benefits from stronger data protection and operational resilience at large-scale events.
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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 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 helped a leading payment processor enable secure remote card payments for agents during the Covid-19 pandemic. The company needed... to maintain PCI DSS compliance and protect sensitive data while shifting to remote work. CallGuard isolated cardholder data from agents and systems, ensuring security and compliance. The solution integrated quickly with minimal disruption, preserving business continuity and customer service quality. The payment processor reinforced client trust and maintained operational efficiency throughout the transition.
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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 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 helped a leading US non-profit health organization secure donor payments. The solution enabled PCI DSS compliance and reduced... fraud risk. CallGuard integrated with their existing systems for smooth donation processing. Donors could give securely through multiple channels, improving their experience. The organization now protects sensitive data and builds donor trust.
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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 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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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 helped O2 cut average call handling time by 50% with advanced self-service and IVR solutions. O2 saw a 22%... drop in call volumes and a 26% reduction in operating expenses in the first year. Fraudulent activity was eliminated with automated customer verification. Visual IVR and natural language call steering improved customer experience and deflected 13,000 calls monthly. O2 achieved 43% guaranteed savings and an 18% sales increase in the business segment.
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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 lost sales. Now, agents handle full transactions in one chat session. This improved efficiency and kept customers in their preferred channel. The solution removed friction and made payments easier for both agents and customers.
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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'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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