Real-World Case Studies and Customer Success Stories with Eckoh

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 maj...or 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 a...udits 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’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. Ecko...h 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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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 info...rmation, 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 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 so...lutions 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 provided Tenpin with full contact center services, including secure call recording, IVR, webchat, and payment solutions. Tenpin needed a partner to support their growing customer service needs ...across all channels. Eckoh delivered PCI-DSS compliant payments, managed social media and reviews, and enabled secure chat. Tenpin processed 60,000 bookings per year and achieved an 89.3% caller satisfaction rate. The solution improved customer experience and operational efficiency.
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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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ChatGuard lets a major US utility company take secure payments in live web chat. Before, agents had to send customers to call centers for payments, which was slow and frustrating. Now, customers pay ...right in the chat, making things faster and easier. Agents handle more chats at once and finish transactions in one session. The company manages over 1,000 customer interactions per day with ChatGuard.
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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 i...t 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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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 sen...sitive 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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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 proc...ess 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 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. CallGuar...d 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 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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CallGuard helped Banner Health secure payments across many payment systems and locations. Banner Health wanted to lower the risk of handling payment card data and reduce PCI audit costs. Eckoh’s Call...Guard solution let them remove payment data from their VoIP environment and cut the need for encrypted payment devices at home. This reduced risk and saved money on compliance. Banner Health plans to use payment orchestration to simplify vendors and offer more payment options.
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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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