A large US services group

The organization is a large US financial services group offering a range of different products to consumers and businesses. It has tens of thousands of employees across the US and Canada, and operates a number of contact centers both in the US and overseas, dealing largely with inbound calls from customers.

The organization offers both business and personal financial services products. Its contact center agents handle both inbound and outbound calls. The call centers are critical to the business because they are the main conduit through which the organization speaks to its customers.

Because our call centers are mission critical, everything we do has to be highly available and there is no tolerance for calls not going through.

Why CardEasy?

We looked at various options in the marketplace but CardEasy was a natural fit for us in terms of the SIP architecture that we have our voice platform implemented through. This meant we could insert the solution seamlessly into our platform while maintaining the redundancy and high availability that we expect from our systems.

The implementation process

It was a large project. We have a large number of payment touchpoints within our business so it was a considerable effort to integrate CardEasy. Although it was a lot of work, the technical team at CardEasy were always there to help us work through any issues. The team did what they said they were going to do, they committed and they executed and they made the project happen.

The organization is now PCI-compliant

We handle so many credit card payments so we are required to have a level of PCI compliance based on the volume of transactions we support. The obvious benefit to us is that by having CardEasy in place, we are PCI compliant. That helps us with our banks and auditors and takes the financial risk and liability away from us. CardEasy has eliminated PCI data from our network so it’s no longer a concern for us.

CardEasy facilitates secure working from home

The pandemic created challenges for call centers generally because you had people working from home in hybrid mode so you needed the capability and technology to handle this. One of the things that has been beneficial with respect to CardEasy is that because it was already in play, we eliminated some of the exposure associated with PCI data where our employers and business partners were working from home. In the office setting you have the ability to closely monitor and control some of that but in the midst of the pandemic, when people are working from home, you don’t necessarily have the supervisors to monitor what’s going on. CardEasy took these concerns away which was a big help to the operations folks.

Would you recommend CardEasy to other organizations?

Yes, they’ve been great to work with. It’s a very good solution and I consider them to be a strategic partner for us.

  • "The technical team at CardEasy were always there to help us work through any issues. The team did what they said they were going to do, they committed and they executed and they made the project happen."