How a utility attained PCI compliance in their contact centre

The challenge

A water utility organisation was facing a number of challenges relating to taking payments by phone. Due to compliance obligations, they wanted to move away from processes that involved the manual handling of credit card information by their agents.

The solution

Glider's agent-assisted payments functionality was introduced to allow agents to send payment requests via SMS or email during the call.  Both the customer and the agent can view the details of the transaction, allowing for instant resolutions during the phone call. Importantly, no card information is spoken for the payment to be processed. Glider’s integration with the organisation’s single sign-on platform meant that onboarding and off-boarding of contact centre team members remained seamless and secure. After a successful proof of concept, the Glider platform was rolled out to the entire contact centre. 

The result

Thanks to Glider, the water utility was able to descope agents, call recordings and their phone system from PCI-DSS. Glider also enabled agents working from home to facilitate customer payments - something that was not possible with the original process.

Glider removed a clunky process and enabled a vastly improved customer and employee experience.