Sycurio

“Overall, our advisors are a lot more productive - there are no manual spreadsheets or ‘cashing up’ record keeping to be undertaken at the end of the day and all our systems are automatically updated at the moment a payment is completed.”

“Today, the team can handle payments for GP appointments, health assessments, support patients phoning in to settle their invoice or private medical additions or insurance excesses and they can do all this either from the office or working remotely from home if that proves necessary because they need to isolate.”

“We’re required by the CQC to record all patient conversations. Thankfully, with Sycurio. Voice there is no need to pause and resume recordings because there is no likelihood that payment card details can be captured accidently as the keypad tones cannot be interpreted or reverse engineered. This takes the pressure off our advisors, who can simply focus on the job in hand – helping patients access the care they need,”

“Sycurio delivered a comprehensive virtual training session, plus a video and additional training materials, which ensured everyone got up to speed quickly. Initiating Sycurio’s SecureMode at the point of payment is easy to do and our advisors quickly became competent at handling more complex scenarios—for example, if a patient calls in on a mobile phone and doesn’t know how to get back to their keypad to enter their card details,”

“The ease-of-use of Sycurio’s solution has proved a winner with both our patients and our advisors, many of our patients utilize us multiple times and Sycurio.Voice provides assurance that we take their security seriously.”

“We exist to serve our customers, and part of our service mission is providing the best possible customer experience, no matter how they choose to interact with us as a business. The integration of Sycurio.Voice within the Connect Managed Services solution means that NWG Business’ customers have the option to pay over the phone, with the confidence that their sensitive details are being secured to the highest standard.”

“Almost a decade ago, few companies in the US could have predicted how important it would be to address the challenging and costly issue of compliance for telephone payments. Sycurio has made it easier for us to comply with PCI DSS and protect customers, while delivering impressive operational flexibility.”

“Sycurio’s technology ensures cardholder data never enters our call center IT systems. As well as delivering continuous protection for the contact center itself, Sycurio protects our VoIP network and wider network infrastructure. It also dramatically reduces the risk of payment card data breaches – since no data enters our systems, there is nothing there to steal.”

“An increasing number of RNIB donors have high expectations when it comes to data security. As such, supporters have been impressed with the difference made by having a secure payment method via the phone; they have reported being happier with not having to verbally supply their card details when paying using the telephone. Many donors are elderly, while some are blind or partially sighted, so the simplicity of Sycurio.Voice has been essential for the charity as we wanted to make it as easy as possible for them to support the work we do here at RNIB.”

“With a home-based call center team, compliance with PCI DSS had always been a significant challenge. Using Sycurio’s solution means RNIB can meet the data security demands of the PCI DSS, while also providing the best possible customer service. It also reinforces to our donors that we take the security of their data seriously.”

“This is not a secondary or unimportant system, our registration payments are essential to our operations and our position as a regulator means that our reputation is paramount. We must ensure that we adhere to the highest industry standards for security.”

“Our employees have benefited from a fuss-free experience using the solution – everything from training to day-to-day use has been incredibly simple. Plus implementing Sycurio.Voice has also meant that we don’t have to put arduous security restrictions on our team. By removing the air of suspicion hanging over agents as they take card payments, and the need for clean rooms to ensure data security on the contact center floor, we have been able to build a positive and open workplace culture.”

“I can count the number of problems we’ve had on one hand. We just don’t get tickets raised about the system. What’s more, I don’t get requests for improvements to the Sycurio system – that’s because it already does exactly what the team needs it to do.”

““For our registrants, it’s a question of their livelihood. If they don’t renew their registration, they won’t be entitled to practice using their professional title. If someone contacts us to request payment of their fees by credit card over the phone and we have to tell them that the service isn’t available, you understandably have a very stressed person on your hands,””

“As an organization, we uphold strong standards when it comes to data security. If we are to expect our own data to be handled securely, this is a service that we must also deliver to our registrants; they too deserve their data to be protected to the highest standard.”

““Sycurio.Voice adds an additional layer of protection to our payments environment that robustly underpins the strength of our proposition for existing and potential affinity partners. Our success has been built on demonstrating we can deliver the high levels of trust, functionality and flexibility that is vital for the insurance industry. Now we can truly demonstrate that when it comes to payment card data, we literally don’t see it, touch it, hear it or store it.””

““By eliminating the need to travel to our offices, we’re making it easy for people with disabilities or those returning to work after a planned break to work in a way that fits around the reality of their lives.””

““We now have a telephone payments scenario in place that protects everyone – callers, agents, us and our affinity partners. Whether they’re located in our contact center or working from home, our systems and our agents are completely shielded from any payment data. There’s no need to worry about routing calls to remote agents – or offshoring our operations,” confirms Chris.”

““From an agent standpoint there were no discernible changes to the systems they use and are familiar with, so it was pretty much business as usual as far as they were concerned,” continues Chris. “No longer burdened with the task of pausing call recordings, they love the live feedback feature which allows them to stay on the line and guide callers through the process of inputting their card details.””

““From the start, Sycurio displayed a ‘let’s get this done’ mentality that was refreshingly different, I was very impressed with every aspect of how they worked – and the go live proved even better than expected. From a technical standpoint, all I had to do was reconfigure a few SIP lines and we were good to go.””

““Sycurio’s solution offered a streamlined approach to further eliminating risk where sensitive customer payment data is concerned. One that also enables us to continue to record calls without comprising our regulatory compliance.“”

““We needed to find a better way to make the agent desktop PCI DSS compliant – eliminating any risk that our agents, or our call recordings, are exposed to sensitive payment card data,” said Chris Gray, Senior IT Manager at iGO4.”

““This is easier than our old way of processing payments and now the conversations between me and my customers’ just flow. It has made my team leader’s job easier to assess my calls now, as they don’t need to look for two parts of a recording.””

““Customers like being able to speak to us to make their payment. Customers know I am always on the other end of the phone to speak with them. They don’t get lost in a black hole. I’ve had some good feedback from my customers about them feeling safe processing payments this way.””

““Sycurio.Voice is really easy for me to use. It saves me from mishearing customer numbers, or having to get them to repeat them, particularly when customers are outside on their mobiles.””