Client Success Story:
International Fashion Retailer
- Needed to work seamlessly within current operations
- Wanted to comply with the Payment Card Industry Data Security Standard (PCI-DSS)
- They now have the ability to safely conduct card payments over the phone
Services & sector
Retail relates to the sale of goods and services to consumers. Transactions take place through various channels of distribution across an ever-growing range of industries, such as food, motor vehicles, apparel, and electronics.
About the company
The client is a leading international fashion retailer, specialising in premium clothing and accessories. With a portfolio of renowned brands, it offers a diverse range of products from casual wear to luxury fashion, catering to various customer demographics. The company operates both online and through physical stores across multiple countries, employing over 4000 people. They’re known for their commitment to innovation, customer experience, and a strong digital presence, making them a key player in the global fashion industry.
Together with Gnatta, Key IVR delivered a secure payment solution, which worked seamlessly with Gnatta’s telephony platform, assisting a global fashion retail group with their payment needs.
The requirement
The fashion retail group approached Key IVR seeking out a secure Payment IVR that would also meet their need to be PCI Compliant. The payment process needed to work seamlessly with their current operations, improving the customer experience as they continued to expand, grow, and gain global popularity.
Their primary goal was to comply with the Payment Card Industry Data Security Standard (PCI-DSS), a set of regulations established by major card brands like Visa, Mastercard, American Express, JCB, and Discover. These standards apply to all merchants and service providers that accept, store, process, or transmit card data, ensuring that companies securely handle their customers’ credit and debit card information.
The solution
After an initial consultation with Key IVR to assess the client’s business processes, challenges, and objectives, it was determined that a secure Agent Assisted Solution would be highly beneficial. This solution needed to integrate smoothly with the client’s existing suppliers, leading Key IVR to partner with Gnatta, the provider of the group’s contact centre software.
Key IVR and Gnatta joined forces to enhance the payment experience for agents and customers of the fashion retail group. Through a dedicated integration, agents can instantly secure their calls, connecting the Key IVR and Gnatta platforms to process payments in a PCI-DSS compliant manner.
During the call, agents can prompt customers to either read out their card details or use their telephone keypad, with DTMF suppressed tones, to enter their Cardholder Data (CHD). At no point is sensitive information visible or audible to the agent, ensuring security while allowing the agent to remain on the line and assist the customer, with all standard call controls such as hold and record still available.
How it works:
- When selected by a user, a SIP transfer is initiated to pass the call to Key IVR from the Gnatta system (meaning an operator doesn’t need to action anything beyond the control request)
- While this is happening, a message appears to the user to signify that the “securing of the call” is in progress
- Once complete, a message is displayed to say the call is now secured by Key IVR
- For each number set up with the Secure Call feature a very small amount of configuration is needed with Gnatta’s voice provider and database
The overall system also integrates with the fashion retail group’s existing CRM system, allowing agents to generate orders instantly, further simplifying the purchase process for their team and customers.
The outcome
After in depth training on the solution was provided to the fashion retail group’s teams, it was deployed across their various brands as the new standard method of over the phone payments. The implementation was done through an API integration, ensuring a seamless connection with their existing systems. Feedback was extremely positive, with staff at the organisation saying it was easy to use, quick, simple, and they were keen to adopt the new process.
The fashion retail group’s team were extremely happy with the speed of the solution, mentioning that they felt very secure acting as a customer during their training. The transition was smooth, implementing it across their various brands.
“We were thrilled to see how quickly the team adapted to the new system. Their feedback has been invaluable, and it’s rewarding to know that the solution has made a positive impact on their operations.”
Reuven Kornfeld
Account Manager
Key IVR