Eckoh PLC 5-year contract renewal with Capita worth GBP2.1m
20 Abril 2022 - 1:11AM
RNS Non-Regulatory
TIDMECK
Eckoh PLC
20 April 2022
RELEASE 20 April 2022
Eckoh plc
("Eckoh" or the "Group")
Eckoh signs 5-year contract renewal with Capita worth
GBP2.1m
Payment security and advanced speech recognition technology
increase revenue collection
Innovative enhancements improve the customer experience, driving
increased satisfaction
Eckoh, the global provider of customer engagement security
solutions, is delighted to announce the renewal of its contract
with Capita for a large public sector organisation. The core
purpose of the service provided by Capita to its client is to
maximise the successful collection of payments from the general
public. The new contract is for 5 years and has a minimum value of
GBP2.1m over the term, which is both longer and higher value than
the original agreement.
Since 2018, Eckoh has been supporting Capita and its client by
handling all inbound calls to the contact centre, securing
telephone and automated payments, and delivering advanced
self-service automation to improve the customer experience and
increase the proportion of successfully collected revenue. The
renewal and extension of this contract is testament to Capita's
ongoing confidence in Eckoh's expertise and product solutions and
its drive to continually deliver a better customer experience.
Capita's challenges from the outset have been to reduce customer
service costs, increase the number of successful payments and
comply fully with the Payment Card Industry Data Security Standard
("PCI DSS") without compromising the quality of customer
service.
In response, Eckoh delivered its unique and patented payment
technology - CallGuard - which secures telephone payments made via
contact centre agents, while the EckohPAY solution enables the same
security for payments made within the automated voice solution.
Eckoh's advanced natural language self-service and intelligent call
routing delivers accurate speech recognition to enable calls to be
routed to the right place, first time - whether that's an agent or
a self-service facility. These extra options enable the client to
offer self-service for change of address, secure payments, account
updates and other tasks without involving an agent. This reduces
customer service costs whilst offering customers flexibility in how
they manage their account.
This simpler and more flexible customer experience has led to a
significant increase in revenue collection and improved customer
satisfaction, while Capita's entire contact centre has now been
de-scoped from the rigours and cost of full PCI DSS compliance.
Nik Philpot, Chief Executive Officer at Eckoh commented: "Capita
is a longstanding and highly valued partner, so we're delighted to
be renewing this significant contract for another 5 years, which
follows the 6 year contract renewal worth GBP4m we signed with them
for the congestion charge in 2020.
Eckoh's comprehensive technology portfolio means we are uniquely
placed to provide a full suite of customer engagement solutions
that are underpinned by market leading security. We can help
organisations to meet today's contact centre security challenges
and support them in delivering on their digital transformation
initiatives."
For more information, please contact
MediaResponseUK@eckoh.com
For further information please contact:
Eckoh plc Tel: 01442 458 300
Nik Philpot, Chief Executive Officer
Chrissie Herbert, Chief Financial Officer
www.eckoh.com
FTI Consulting LLP Tel: 020 3727 1017
Ed Bridges / Jamie Ricketts / Tom Blundell
eckoh@fticonsulting.com
Singer Capital Markets (Nomad & Joint Broker) Tel: 020 7496 3000
Shaun Dobson / Tom Salvesen / Alex Bond
/ Kailey Aliyar
www.singercm.com
Canaccord Genuity Limited (Joint Broker) Tel: 020 7523 8000
Simon Bridges / Andrew Potts
www.canaccordgenuity.com
About Eckoh plc
Eckoh is a global provider of customer engagement security
solutions, supporting an international client base from its offices
in the UK and US.
Our secure payments products help our clients take payments
securely from their customers through multiple channels. The
products, which include the patented CallGuard, can be hosted in
the Cloud or deployed on the client's site and remove sensitive
personal and payment data from contact centres and IT environments.
They offer merchants a simple and effective way to reduce the risk
of fraud, secure sensitive data and become compliant with the
Payment Card Industry Data Security Standards ("PCI DSS") and wider
data security regulations. Eckoh has been a PCI DSS Level One
Accredited Service Provider since 2010, securing over $5bn in
payments annually.
Eckoh's customer contact solutions enable enquiries and
transactions to be performed on whatever device the customer
chooses, allowing organisations to increase efficiency, lower
operational costs and provide a true Omnichannel experience. We
also assist organisations in transforming the way that they engage
with their customers by providing support and transition services
as they implement our innovative customer contact solutions.
Our large portfolio of clients come from a broad range of
vertical markets and includes government departments, telecoms
providers, retailers, utility providers and financial services
organisations.
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