Restaurant Group Fridays UK Chooses PCI Pal® to Secure Card Payments
16 Marzo 2022 - 7:00AM
Business Wire
PCI Pal, (LON:PCIP) – the global provider of cloud-based secure
payment solutions – has supported restaurant group Fridays UK with
the implementation of its PCI Pal Agent Assist solution, to ensure
full PCI compliance when handling customers’ telephone-based card
payments.
With a changing operational model, Fridays’ traditional
‘walk-in’ service has been extended to include more booking-led
‘Click & Collect’ services, deliveries and a Fridays at Home
range. As such, a virtual contact center was created to support its
stores in managing the booking experience, which extended its PCI
compliance requirements.
Erica Livermore, Chief Technology Officer of Fridays UK, said:
“Prior to the pandemic, our business had begun moving away from
just providing a dine-in service, and instead we started to offer a
greater number of booking-based services. As a result, we created a
virtual contact center to support our 85 UK stores, to help reduce
administrative burdens on staff in our stores so they can instead
focus on the guest experience.
“A large part of this was to channel bookings from the website
to the contact center. Here, colleagues handle bookings for
individual customers, and businesses, and the virtual team has the
ability to take payments over the phone. Of course, by enabling
this, there is the requirement to extend our PCI compliance to
telephone-based payments, and so we needed to ensure our solution
supported this need, while also ensuring our team could remain in
verbal contact with customers.”
PCI Pal Agent Assist was selected as the payment security
solution of choice. It enables contact center agents to capture
customers’ card information securely on live calls, yet maintain
conversation with the customer at all times. The technology uses
DTMF (Dual Tone Multi Frequency) masking technology, as well as
Speech Recognition for customers who can’t use their telephone
keypad, and provides a secure way of handling payments without
bringing an organization’s environment in scope of Payment Card
Industry Data Security Standard (PCI DSS).
Erica Livermore said: “At Fridays UK we are very strict on
security protocols and therefore PCI Pal had to go through
onboarding on our side, which they passed with flying colors. We
are PCI-Certified and go through our accreditations every year.
Implementation was very quick and we were able to roll-out to our
virtual contact center team seamlessly. The fact this could be
completed remotely, due to the cloud-based nature of the solution,
was an added advantage given the various lockdowns we were all
facing due to the pandemic. It’s been a really good
experience.”
Best known for its expert bartenders, American-inspired food and
drink, including quality steaks, famous burgers and ribs, TGI
Fridays operates almost 900 restaurants in 60 countries, including
85 Fridays outlets in England, Scotland, Wales and the Channel
Islands, where more than 12 million guests are served each
year.
For more information on Fridays, visit:
https://www.tgifridays.co.uk/.
About PCI Pal
PCI Pal (LON: PCIP) is a leading provider of SaaS solutions that
empower companies to take payments securely, adhere to strict
industry governance, and remove their business from the significant
risks posed by non-compliance and data loss.
Its mission is to safeguard reputation and trust by providing
customers with secure payment solutions for any business
communications environment including voice, chat, social, email,
and contact center.
PCI Pal is integrated to, and resold by, some of the worlds'
leading business communications vendors, as well as major payment
service providers.
PCI Pal products can be used by any size organization globally,
and it is proud to work with some of the largest and most respected
brands in the world.
For more information visit www.pcipal.com or follow the team on
LinkedIn: https://www.linkedin.com/company/pci-pal/.
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Kelsey Nass pcipal@sourcecodecomms.com
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