Greg Rowe’s Contact Center Solution Keeps Customer Communications and Payments Flowing With Technology From Talkdesk and PCI Pal
20 Abril 2022 - 8:00AM
Business Wire
Global kitchen tap manufacturer integrates telephony and secure
payment solutions to future-proof communications and ensure ongoing
adherence with payment compliance standards
UK based Greg Rowe Limited, which has designed and manufactured
multi-functional kitchen taps for over 50 years, including the
unique four-in-one QETTLE, has upgraded its contact center and
payment security technology to handle an increase in call and
payment volumes to the company’s customer service team.
The organization selected Talkdesk as its contact center
partner, and PCI Pal to provide an integrated, cloud-based secure
payment solution, PCI Pal Agent Assist. This offers the key
advantage of enabling customer service staff to carry on speaking
to customers throughout a transaction, providing payment support
where necessary.
Following the highly successful QETTLE launch, Greg Rowe’s call
volumes significantly increased. By leveraging Talkdesk CX CloudTM
and PCI Pal Agent Assist, the company can now manage the volume
with ease while ensuring customers’ payment details are handled in
compliance with the PCI DSS. Customers simply enter payment card
information using their telephone keypad, so staff cannot see, hear
or record any of the customer’s payment card details. Crucially, as
an additional component of compliance with the PCI DSS, no
sensitive financial details are stored within Greg Rowe’s
infrastructure.
Greg Rowe’s Digital Services Manager, Alan Shurey, said,
“Removing payment card data from our contact center environment
provides peace of mind as I know payments are being handled
securely and meeting compliance standards. Using PCI Pal Agent
Assist also gives confidence to customers who are increasingly
reluctant to give out their payment card details over the phone.
It’s reassuring to them that we have the processes and technology
in place to protect them.”
Director of Greg Rowe Limited, Alexandra Rowe, said, “The
penalties are exceptionally hard if you fall foul of PCI DSS. Not
only the direct financial penalties but the potential reputational
damage. Using PCI Pal Agent Assist removes the responsibility for
handling payment card data from our people. The fact that we don’t
touch payment card data at all gives us great confidence and
reassurance.”
Robert Gavin, Talkdesk Vice President of Global Alliances and
Technology Partners, adds, “The Greg Rowe brand is well known for
its high product quality and exceptional customer experiences. By
choosing to complement their Talkdesk CX Cloud platform with PCI
Pal Agent Assist, they’re able to combine all of the contact center
capabilities Talkdesk enables with a best-in-class security
application to meet the standards of excellence their customers
have come to expect.”
Greg Rowe’s QETTLE is a unique kitchen tap, which is engineered
to globally granted design patents, dispenses four flows of water
from a single spout – 100°C boiling water, filtered drinking water,
plus normal hot and cold flows. For more information, visit
www.qettle.com.
For more information regarding PCI Pal, visit www.pcipal.com or
follow PCI Pal on Twitter and LinkedIn.
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.
Using patented technology, 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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version on businesswire.com: https://www.businesswire.com/news/home/20220420005407/en/
Jessica Robinson pcipal@sourcecodecomms.com
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