Air Europa chooses PCI Pal to enhance Contact Center payment processes
01 Noviembre 2022 - 07:00AM
Business Wire
PCI Pal® (LON: PCIP), the global SaaS provider of secure payment
solutions for business communications, implemented PCI Pal Agent
Assist into Air Europa’s global contact centers. The airline
future-proofed its payment security and PCI DSS compliance
requirements, while also providing a frictionless customer
experience by enabling agents to personally support customers with
successfully completing transactions over the phone.
The PCI Pal Agent Assist solution enables Air Europa to securely
process credit card information using DTMF-masking technology,
which means agents remain in contact with customers throughout the
transaction, assisting customers if and when needed, while they
input their card details anonymously using their telephone’s
keypad. This speeds-up transaction timescales, increases payment
success rates all while supporting the airline with regulatory
compliance such as PCI DSS.
Yago Casasnovas, Head of Payments, Fraud Prevention and
Distribution at Air Europa, said: “Having undertaken a review of
our payment handling processes, I felt we would benefit from a
solution that would let us record every conversation for training
and quality assurance purposes, yet would keep us out of scope of
the requirements of PCI DSS. Having seen a demonstration of PCI
Pal’s payment solutions, they ticked all of the boxes of
maintaining customer contact, yet with the necessary security and
compliance requirements.”
PCI Pal’s solutions are being used in the airline’s contact
centers in Spain, South America and Africa and initial feedback
from both customers and agents has been positive:
Concludes Casasnovas: “Working with PCI Pal enables us to stay
in control of the overall customer experience. There is no
comparison between Agent Assist and an automated ‘payment line’
solution: the customer receives a positive experience and Air
Europa has greater certainty on payments and security. This upgrade
demonstrates that we look ahead at innovation and always with the
customer experience at the heart of everything we do.”
For more information regarding PCI Pal, visit www.pcipal.com,
call +44 207 030 3770 to arrange a demonstration or follow PCI Pal
on LinkedIn: https://www.linkedin.com/company/pci-pal/.
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 centre.
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
organisation 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/.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20221101005133/en/
Editor’s Contact: Ali Karp, SoureCode Communications
860.965.9009 // pcipal@sourcecodecomms.com
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