Case Study: Global Touring Reduces ASA by 30% With SequenceShift

Challenges

Global Touring required a cloud contact centre to handle interactions from its three brands while at the same time being able to securely take credit card payments over the phone.

They needed a solution that was not tied to on-premise hardware and trunks. Agents needed to be able to work from anywhere

The global team of agents are now working from home
Handling sensitive customer data
Potentially operating from insecure environments
Amazon Connect solved the cloud contact centre problem but
Still a high level of compliance to remain PCI-DSS compliant

The Solution

Global Touring were looking for a new cloud solution that was intuitive for agents and enabled PCI-DSS compliance. Agents also needed the ability to choose the Merchant ID and the payment currency in a single interface.

Amazon Connect’s Contact Control Panel (CCP) is fully customizable. VoiceFoundry were able to integrate SequenceShift’s Payline into the CCP, as well as provide the agent with controls to select the Merchant ID and currency.

The solution integrated with Global Touring’s bank payment gateway, which meant customers received receipt details immediately.

As a result, Global Touring customers can now input their credit card details on their handheld device without being displayed or heard by the contact centre staff.

It has the added benefit of descoping the contact centre for PCI-DSS compliance audits while providing excellent customer support.

Global Touring partnered with VoiceFoundry, as well as cloud software vendors Amazon Web Services (AWS) and SequenceShift, to implement state-of-the-art contact centre technology – Amazon Connect – integrated with SequenceShift’s PCI-DSS secure credit card payment solution.

Amazon Connect is 100% cloud-based with no hardware required. Connect also comes with carriage, meaning there is no requirement for trunks or gateways on-site. It allows agents to work from anywhere – the office, home, or remotely – with just a computer and internet connection.

This was critical for Global Touring, who had to move office locations two weeks after migrating to Amazon Connect.

The relocation was seamless, with agents simply logging in the next morning at the new location and immediately able to interact with customers.

“The AWS Cognitive CX suite allows us to integrate to applications like SequenceShift in a matter of days. It means smaller contact centres can get the benefit of the Amazon Connect features and be PCI-DSS compliant; in the past this was only achievable for large-scale centres with sizeable budgets,” said Luke McNamara, Country Manager ANZ, VoiceFoundry.