Saving Costs and Adding Flexibility
Lesley Roe, Data Protection Officer for The IET championed the DTMF (Dual-Tone Multi-Frequency Signalling) portal for a while. However, when the offices in Hertfordshire were being renovated and contact centre agents were going to work from home, she knew it was an opportunity for The IET to move to a new solution.
Hours saved a month
PCI DDS compliant to level 1
Agents can take payments from anywhere
The IET has over 168,000 engineering and technology professionals in 150 countries providing access to support careers in engineering. They employ 580 staff with over 4,500 volunteers across the world with its Head Office in Hertfordshire and venues and offices in London, Birmingham, China, Hong Kong, India and the USA.
They were aware that the previous PDQ system they had operated to take payments over the phone was not an efficient or practical process for agents. So, as their technology partner we assisted them to move to SIP telephony and a cloud-based PCI compliance solution.
After migrating to SIP telephony, The IET discovered it was easier to manage, will save costs on their telephony and provide them with the flexibility to add on new technology and applications when required.
PCI Compliance in the Cloud
The SIP infrastructure enabled The IET to easily add on a PCI compliance cloud solution that means contact centre agents can remain connected to the customer (their members) whilst entering payment details securely.
When taking payments over the phone via DTMF masking, the unique audible tones cannot be guessed to match the credit card number, therefore keeping the number secure by ensuring it is not exposed. As a result, there are no credit card numbers kept on the network. The solution also enables call recording right across The IET, which they use for training agents.
Increased Efficiencies with 30 Hours Saved a Month
The IET has enabled agents to take payments from anywhere and saved 30 hours a month with the new DTMF portal. The old PDQ system was difficult to manage and transactions were time consuming and cumbersome.
PCI DSS Compliant to Level 1
The IET are now fully PCI compliant to level 1 and can facilitate all payments from anywhere in a secure environment. Using DTMF masking to ensure no card details are exposed to risk or stored on the network.
Reliable and Flexible SIP Portal with NETX2
Our NETX2 SIP portal means The IET have the flexibility to easily manage their telecommunications providing a comprehensive report of all inbound and outbound voice communications, helping to save costs. Also providing them with a robust network that is ready to add on new technology when required.