5-year contract renewal with Capita worth £2.1m
20/04/2022 07:00
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RNS Number : 6635I Eckoh PLC 20 April 2022
RELEASE 20
April 2022
Eckoh plc
("Eckoh" or the "Group")
Eckoh signs 5-year contract renewal with Capita worth £2.1m
Payment security and advanced speech recognition technology increase revenue
collection
Innovative enhancements improve the customer experience, driving increased
satisfaction
Eckoh, the global provider of customer engagement security solutions, is
delighted to announce the renewal of its contract with Capita for a large
public sector organisation. The core purpose of the service provided by Capita
to its client is to maximise the successful collection of payments from the
general public. The new contract is for 5 years and has a minimum value of
£2.1m over the term, which is both longer and higher value than the original
agreement.
Since 2018, Eckoh has been supporting Capita and its client by handling all
inbound calls to the contact centre, securing telephone and automated
payments, and delivering advanced self-service automation to improve the
customer experience and increase the proportion of successfully collected
revenue. The renewal and extension of this contract is testament to Capita's
ongoing confidence in Eckoh's expertise and product solutions and its drive to
continually deliver a better customer experience.
Capita's challenges from the outset have been to reduce customer service
costs, increase the number of successful payments and comply fully with the
Payment Card Industry Data Security Standard ("PCI DSS") without compromising
the quality of customer service.
In response, Eckoh delivered its unique and patented payment technology -
CallGuard - which secures telephone payments made via contact centre agents,
while the EckohPAY solution enables the same security for payments made within
the automated voice solution. Eckoh's advanced natural language self-service
and intelligent call routing delivers accurate speech recognition to enable
calls to be routed to the right place, first time - whether that's an agent or
a self-service facility. These extra options enable the client to offer
self-service for change of address, secure payments, account updates and other
tasks without involving an agent. This reduces customer service costs whilst
offering customers flexibility in how they manage their account.
This simpler and more flexible customer experience has led to a significant
increase in revenue collection and improved customer satisfaction, while
Capita's entire contact centre has now been de-scoped from the rigours and
cost of full PCI DSS compliance.
Nik Philpot, Chief Executive Officer at Eckoh commented: "Capita is a
longstanding and highly valued partner, so we're delighted to be renewing this
significant contract for another 5 years, which follows the 6 year contract
renewal worth £4m we signed with them for the congestion charge in 2020.
Eckoh's comprehensive technology portfolio means we are uniquely placed to
provide a full suite of customer engagement solutions that are underpinned by
market leading security. We can help organisations to meet today's contact
centre security challenges and support them in delivering on their digital
transformation initiatives."
For more information, please contact MediaResponseUK@eckoh.com
(mailto:MediaResponseUK@eckoh.com)
For further information please contact:
Eckoh plc Tel: 01442 458 300
Nik Philpot, Chief Executive Officer
Chrissie Herbert, Chief Financial Officer
www.eckoh.com (http://www.eckoh.com)
FTI Consulting LLP Tel: 020 3727 1017
Ed Bridges / Jamie Ricketts / Tom Blundell
eckoh@fticonsulting.com
Singer Capital Markets (Nomad & Joint Tel: 020 7496 3000
Broker)
Shaun Dobson / Tom Salvesen / Alex Bond / Kailey Aliyar
www.singercm.com (http://www.n1singer.com)
Canaccord Genuity Limited (Joint Tel: 020 7523 8000
Broker)
Simon Bridges / Andrew Potts
www.canaccordgenuity.com (http://www.canaccordgenuity.com)
About Eckoh plc
Eckoh is a global provider of customer engagement security solutions,
supporting an international client base from its offices in the UK and US.
Our secure payments products help our clients take payments securely from
their customers through multiple channels. The products, which include the
patented CallGuard, can be hosted in the Cloud or deployed on the client's
site and remove sensitive personal and payment data from contact centres and
IT environments. They offer merchants a simple and effective way to reduce the
risk of fraud, secure sensitive data and become compliant with the Payment
Card Industry Data Security Standards ("PCI DSS") and wider data security
regulations. Eckoh has been a PCI DSS Level One Accredited Service Provider
since 2010, securing over $5bn in payments annually.
Eckoh's customer contact solutions enable enquiries and transactions to be
performed on whatever device the customer chooses, allowing organisations to
increase efficiency, lower operational costs and provide a true Omnichannel
experience. We also assist organisations in transforming the way that they
engage with their customers by providing support and transition services as
they implement our innovative customer contact solutions.
Our large portfolio of clients come from a broad range of vertical markets and
includes government departments, telecoms providers, retailers, utility
providers and financial services organisations.
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