Last checked at 15 Feb 2016 07:00
For Immediate Release 15 February 2016
Eckoh PLC
("Eckoh")
Eckoh and West collaborate on new 4-year Global Contract with Existing Customer
Eckoh plc (AIM: ECK), the global provider of secure payment products and customer contact solutions, today announces that it has signed a new four-year, multi-million pound global procurement contract with an existing Eckoh client, a leading global financial services company.
Under the terms of the new contract, which extends the scope and duration of Eckoh's existing client relationship, Eckoh and West Corporation ("West") have been selected following a tender process as the client's global partners, working together to deliver the customer self-service provision.
The collaboration represents a further strengthening of Eckoh's relationship with West, with Eckoh and West together providing hosted VoiceXML telephony services for handling customer self-service enquiries on a global basis including the US market. Eckoh has worked with the client since 2008, hosting a range of automated services across all major European countries and other global territories. The new contract term begins immediately and will run for an initial four years with an option to extend for an additional two years.
Customers will be able to access the client's services by calling local telephone numbers in their country of origin. Their calls are then routed to the hosted platforms in either the US or UK, where they can select from a range of self-service customer care applications. If required, calls can then be onward routed to contact centres anywhere around the globe.
It is anticipated that new multi-channel, self-service provision such as live agent video and web chat will be delivered over the course of the contract; as well as new territories in line with customer expansion. In addition, services will be enhanced to incorporate more natural language based speech recognition.
Nik Philpot, Chief Executive Officer of Eckoh, commented:
"This new multi-year contract strengthens our global relationship with one of our most significant clients, extending the duration and scope of our service provision. Furthermore it demonstrates how we can work together with our partner West to deliver the global customer service requirements of major customers through an attractive blend of customer service heritage, technology innovation and 100% platform resilience in supporting telephony services on a global basis."
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For more information, please contact:
Eckoh plc Tel: 01442 458 300
Nik Philpot, Chief Executive Officer
Adam Moloney, Group Finance Director
www.eckoh.com
Buchanan
Sophie McNulty, Gabriella Clinkard, Steph Watson Tel: 020 7466 5000
N+1 Singer
Shaun Dobson, Lauren Kettle Tel: 020 7496 3000
About Eckoh plc
Eckoh is a global provider of secure payment products and customer contact solutions, working with organisations in over 10 countries around the world.
Our range of secure payment products removes customer card data from contact centres and IT environments. They are designed to help merchants reduce the risk of fraud and become compliant with the Payment Card Industry Data Security Standards (PCI DSS). Eckoh's CallGuard product can be deployed on the customer's site or hosted in the Cloud. It allows contact centres to take card payments from customers without their agents seeing, hearing or accessing card data in any way. We have been a PCI DSS Level One accredited Service Provider since 2010 and we currently process over $1 billion in card payments annually.
Eckoh's customer service solutions enable payments, transactions and enquiries to be processed without the caller needing to talk to a contact centre agent. This significantly reduces our clients' costs, whilst freeing up their agents to deal with more complex enquiries. These solutions are delivered over the phone, web and mobile devices. Eckoh is the largest provider of such hosted services in the UK.
For more information, visit: www.eckoh.com