SecureCall by BroadSource Has Gone Live at ConnectEast

ConnectEast customers are now able to securely enter their credit card details during a call without the call centre agent seeing or hearing any sensitive information.

August 2, 2024 - SecureCall by BroadSource has officially gone live at ConnectEast, marking a significant advancement in taking secure payments by phone for the operator of EastLink, Melbourne’s main arterial connecting central Melbourne to its Eastern and Southeastern suburbs.

With this implementation, ConnectEast can now take secure payments by phone and satisfy their PCI DSS (Payment Card Industry Data Security Standard) obligations, ensuring a safer and more streamlined transaction process for their customers.

Many of us have experienced being on a call where you have no choice but to read out your credit card details. However, these transactions likely fall outside the compliance standards set by credit card companies. No one feels comfortable sharing their details with a stranger on the other end of the phone and businesses don’t want to take on the responsibility of protecting customer data.

ConnectEast customers are now able to securely enter their credit card details during a call without the call centre agent seeing or hearing any sensitive information. Instead, customers input their credit card details directly into their phones, safeguarding their data. The agent receives confirmation once the details are entered correctly, allowing the payment to be processed automatically.

“It is a business imperative to offer multiple channels for customer interactions, especially when it comes to making payments. Often, customers who contact a call centre have already exhausted online options and seek immediate resolution. SecureCall addresses this need securely, effectively and economically” said Jason Thals, BroadSource Chief Operating Officer.

The successful implementation of SecureCall, enabled ConnectEast to reinstate call recording. The recording software is vital for complying with industry regulations and legal requirements, especially those concerning data protection and privacy.

“With reinstated call recording, we can use new cloud features, including Speech Analytics, which relies on AI and Machine Learning to automatically transcribe and analyse the content of recorded calls. This new technology helps identify trends such as call volume spikes during specific times or days and common customer questions or complaints.” said Bill Advic, EastLink General Manager, Information Technology.

ConnectEast will activate the new AI and Machine Learning capability feature in September 2024.

SecureCall, not just for call centres

SecureCall economically scales to businesses of all sizes that require secure card payments in various settings, including hospitality, office, retail, and local government. This solution makes PCI DSS (Payment Card Industry Data Security Standard) compliance for card payments by phone possible for any sized business, ensuring that all transactions meet the highest security standards.

For more Information

About SecureCall

About PCI DSS v4

For pricing and subscription options, contact sales@broadsource.com.au

BroadSource. We Power Collaboration Clouds.

BroadSource is a global software development and integration company that delivers products to Communications Service Providers (CSPs) worldwide. Their latest innovation, SecureCall, provides CSPs with an untapped opportunity to differentiate their cloud offering. With SecureCall, PCI DSS (Payment Card Industry Data Security Standard) compliance, for card payments by phone, is now possible for any sized business and has become the ‘go-to’ architecture for scalable and economical PCI compliance.

About EastLink

ConnectEast Group Pty Ltd financed, developed, and now operates the EastLink (M3) tollway under a Concession with the State of Victoria until 2043.

EastLink is the largest privately operated freeway network in Victoria with 26 toll point gantries covering 39 kilometres of road network connecting the Eastern, Monash, Frankston, and Peninsula Link freeways in Melbourne’s south-east.