ECKOH UK LIMITED

CallGuard Agent Assisted Payments

A PCI Level 1 compliant agent-assisted payment solution that enables your customer to make secure payments across all channels including phone and chat, when speaking with an agent. CallGuard allows for full de-scoping for Card Not Present (CNP) payments allowing our clients to certify for PCI using SAQ-A or SAQ-D

Features

• PCI DSS Level 1 certified provider
• Minimises PCI audit, fully descoping the your environment
• Compatible with 100% PSPs, including multiple providers
• Prevents card data entering the customers contact centre
• Simple low-cost integration options for existing payment processes
• Allows for compliant call recording, existing or Eckoh's
• Agents remain connected to the customer throughout the payment process
• Real-time feedback provided to the agent via Agent Control Panel
• Secure patented technology
• Real-time reporting dashboard

Benefits

• Fraud risk reduction
• Extends payment options to include e-wallets and open banking
• Significantly reduces effort required to complete PCI DSS audit questionnaire
• Allows agents to guide callers through the payment process
• Removes agents, systems, processes and call recordings from PCI scope
• Reduces payment card provider transaction costs
• Best customer experience for PCI compliant payments
• Improved security
• Continuous secure call recording for quality monitoring accuracy
• Secures your agents and operations

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jon.clarke@eckoh.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

588894429619008

Contact

Jon Clarke
01442 458300
jon.clarke@eckoh.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Digital commerce
  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: CallGuard is an extension of an existing payment process, typically using a PSP hosted payment page or in-house payment page for agents to process customer payments.
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Calls must route through Secure Voice Cloud for compliance
  • Buyers must be contracted with a PSP
  • Buyers must provide a MOTO Merchant Identifier

User support

• Email or online ticketing support: Yes
• Support response times: Response times do not change at the weekends. Response times differ on the error severity for example: Critical (24/7 Support) - 1 hour Major - 4 Business Hours Minor - 48 Business Hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: We do not provide a tiered support structure . All support is 24x7x365 and provided as standard within the cost of the service. We provide a technical account manager within the cost of the service
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: New customers will be guided through the onboarding process by a dedicated project manager and/or their operational account manager, depending on the complexity of their requirement.; ; The following documents will be provided as during this process:; ; 1. Getting started: project delivery process, service set-up and testing; 2. Service pre-requisites questionnaire; 3. Integration documentation; 4. Training guides; 5. Ongoing support, SLA, and fault reporting; ; All documentation is available to download from the support section of our website.; ; Services are switched on for go live on a specified date in agreement with the customer.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
• End-of-contract data extraction: We will provide the buyer with an extract of management information collected during the course of the contract.
• End-of-contract process: The Service will be turned down at a date and time agreed with the Customer. Customers will have access to their data up until this point and can download it as required.
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: NA
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Clients' authorised users are provided access to our Secure Enagement Portal, which provides access to real-time reporting and adjunct products.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The product is suported within any modern browser that is supported by the browser vendor. On the agent side this is important as non-supported browsers are not considered to be compliant for PCI. All components of the product set have been tested by Eckoh using automated tooling to ensure they are compliant with the Web Content Accessibility Guidelines (WCAG) 2.0 to level AA. Eckoh uses the Browserstack Accessibility Toolkit for our WCAG 2.1 AA compliance testing. The toolkit comprises the following: • Workflow Analyzer • Assisted Test • Screen Reader Compliance to accessibility standards is managed through the product Management team as part of the product life cycle.
• API: Yes
• What users can and can't do using the API: CallGuard provides a simple RESTful API which allows customers to easily integrate PCI compliant payments into their existing payment processes with minimal change. There are also low code optiuons available for some payment scenarios.; ; All CallGuard functions are available through the API.; ; There are no limitations as to how a customer can use the CallGuard API other than those placed upon them by PCI DSS compliance.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: CallGuard provides for a fully customisable interface allowing clients to change the layout to meet their own needs, add style sheets, language packs and add custom fields with verification to enable their payment processes. ; ; Additonal customisation can be included on request and is typically used be for non-standard API integration for legacy payment processes.

Scaling

• Independence of resources: We manage its platforms and infrastructure using a range of KPI and OPI measurements including average and peak utilization across all components. Trend analyses and sales pipeline are used to ensure that sufficient capacity is maintained for BAU operations and exceptions. Our infrastructure is deployed in a scale up and scale out design allowing for additional capacity to be added without redesign.

Analytics

• Service usage metrics: Yes
• Metrics types: For CallGuard Eckoh provides:; Total calls (Both inbound and outbound which can be split out); Total minutes; Ang. duration; Attempted payments; Successful payments; Failed payments; Amount; Confirmations (email, sms)
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: All transaction and reporting data is available through our Secure Engagement Portal which can be accessed by authorised users. ; ; Additional batch data exports can be provided through sFTP on request.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: We can also support https for data transit over public internet where this is required.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Services run in our Secure Voice Cloud which has has built in resilence, running a replicated configuration across up to 5 in-region AWS instances in an active-active configuration. All services are deployed in all locations as a standard, which allows for graceful failure from one to the other without the need to instigate a specific Disaster Recovery process which can introduce issues and requires regular testing. Calls are distributed at IP level across the locations providing resilience at every level of the Service including failover of inflight calls. ; ; Eckoh provides an SLA of 99.99% availability.
• Approach to resilience: This information is available upon request.
• Outage reporting: Eckoh monitors all events and activity taking place on our platforms for all of our clients. In the unlikely event of an outage, alerts are generated to the Network Operation Centre and and can be emailed to customers or sent to other endpoints. ; ; All activity including alerts is stored in our SIEM (Splunk) to enable forensic analysis and Root Cause Analysis. ; ; Tooling is integrated into the Jira fault management system, autogenerating a fault ticket and sending an email notification to the Network Operations Centre and customers for awareness within 5 minutes of fault or threshold detection. Notification will continue every 15 minutes until resolved. Notifications and incident updates will also be available via the Client Jira portal against the fault ticket reference.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Where required we use secure login, certificates and IP whitelisting to ensure access is restricted. All access is logged and auditable.
• Access restriction testing frequency: Less than once a year
• Management access authentication: Other
• Description of management access authentication: There isn't any management access to this service

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: PCI DSS Level 1, SOC 2 Type 2, Cyber Essentials plus
• Information security policies and processes: Security of information is pivotal to the successful operation of our business. We will protect these information assets and will do this in ways that are appropriate and cost effective. This will enable us to fulfil our responsibilities and to ensure that a high quality service can continue to be delivered to our clients, their customers and our staff. By maintaining this philosophy and practice we will retain our reputation as the leading provider of hosted self-service solutions in the UK. Responsibilities for information security management are shared between the following: • Board of Directors •Group Strategy Board • UK and US Performance Management Group • Security Group • Patching and Vulnerability Group • UK and US Data Protection & Security Working Groups Membership of these groups will be maintained by the Data Protection Officer and a committee structure.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our continued compliance with PCI requires the following: A procedure for maintaining platform hardware assets A procedure for maintaining corporate hardware (PC and laptop) asset information. A procedure for maintaining licensed software asset information. Our Change Management Process is integral to this process. The IT Director is responsible for maintaining the PCI asset register. This covers hardware and software that is in scope for PCI compliance, including in-house developed payment services, and merchant account codes. PCI asset information related to in-house payment services is captured on Request for Change forms.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have a document that defines the standard procedure and timescale for managing security patches within the company. This includes definitions of: • the composition and role of our Patch and Vulnerability Group (PVG) • the role of senior management • the process of identifying identify newly discovered security vulnerabilities • a formal patch management life cycle process. This procedure applies to the management of security patches for our Windows and Linux platforms and to our network devices. Where applicable, the application of patches to our-hosted infrastructure is subject to agreed client change management and approval processes.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Monitoring computer systems and tracking user activity is a critical factor in protecting information security. Without effective monitoring, determining the source of security incidents would prove extremely difficult, and in such circumstances we would not be able to comply with other policies, industry standards or legal requirements. An incident is defined as an unplanned interruption to an IT or client service or reduction in quality of any service. The purpose of this policy is to define our principles and approach to incident management, resolution and longer term remedial action to minimise adverse impacts on business operations.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a well defined policy that covers both network and information security incident management. Network incidents are those that reduce the quality or availability of IT services. Information security incidents are those which pose a threat to our information. Users can report incidents by email or phone. We follow a standard process for managing incidents from identification through impact assessment, reporting, fixing and testing to full resolution and RCA. RCA's are provided to clients via email within 5 working of incident closure.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 4%
• Between £1,000,001 and £2,500,000: 6%
• Between £2,500,001 and £5,000,000: 8%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Tuesday 6 May 2025
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Tuesday 6 May 2025
• What the ISO 9001 doesn’t cover: NA
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Verizon Business Services
• PCI DSS accreditation date: Tuesday 16 September 2025
• What the PCI DSS doesn’t cover: NA
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 3a27ae1a-fe17-437c-8150-eeeee64ec30a
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: De69dc38-c388-4f60-8320-3c30e531db95
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jon.clarke@eckoh.com. Tell them what format you need. It will help if you say what assistive technology you use.