Dublin, Ireland. 21st June, 2018 – World-class cyber security and compliance solutions provider, Sysnet Global Solutions, today announced its new and improved customer engagement service for the payments industry, Envoy.
Envoy is a white-labelled service that enables acquirers, ISOs, international banks, and payment service providers to deliver bespoke, expert service, advice and guidance to their customers. The flexible, on-demand customer engagement service includes customer support, sales and technical support services that help payment industry organisations meet their business goals. For customer convenience, Envoy operates over favoured platforms: telephone, web-chat, email and SMS.
For those who adopt the superior service, Sysnet will work closely with them to fully understand their requirements and needs of their customers. Each solution is tailored so the customer service team can be integrated effortlessly to provide both inbound and outbound services, handling incoming customer enquiries and providing outbound services to customers to discuss their changing payment needs.
Gerald McGauley, Global Head of Envoy Engagement Services, explains, “With Envoy, we act as an extension of our clients customer contact centre, helping them to achieve their business goals. Whether that’s lifting the burden from customers who may feel overwhelmed by the requirements of new payments standards or simply supporting our client’s latest promotional campaign.”
One client, OpenEdge, the integrated payments division of Global Payments, recorded a hugely positive response from adopting Envoy: from the 8,000 inbound calls and 3,000 outbound calls Sysnet handles for OpenEdge each month, customer satisfaction ratings hit an average of 4.83 out of five.
Sysnet first deployed Envoy to assist OpenEdge with the vast increase in merchant queries resulting from the move away from swipe and sign payments to EMV and the most recent initiative supports the move to more secure versions of Transport Layer Security (TLS) to protect customer data. OpenEdge relies on Sysnet’s Envoy services to ensure their support centres are not overwhelmed by such initiatives.
Erik Frazier, Vice President, Customer Care at OpenEdge, commented, “Booming demand from consumers combined with imminent deadlines for switching to new software protocols, means that we receive more merchant inquiries than ever before.”
“Sysnet has provided us with a long-term solution to help us continue to provide expert support to all of our customers, keeping on top of the changing payments landscape but without jeopardizing the time we devote to our primary services.”
As Sysnet operates in almost 60 countries worldwide and provides support for some of the world’s largest acquirers, it understands the distinct and evolving payments and retail markets around the globe to provide the highest standards of personalised support for merchants.
Read more about how and why OpenEdge implemented Sysnet’s Envoy
Sysnet builds mutually beneficial relationships between its clients and their merchant customers through market-leading software, cyber security services and best-in-class support. For more information about Sysnet Global Solutions, go to https://sysnetgs.com
Established in 1989, Sysnet Global Solutions provides payment card industry, cyber security and compliance solutions that help businesses to improve security and acquiring organisations to reduce risk. Specialising in data security and PCI DSS compliance validation solutions, Sysnet offers a range of services, including its award-winning, proprietary, cyber security and compliance management solution Sysnet.air®, to a wide variety of businesses including acquirers, ISOs, international banks, payment service providers and merchants. Headquartered in Dublin, Ireland, Sysnet has clients in more than 60 countries worldwide.
About Envoy from Sysnet
Envoy is Sysnet’s white-labelled customer engagement service, helping payments organizations to meet their sales, service and technical support goals. It combines best-in-class contact center technologies with intelligent allocation of highly trained, dedicated customer service professionals.
OpenEdge helps businesses succeed by delivering secure and personalized payment solutions. As the integrated payments division of Global Payments, OpenEdge is driving innovation in software applications – adapting, scaling and simplifying how payments are processed.
OpenEdge serves more than 2,000 technology partners across 60 industry verticals throughout the United States and Canada.