CASE STUDY the initial feedback from both customers and agents has been positive .
Yago Casasnovas , Head of Payments , Fraud Prevention and Distribution , Air Europa , tells us more about the collaboration .
Can you tell us about your role and what this looks like day-to-day ?
I am Head of Payments , Fraud Prevention and Distribution for Air Europa and have been working in the payments space for around a decade . I ’ ve been with Air Europa for five years .
While my role originally focused solely on e-commerce payments , it has since evolved to encompass payments across all channels , including those handled at airport offices and within the contact centre .
As well as managing the frontend payment processing systems , part of my role is handling our fraud prevention and payments security . Traditionally , this was done by our treasury team , but was passed to me due to the natural overlap of these areas .
My role also focuses on distribution – mainly helping to define sales strategy for the airline . Within distribution , there is the control of costs , global distribution systems and merchant fees – the final of which is part of my job .
PCI Pal , the global SaaS provider of secure payment solutions for business communications , has implemented PCI Pal Agent Assist into Air Europa ’ s global contact centres .
The airline has future-proofed its payment security and PCI DSS compliance requirements , while also providing a frictionless customer experience by enabling all agents to personally support customers with successfully completing transactions over the phone .
The PCI Pal Agent Assist solution enables Air Europa to securely process credit card information using DTMF-masking technology , which means agents remain in contact with customers throughout the transaction , assisting customers if and when needed , while they input their card details anonymously using their telephone ’ s keypad . This speeds-up transaction timescales , increases payment success rates all while supporting the airline with regulatory compliance such as PCI DSS .
As such , there is no typical day ; I ’ m always working on a variety of projects in collaboration with my team . This includes my direct team of three colleagues – one dedicated to distribution and two others specifically working in payments . I also work with our central IT development team and our operational teams .
Why did Air Europa select PCI Pal to enhance its contact centre payment processes ?
With my expanding responsibility , one of my first tasks was to undertake a review of all our payment handling systems and processes to ensure they are future-proofed from an omnichannel security and compliance perspective .
With all our contact centre staff being able to process sales , a challenge for us was to ensure a consistent , secure payments approach across all territories and channels that didn ’ t impact the customer journey and experience .
PCI Pal ’ s solutions are being used in the airline ’ s contact centres in Spain , South America and Africa and
Having undertaken the review , I felt we would benefit from identifying a solution that would let us record
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