Mark Plihcik, PMP®

US sticks and bricks/online retailer of office supplies required a multi-channel solution to fully descope their contact center agents and data centers for PCI. Implementing cloud-based solution that will descope the customer for all voice and chat payments made via CSR located in multiple countries globally.

A western state agency required a solution to descope their contact center agents and telephony platform for PCI. Implemented cloud based solution to support dozens of on-prem and work-from-home CSRs accepting customer payments for their roadway tolls.

A major Business Process Outsourcer (BPO) to the insurance industry required an on-prem solution for two data centers and three contact centers where customer payments were collected via the voice channel. Gathered front end requirements; managed procurement, config, installation and turn up of servers, firewalls, and other network equipment at each data center; coordinated training and go-live activities for all customer facing agents.

Major whole club retailer needed to descope their two contact/data centers for PCI. The centers receive thousands of calls per week from members purchasing items or booking vacations. The on-prem solution included 25 servers and associated firewalls, switches, and power failure devices. Hosted software in the Eckoh data centers provided the descoping solution when integrated with the customer's telephony hardware/soft phones. This was delivered during the Covid-19 pandemic and significantly… Show more

Major whole club retailer needed to descope their two contact/data centers for PCI. The centers receive thousands of calls per week from members purchasing items or booking vacations. The on-prem solution included 25 servers and associated firewalls, switches, and power failure devices. Hosted software in the Eckoh data centers provided the descoping solution when integrated with the customer's telephony hardware/soft phones. This was delivered during the Covid-19 pandemic and significantly hampered by supply chain disruptions and quarantine reqirements. Show less

Oversee and manage delivery of on-prem hardware/software solution to descope this retailer from PCI responsibility across two data centers and multiple contact centers. Installation of a dozen servers and multiple redundant pairs of Session Border Controllers (SBC) and associated firewalls and network equipment. Gather requirements, produce documentation for customer sign off, manage development and QA teams, support and coordinate Customer Acceptance Testing. Manage Go-Live and cutover… Show more

Oversee and manage delivery of on-prem hardware/software solution to descope this retailer from PCI responsibility across two data centers and multiple contact centers. Installation of a dozen servers and multiple redundant pairs of Session Border Controllers (SBC) and associated firewalls and network equipment. Gather requirements, produce documentation for customer sign off, manage development and QA teams, support and coordinate Customer Acceptance Testing. Manage Go-Live and cutover activities to support more than 1,000 customer service agents. Show less

Manage deployment and CRM integration for Fortune 50 global telecomm provider for 25,000+ contact center agents across television, mobile, wireline, internet and media spaces.

Descope customer for secure payments PCI compliance across 2 major data centers and 70+ contact centers globally. Deploy more than 100 servers and several SBC pairs at multiple production and lab locations. Gather requirements and manage product development and software development and delivery teams to integrate wholly new functionality and features. Manage one night flash go live for 1,700 customer service agents.

Povide Secure Payments PCI Descoping solution for three data centers and up to 18,000 concurrent calls. Descoped customer for PCI compliance related to credit card data entering contact center