AvalonBay Boosts Payment Infrastructure with Help from PCI Pal

Real Estate investment trust AvalanBay announced this week that SaaS provider PCI (News - Alert) Pal has been selected to upgrade the company’s contact center payment security and compliance solution.

AvalonBay did extensive research to find reliable solutions that could be retrofitted into the company’s existing infrastructure. The company’s 15 regional offices relied heavily on outdated legacy systems, which required expensive upgrades to keep pace with AvalonBay’s work activities. This became even more apparent during the pandemic, when AvalonBay’s call center representatives were forced to switch to remote conditions.

One specific reason why  PCI Pal’s technology was picked was due to the Agent Assist feature, which allows customer service agents to securely manage customer payments without disrupting customer experiences.

“PCI Pal’s cloud-based Agent Assist payment security solution was selected as it provides a number of benefits; our agents can continue talking to customers while payment information is input and transacted, enhancing our personalized service and customer experience.” said Steve Fabian, Senior Vice President of AvalonBay “It also integrates with our existing unified call management system, CRM and two payment systems, so from a technology standpoint delivers a consistent experience for our agents and no major overhaul of existing systems and processes.”

Along with Agent Assist, PCI Pal’s upgrades allow AvalonBay agents to handle these customer interactions securely from the comfort of home. Remote conditions can often compromise security for employees and customers due to limited security resources at home, which has become a major issue over the last year.

Fabian added, “While we were setting agents up to be able to work from home, one thing we couldn’t have foreseen was COVID-19. Agent Assist has enabled our agents to work seamlessly from home. The fact that we’ve been able to continue from home proves that Agent Assist is a powerful product – and we’ve completed roll-out amid the pandemic and received awesome service throughout the process.”

Edited by Maurice Nagle