PCI-PAL (PCIP) CMD 2025 summary

Market Opportunity and Positioning

• Addressable market for secure payments in contact centers estimated at $660 million ARR globally, with a serviceable market of GBP 450 million focused on Europe, North America, and ANZ.

• Broader contact center solutions market valued at $25–30 billion, expected to grow to $180 billion over the next eight years due to cloud migration and AI adoption.

• Positioned as a leader in cloud-based secure payments, with 70% of CCaaS market revenue partners and over 700 customers globally.

• High retention rates (GRR 95%, NRR 104%) and strong ARR growth, aiming to reach GBP 50 million in revenues within five years organically.

• North America is the largest and fastest-growing market, with enterprise opportunities significantly larger than in the UK.

Strategic Growth and Financial Guidance

• Three pillars: cloud leadership, channel model (75–80% of business via resellers), and expanding upmarket to larger contact centers.

• Investment phase in FY 2025 with a planned return to profitability by FY 2027; targeting rule of 40 within three years.

• Focus on expanding partner ecosystem, deepening relationships, and increasing enterprise customer base.

• Driving higher NRR (targeting 110%+ in two years) by cross-selling to existing customers and improving operational gearing.

• Accelerating time to revenue through automation, self-service onboarding, and ongoing geographic and product expansion.

Technology and Product Roadmap

• Core products: Click to Pay, Key to Pay (DTMF masking), and Speak to Pay (AI-powered speech recognition), covering all payment interactions in CX environments.

• Platform transformation from secure payments to a secure engagement platform, integrating fraud management, identity verification, and customer authentication.

• New product suite to address broader customer engagement challenges, including fraud screening, secure data collection, and self-service onboarding.

• Analytics and data science embedded across the portfolio to measure product performance and value.

• AI-ready architecture with conversational AI APIs and alignment to new AI frameworks for seamless integration.