How does DTMF suppression work in the contact centre?
Agent Assisted Payments
We have a product called Agent Assist, which is the last part of our suite of solutions. This is the element that will help you capture probably 15 to 20% of your payments over the phone while the agent is engaged with the client. We found that over the last three to five years, this has become more and more necessary. The journey for the customer, about that section of client that needs to be treated traditionally. But, in the modern times with fraud and card theft, we felt it was vital that we secured that data for that customer, but also that it protected your agents from the risk of hearing card data.
Secure Transfer of Data
We also need to make sure that there is nothing held within your telephony structure, your SIP lines or your own back-office system. We simply protect you by not letting anything get into your contact centre that should be suppressed. We keep the 16 digit card number, we keep the CVC, but because we’re suppressing it rather than masking, that agent is able to verbally guide that customer through, “Put your phone on speaker.” “Please key in your own 16 digit card number.” – Visually I can see on my interface that you’re progressing with that. I can see if you made a mistake, I can talk through and help you do that. Very much interactive, very live and very supported. We find that by doing that, even the people that you think would perhaps struggle are quite easy getting through a payment.
Presented by Mark Kelly – Chief Commercial Officer (CCO) at Key IVR