Amazon Connect Integration
Key IVR’s Agent Assisted Payment solution now integrates seamlessly with Amazon Connect, delivering a PCI-DSS compliant way to process credit and debit card payments over the phone. This cloud-based setup allows organisations to offer secure, efficient customer service while ensuring agents can remain on the call throughout the payment process.
Agents initiate a payment session by selecting the Take Payment app within Amazon Connect, which opens the Key IVR Agent Assist interface. From here, they can handle transactions as normal, using reference numbers and collecting required details directly from the customer in real time.
During the payment process, cardholder data is never seen, heard, or stored by the agent or any part of the network. DTMF tones are suppressed, and the dashboard only displays partial card numbers, helping maintain strict PCI-DSS compliance without interrupting the customer interaction.
Through its integration with Amazon Connect, Key IVR delivers a seamless customer experience while ensuring agents are never exposed to sensitive payment or cardholder data.
About Amazon Connect
Amazon Connect is an easy-to-use, omnichannel cloud contact center service from AWS that enables organisations to deliver superior, scalable, and cost-effective customer service. It leverages powerful features such as machine learning (ML), interactive voice response (IVR), natural language chatbots, and intelligent call routing to enhance both agent efficiency and customer experience.
You can find out more about Amazon Connect here:
Cloud Contact Center And Customer Service Software – Amazon Connect – AWS
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Related services
Agent Assisted Payments
Payment IVR
Integration type
Contact Centre and Telecoms
Contact Centre Software
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