Agent Assisted Payments with Five9

Five9 and Key IVR have partnered to deliver an enhanced Agent Assist experience for customers utilising the Five9 phone system. The integration supports secure payment handling within the Five9 environment, enabling agents to coach customers through the payment journey while maintaining a consistent and error‑free call flow. 

How does it work?

During a live call, Key IVR’s Agent‑Assisted Payments dashboard is available to agents via an iframe within the Five9 interface. With a click of the Five9 button, the agent initiates the payment process by securing the call. This allows them to follow on‑screen prompts and guide the customer through securely inputting their card information.

What are the benefits:

• Allows agents to initiate payments without leaving their work-flow.
• Ensures PCI DSS compliance by capturing sensitive card data securely.
• Enhances customer experience, enabling payments to be completed quickly & securely.
• Reduces operational risk, eliminating the need for agents to handle or hear card details.
• Supports higher payment success rates through real-time agent assistance
• Improves efficiency & productivity by streamlining the payment process within existing operations.