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Key IVR Integrates with Serenova’s CxEngage, to Secure Payment Collection Within the Contact Centre


Key IVR provides secure cloud payment solutions to organizations and contact centers across the globe, protecting hundreds of businesses and their customers. Working with Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, we aim to make integrating secure payments into the call center, a simpler and more adaptable process.

Key IVR’s Agent Assisted Payment solution will function within Serenova’s CxEngage platform, enabling Serenova to offer their customers a PCI-DSS compliant service to process payments. By ensuring contact center agents are never exposed to sensitive cardholder data, even the most complex contact centers can use a fully-integrated solution designed to process payments to the highest level of security.

Steve Richardson Frankton, Enterprise Sales Manager at Key IVR, said:

“For many organisations, the contact centre is a central point of interaction with their customers, processing a high proportion of sensitive information every day. Keeping that data secure and away from the risk of a potential breach needs to become a priority, as more and more businesses face damaging repercussions as a result of not having the right measures in place. The integrated solution from Serenova and Key IVR adds an easy-to-use, PCI-DSS compliant payment channel to a market-leading contact centre platform.”

With the rise of data breaches, the evolving complexity of cyber-attacks and the possibility of rogue agents has meant securing your contact center, and the entire organization’s data, has become a crucial business requirement. As the central hub of an organization’s customer interactions and data collection, the contact center is often seen as an area at the highest risk for data security. Mistakes made by contact center agents, or the improper storage of sensitive data can leave it vulnerable to a breach and ultimately, to costly and damaging repercussions on the brand.

John Lynch, CEO at Serenova, said:

“One of the fastest ways for an organisation to lose loyalty to its brand is through a data breach of customer information. By integrating Key IVR’s secure payment capabilities with our cloud contact centre capabilities, organisations can now have the peace of mind that comes with providing the highest level of security to their customers when processing any type of payment. Our integration also empowers agents with the tools necessary to deliver real, tangible benefits to the customer.”

Working together, Key IVR and Serenova aim to steer away from the negative connotations associated with achieving PCI-DSS compliance within the contact center, as it can be seen as a complicated and resource intensive undertaking. This cloud-based solution will make the organization and customer payment journey a much simpler process from implementation to usage.

To find out more about Serenova’s cloud contact center software, visit the CxEngage product page here

About Serenova

Serenova has transformed the customer experience. Over a decade ago, the company realized technology didn’t exist that could deliver immediate, consistent, and exceptional service. So, it created a true cloud contact center solution that could. The result is the ability to unify everything from customer engagement to quality management to analytics. This single source of truth provides global brands insights about customer information and experiences as they pivot between channels such as SMS, voice, or Facebook messenger.

Whether it’s technology, healthcare, or retail, brands from all industries come to Serenova for its global coverage and deep integrations into the business systems used every day. Why is this important? It creates the opportunity to keep pace with customers by quickly scaling up across the enterprise or out geographically. Recognized by analysts such as Gartner, Serenova is committed to building on an 18-year legacy leading the way in cloud-based contact center innovations. Learn more at For live updates, follow @SerenovaShine.

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