Key IVR is excited to announce that our trusted Agent Assisted Payment solution is now fully integrated with Amazon Connect, enabling organisations to take secure, PCI DSS-compliant payments directly within the platform.
This new capability allows agents to guide customers through the payment process without ever seeing or hearing sensitive card details, ensuring maximum security while maintaining a smooth, friendly customer experience.
Seamless Integration, Flexible Journeys
The Key IVR Amazon Connect payment integration supports multiple secure payment journeys, allowing organisations to align payment handling with their contact centre workflows.
- Seamless: All calls route via Key IVR before passing back to Amazon Connect. At payment time, agents simply select “Key IVR” from the Amazon Connect Apps menu to securely process transactions without disrupting the call.
- On-Demand: Agents and customers remain connected within Amazon Connect until payment is required. Card details are collected securely with automated prompts or live instructions, and agents never handle sensitive data.
- Outbound: Works just like your existing outbound payment process, now with the added convenience of Amazon Connect integration.
Security & Compliance Built-In
The solution uses DTMF suppression to securely capture cardholder data, ensuring full PCI DSS compliance for payments taken within Amazon Connect. All additional Key IVR payment features, such as tokenisation and recurring payments, are fully supported, along with existing receipt and integration capabilities.
Easy to Access
Agents can launch the Agent Assist payment screen directly from the Amazon Connect interface, a separate browser, or via back-office integrations. This flexibility makes it easy to embed secure payments into existing workflows without disrupting agent productivity or customer conversations.
Why This Matters
This solution is ideal for contact centres in regulated industries such as finance, utilities, healthcare, and public services that rely on Amazon Connect for customer interactions. By eliminating the need for separate payment systems or complex workarounds, organisations can take secure, PCI DSS-compliant payments while preserving the personal, agent-led experience customers expect.
Ready to learn more? Contact our team on +44 (0) 1302 513 000 or email sales@keyivr.com to see how Agent Assisted Payments in Amazon Connect can work for you.
