Agent Assisted Payments

A PCI compliant, DTMF suppressed card payments solution that that allows agents to talk to the customer whilst card data is collected

A Secure Way for your Agents to Take Card Payments

Ensuring PCI compliance when processing payments over the phone can be challenging. It can be virtually impossible to secure every system, from call recording through to agent activity, network security and data backups.

De-scope your entire office and remote-working environments by ensuring the payment data never reaches your systems. All sensitive payment details are removed from the call, reducing the risk of a data breach and creating better customer trust. Working with all telephony systems, both inbound and outbound traffic is secured, allowing you to focus on what matters most in your business.

As a PCI-DSS Level 1 Provider and ISO 27001 accredited organisation, our platform is recommended by international payment gateways and PCI QSAs alike.

How to Get Started?

We work with you to deliver a solution that meets your requirements, reduces the cost of achieving PCI Data Security Standard (PCI-DSS) compliance, and provide a seamless customer payment experience.

BOOK A DEMO
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Easy to use Agent Assisted Payments Dashboard

CHOOSE HOW YOUR CUSTOMERS CAN PAY

Card-Payment-Channel

Debit & Credit Card Payments

Credit-cards
Directdebit2

Direct Debit Payments

FIND OUT MORE
Card-Payment-Channel

Debit & Credit Card Payments

Credit-cards
Directdebit2

Direct Debit Payments

FIND OUT MORE

3 Options to Best Suit Your Organisation

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Inbound (Route 1)

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1. The customer calls the organisation to make a payment. When they speak to an agent the line is secured, so they can begin the payment process once they’re ready

2. As the customer enters their card details into their phone keypad, the agent can stay in conversation, assisting them if necessary. The details are masked and passed onto the Payment Service Provider

3. The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive card holder data. Once the payment is completed the agent can move onto the next customer

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1. The customer calls the organisation to make a payment. When they speak to an agent the line is secured, so they can begin the payment process once they’re ready

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2. As the customer enters their card details into their phone keypad, the agent can stay in conversation, assisting them if necessary. The details are masked and passed onto the Payment Service Provider

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3. The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive card holder data. Once the payment is completed the agent can move onto the next customer

Calls entering your organisation will be routed through the Border platform, suppressing the data DTMF to deliver Voice only. This ensures every call is PCI-DSS compliant so agents can process a payment securely and the call can be safely recorded.

All sensitive data is stored off-premise, assisting in de-scoping your entire office environment.

Customers are asked to enter their card details into their handset and the agent's screen will update live with the progress and outcome of the payment.

  • Ideal for inbound and outbound call traffic with a high call / payment ratio
  • Helps de-scope your call recording, PBX and calls
  • No card data reaches your network or seen or heard by the agent
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Warm Transfer (Route 2)

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1. The customer is on the phone with the agent. When the customer is ready to make a payment, the agent can continue the conversation on a new, secure call - all within a few seconds

2. As the customer enters their card details into their phone keypad, the agent can stay in conversation, assisting them if necessary. The details are masked and passed onto the Payment Service Provider

3. The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive card holder data. Once the payment is completed the agent can move onto the next customer

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1. The customer is on the phone with the agent. When the customer is ready to make a payment, the agent can continue the conversation on a new, secure call - all within a few seconds

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2. As the customer enters their card details into their phone keypad, the agent can stay in conversation, assisting them if necessary. The details are masked and passed onto the Payment Service Provider

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3. The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive card holder data. The payment is completed and the agent can move onto the next customer

An agent has access to the secure PCI-DSS compliant Border payment portal on an ad-hoc basis. If a customer wishes to make payment the agent can place the customer on hold, speed dial the payment platform then transfer the customer to the new, secure call, all within a few seconds.

The customer and agent are able to discuss the payment details and complete the transaction. The agent's screen will update live with the progress and outcome of the payment.

  • Ideal for in & outbound call traffic with a low call / payment ratio
  • No card data reaches your network or seen or heard by the agent
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Outbound (Route 3)

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1. The agent calls the customer to collect a payment. The agent is already on a secure line, so the customer can begin the payment process once they’re ready

2. As the customer enters their card details into their phone keypad, the agent can stay in conversation, assisting them if necessary. The details are masked and passed onto the Payment Service Provider

3. The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive card holder data. The payment is completed and the agent can move onto the next customer

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1. The agent calls the customer to collect a payment. The agent is already on a secure line, so the customer can begin the payment process once they’re ready

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2. As the customer enters their card details into their phone keypad, the agent can stay in conversation, assisting them if necessary. The details are masked and passed onto the Payment Service Provider

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3. The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive card holder data. The payment is completed and the agent can move onto the next customer

In Outbound mode the agent can use the secure payment portal when calling the customer to collect a payment. The call will route through the Border platform, suppressing the DTMF data entered by the customer, ensuring PCI-DSS compliance.

Customers can enter their card details into their handset whilst still connected to the agent. The agent's screen will then update live with the progress and outcome of the payment.

  • Ideal for outbound calls with the intention of collecting payment. E.g. Credit control department contacting debtors and chasing payments
  • Used on a per call or per department basis
  • Non-payment calls don't need to be routed through the Border platform

NOT SURE WHAT OPTION IS BEST FOR YOU?

Call us on 01302 513 000 or email sales@keyivr.com and we'd be happy to discuss the options in more detail.

Key Benefits

  • Easy to use by agents and customers
  • Level 1 PCI-DSS Compliant v3.2.1
  • 100% hosted solution, meaning no on-site installation
  • Multiple Agent Logins
  • Concurrent Licencing (no seat licences)
  • Stay in conversation with the customer when taking card details
  • Real-time reporting
  • Removes the need to pause call-recordings
  • Optimised agent experience through a Client Dashboard
  • Works with all major Payment Service Providers and telephony providers
  • Range of integration options available to CRM or billing systems
  • Competitive call and transaction rates

RECOGNIZED BY INTERNATIONAL PAYMENT GATEWAYS & PCI QSAs

Worldpay
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Fiserv
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Barclaycard
Datacash
Opayo
Verifone
Cardstream
Optomany
NMI
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Payzone
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Paysafe-logo
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Agent Assisted Payments Demo

We'd be happy to show you our over-the-phone payments solution in action with a one-to-one demonstration from a Payment Specialist.

Submit your details and we'll be in contact to arrange a demo.

    Service Additions

    DD-Payment-Channel

    Direct Debit Payments

    Add Direct Debit to your payment solution and start securing collections through one of the most trusted channels in the UK.

    Set up, modify and monitor Direct Debits simply and conveniently, avoiding the hassle of chasing a multitude of late payments. Options include: payment plans and one-off transactions to collect variable amounts, subscription payments and fixed fees alike.

    FIND OUT MORE
    Voice-recognition

    Secure Voice Recognition

    Using a telephone keypad to input account information or card details can be challenging for some customers, especially for those with a severe physical disability. To cater for all demographics, your agent can prompt the customer to say their card numbers out loud. Their details can be verified and processed as normal.

    The system will mute the call as these sensitive details are spoken, so your agents and call recordings are out-of-scope and you remain PCI-DSS compliant. It will also detect if the customer needs assistance from the agent during the process.

    Tokenisation

    Tokenise a customer’s card, meaning they will only need to provide card details once, saving them time on regular payments and purchases.

    All payments are secure as card details are not stored anywhere outside the issuing card company, with tokens containing a dedicated reference for every individual customer.

    E.g. Policy number, customer number, customer name, phone number, etc.

    Recurring Payments

    Offer your customers a Recurring Payment Plan with a range of payment frequencies, such as weekly, fortnightly, monthly, etc.

    A Recurring Payment Plan / CPA (Continuous Payment Authority) differs from a Direct Debit as you can re-take failed payments, restarting the plan and avoiding expensive failed payment charges.

    This method is recommended by the FCA, as debt isn’t added onto customers paying off existing debt.

    Optional Integration

    SFTP Integration

    Validate your customer transactions and avoid matching every transaction and investigating human errors.

    You'll have the option to supply customer records or a list of outstanding payments so transactions can be validated as a customer makes a payment.

    FIND OUT MORE

    Bespoke API Integration

    Our solutions are compatible with many different APIs, allowing integration with hundreds of different platforms.

    If necessary, a bespoke API can be developed to work seamlessly with your business systems.

    FIND OUT MORE
    CHAT WITH US
    Call us on
    +44 (0) 1302 513 000
    Email us at
    sales@keyivr.com
    CONTACT US

    LEARN MORE ABOUT PCI COMPLIANCE

    ACCREDITATIONS

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    PCIDSS
    New-ISO-27001
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    cicmCorporatePartner
    keyivrLogoWhite
    Key IVR are a privately owned business offering global automated PCI-DSS compliant payment services. We are a customer-service focused organisation and take care to manage and meet our clients' expectations.

    PCI-DSS COMPLIANT SERVICES

    USEFUL LINKS

    CONTACT INFO

    +44 (0) 1302 513 000

    sales@keyivr.com

    support@keyivr.com

    LOCATIONS

    UK: 8 Durham Lane, West Moor Park, Armthorpe, Doncaster DN3 3FE

    USA: 8th Floor, 100 Church St, New York, NY 10007

    Ireland: 1 Terenure Place, Terenure, Dublin 6W

    Moldova: Mitropolit Dosoftei St 112, Chișinău, Moldova