Secure over the phone payments for agents

    A PCI compliant service, keeping your agents in conversation with the customer

    • Higher conversion of call to payment ratio
    • Improved customer experience & brand image
    • Reduces ongoing costs with a consecutive use approach
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    Trusted by many…

    How it works 

    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.

    • Reconcile payments easily with minimal to no change to your current processes
    • Give your customers peace of mind that their information is safe by removing sensitive cardholder data from your organisation
    • It can be used anywhere, whether your agents are at home or in the office, allowing for flexible working environments
    • Caters for wide demographics with 3 data capture methods – secure voice recognition, digital payment link or DTMF-suppressed telephone keypad entry
    Arrange a demo

    See it in action

    Arrange a demo

    Choose your data capture methods…

    There are three ways for a Customer to make a PCI-DSS compliant payment with an Agent over the phone. 

    Your solution can be configured to use a combination of methods… all fully secure to the highest level of PCI-DSS compliance.

    Voice Recognition

    Customers can read out sensitive account and cardholder data (CHD) securely. Agents wont hear these details, and all systems and call recordings stay out of scope. Powered by our AI Automatic Speech Recognition (ASR) engine.

    See how

    Agent Digital

    Customers receive a text and email with a link to input card details securely, with no need to secure the call.
    You can descope your payment collection by 100%, ensuring maximum security for your customers.

    See how

    Keypad Entry (DTMF)

    Customers input sensitive card details into their telephone keypad.

    DTMF tones are masked so you'll have no concerns that the cardholder data can be exposed at the other end.

    See how

    Global legal business seeks security and a 24/7 payments

    DWF wanted to allow customers to make payments against their account, whilst on the phone with an agent.

    How did a Agent Assisted Payments solve their challenge?

    Find out more
    dwf-logo

    Kevin Feehan - Director

    "We’ve been working with Key IVR for over 7 years now, their systems are so reliable we’re very rarely contacted by someone struggling to use the services. The platform is very straightforward and easy to use."

    dwf-logo

    Kevin Feehan - Director

    "We’ve been working with Key IVR for over 7 years now, their systems are so reliable we’re very rarely contacted by someone struggling to use the services. The platform is very straightforward and easy to use."

    How Clothes2order achieved
    PCI compliance and a smoother ordering process

    Clothes2order needed a secure over the phone solution to process custom clothing orders.

    How did Agent Assisted Payments solve their challenge?

    Find out more
    Choose how customers can pay…

    Give flexibility and freedom with a range of payment options

    Debit & Credit Card

    Accept debit or credit card payments – VISA, Mastercard and American Express
    Info

    Pay By Bank​

    More

    PayPal & Digital Wallets

    Accept payments from mobile and digital wallets, including PayPal, Google Pay (G Pay) and Apple Pay
    Info

    Buy Now Pay Later

    Offer flexible payment options to your customers with no financial risk to you. Receive payment in full, minus fees, and let the BNPL provider take care of instalment payments or pay later management.
    Info

    Direct Debit

    More

    3 options to suit you…

    There are three ways for a Customer to make a PCI-DSS compliant payment with an Agent over the phone.

    Your solution can be configured to use a combination of methods, all fully secure to the highest level of PCI-DSS compliance.

    1

    The customer calls the organisation to make a payment.

    2

    The line is already secured when they speak to an agent, so they can begin the payment process once they’re ready​

    3

    The customer can provide debit or credit card details by reading them out, entering via a digital payment link or using their telephone keypad.​

    4

    Sensitive information is never seen or heard by the agent, and they can stay on the call to assist. The details are processed by the payment gateway provider​

    5

    The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data.​

    6

    Once the payment is completed, the agent can move on to the next customer​

    1

    The customer calls the organisation to make a payment.

    2

    The line is already secured when they speak to an agent, so they can begin the payment process once they’re ready​

    3

    The customer can provide debit or credit card details by reading them out, entering via a digital payment link or using their telephone keypad.​

    4

    Sensitive information is never seen or heard by the agent, and they can stay on the call to assist. The details are processed by the payment gateway provider​

    5

    The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data.​

    6

    Once the payment is completed, the agent can move on to the next customer​

    1

    The customer is on the phone with the agent.

    2

    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

    3

    The customer can provide debit or credit card details by reading them out, entering via a digital payment link or using their telephone keypad.

    4

    Sensitive information is never seen or heard by the agent, and they can stay on the call to assist. The details are processed by the payment gateway provider

    5

    The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data.

    6

    Once the payment is completed, the agent can move on to the next customer​

    1

    The customer calls the organisation to make a payment.

    2

    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

    3

    The customer can provide debit or credit card details by reading them out, entering via a digital payment link or using their telephone keypad.

    4

    Sensitive information is never seen or heard by the agent, and they can stay on the call to assist. The details are processed by the payment gateway provider

    5

    The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data.

    6

    Once the payment is completed, the agent can move on to the next customer​

    1

    The agent calls the customer to collect a payment.

    2

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

    3

    The customer can provide debit or credit card details by reading them out, entering via a digital payment link or using their telephone keypad.

    4

    Sensitive information is never seen or heard by the agent, and they can stay on the call to assist. The details are processed by the payment gateway provider

    5

    The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data.

    6

    Once the payment is completed, the agent can move on to the next customer

    1

    The agent calls the customer to collect a payment.

    2

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

    3

    The customer can provide debit or credit card details by reading them out, entering via a digital payment link or using their telephone keypad.

    4

    Sensitive information is never seen or heard by the agent, and they can stay on the call to assist. The details are processed by the payment gateway provider

    5

    The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data.

    6

    Once the payment is completed, the agent can move on to the next customer​
    Arrange a demo

    Track payments & activity on your Client Portal

    • Real time and historical reporting across all your payment services
    • Monitor payment volume, payment status, call volume, call abandonment rate, recurring payment plans, licences and much more
    • Download payment and call log reports
    • Intuitive and easy to use
    • Set user access controls for admins and users with limited control
    client-portal-mockup

    Service additions

    There are a multitude of additions we provide to tailor your Agent Assisted Payment solution.

    Your solution can be configured to suit your business needs, all fully secure to the highest level of PCI-DSS compliance.

    Secure Voice Recognition – Powered by AI

    Capturing non-numerical information from your customers on a telephone keypad is impossible. However, it can be important to capture the details have no numbers or a mix of alphanumerics – such as name, postcode, National Insurance number or car registration.

    Additionally, 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 and information formats, our service can be configured to prompt the customer to speak details out loud, accurately deciphering their answers and progressing to the next step. Our AI technology uses grammar, syntax, structure, and composition of audio and voice signals to understand and process human speech.

    Card details are verified and processed securely. The system will mute the call as sensitive details are spoken, so any call recordings are out-of-scope and you remain PCI-DSS compliant.

    Find out more

    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

    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.

    Find out more

    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.

    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
    Want to know more?

    Submit your details and a payment specialist will be in touch.

    We’d be happy to show you Agent Assisted Payments in action, discuss your requirements and pricing.

    sophie-chan-key-ivr

    Sophie Chan

    Head of Account Management

    Services that work for everyone, including… 
    Debt Recovery
    Housing
    Travel Agents
    Charities

    Services that work for everyone, including…

    Debt Recovery
    Housing
    Travel Agents
    Charities

    We’re improving the payment journey for organisations from a range of sectors

    Contact Centre Teams

    We can help improve security and operational efficiency within your Contact Centre. From protecting sensitive customer details, to reducing agent call volume, we have a range of PCI-DSS Level 1 compliant solutions to fit your organisation
    Find out more

    Debt Collection & Enforcement

    Collection and card processing needs to be fast, reliable and convenient for both debtors and your staff. Whether you take payments on the phone, via an automated IVR, online or in person we can provide a bespoke, PCI-DSS Compliant solution, comprised of payment methods that work seamlessly together

    Find out more

    Utility Suppliers & Providers

    In a highly competitive industry, it’s important to have the leading edge by offering a superior service. Your customers want to be able to choose how they pay for their services – on the phone, via SMS, online or on their Smart Meter
    Find out more

    Travel Agencies & Tour Operators

    Our services can be tailored to meet the specific needs of the travel sector, providing a range of payment methods to suit your individual requirements

    Find out more

    Property Management & Housing Associations

    Managing and maintaining the incoming funds from tenants is a crucial day-to-day process for any housing association, But, keeping track of this can often be tricky, especially when there are many areas to oversee

    Find out more

    Charities & Not for Profit

    Streamlining donation management is essential for any organization aiming to maximize fundraising efforts and make it easy for supporters to contribute. With a dedicated, automated donation phone line or web portal available 24/7, organizations can ensure that supporters can donate at any time.

    Find out more

    Latest news

    April 8, 2025

    Key IVR Expands Services with Direct Debit Payments

    As a leading provider of payment and automation solutions, we’re pleased to introduce the latest expansion of Key
    March 6, 2025

    Recognising Women in the Tech Industry

    Here at Key IVR we have a strong female workforce, dedicated to succeeding in the tech industry and
    March 5, 2025

    Unlocking Collaborative Success: Key IVR and Symity Share Insights on Seamless Integration

    Key IVR recently hosted an engaging webinar featuring Chris Goodwill, Strategic Partner Manager and Solution Specialist from Symity,
    December 10, 2024

    Key IVR Extend their Microsoft Teams Availability via Node4 Integration

    We are thrilled to announce that Key IVR’s Microsoft Teams integration with our Agent Assisted Payment Solution, is