Agent Assisted Payments

A PCI compliant, DTMF suppressed card payments solution that keeps agents connected to their customers


Our Border IVR solution can integrate fully with your back office system, offering a secure, bespoke, customer-friendly service.

Border IVR - A PCI-DSS Compliant Card Payments Solution

Ensuring PCI compliance throughout your contact centre and business when processing card payments is challenging. It can be virtually impossible to secure every system, from call recording through to agent activity, network security and data backups.

Key IVR have the solution to help de-scope your entire office and network environments by ensuring the payment data never reaches your systems. Our Border platform secures both your inbound and outbound traffic allowing you to focus on what matters most in your business.

Our platform is recommended by international payment gateways and PCI QSAs, delivered by trained, experienced industry professionals. We will work with you and your security specialists to implement a solution that meets your business requirements.

Key IVR’s Border platform for Call Centre Card Payments is an intrinsic part of our payment suite, and is helping call centres reduce their costs of PCI Data Security Standard (PCI-DSS) compliance, even to the point of making a business compliant that would be impossible without the service.

The Border Platform Client Dashboard

The Border Platform Client Dashboard

3 Options to Best Suit Your Organisation


Inbound (Route 1)

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
Inbound (Route 1) Explained

Inbound Explained (Click to Zoom)

Warm Transfer (Route 2) Explained

Warm Transfer Explained (Click to Zoom)


Warm Transfer (Route 2)

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

Outbound (Route 3)

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
Outbound (Route 3) Explained

Outbound Explained (Click to Zoom)


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

Key Benefits

  • DTMF Suppressant Call Centre Payments Platform
  • Level 1 PCI-DSS Compliant v3.2
  • 100% hosted solution, meaning no on-site installation
  • Multiple Agent Logins
  • Concurrent Licencing (no seat licences)
  • Continuous conversation with customer when taking card details
  • Real-time reporting
  • Removes the need to pause call-recordings
  • Optimised agent experience through a Client Dashboard
  • Integration with major Payment Service Providers
  • Well designed API for simple integration
  • Competitive call and transaction rates


Agent Assisted Payments Demo

We’d be happy to show you our Border solution in action with a one-to-one on-screen demonstration from a Border expert.

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

Service Additions


Tokenise a customer's card and they will only have to provide card details once, saving them time on regular payments and purchases. Card details are not stored anywhere outside the issuing card company. All tokens will have 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 and more. If required, a Recurring Plan/CPA (Continuous Payment Authority) can be created by processing £1 that will not be taken on the customer's account. Using a Recurring Payment Plan instead of a Direct Debit allows you to re-take failed payments, restarting the plan and avoids your customers incurring expensive Failed Direct Debit 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.

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.


MS Partner
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.


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

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

Ireland: 8 Clanwilliam Square, Grand Canal Quay, Dublin 2, D02 PF75