Contact Centre solutions

Simplify payment operations by taking payments over the phone, web or SMS with Secure Contact Centre solution

contact-centre-solutions

Our accreditations

How it works

Dramatically impact your contact centre performance with the Key IVR solution.

Take PCI-DSS compliant payments, reducing the risk of data breaches.

The advantages of Key IVR payment solution

Reduce the risk of data security, saving your organisation valuable time and money without comprising customer experience.

With a Contact Centre solution from Key IVR, the payment data never reaches your systems.

Enhanced Security with PCI-Compliant Solution

pci-call-recording

For customers reading out sensitive card details on the phone, pause and resume call-recording isn’t enough to be PCI compliant. You still have to rely on your agents to stop the recording, important information from the customer might be missed, and even then your agents are exposed to the card details that could be used for malicious purposes.

Our Contact Centre solution removes the need to read out card numbers completely, customers securely enter information on their phone’s keypad, with DTMF tones suppressed, so no sensitive details reach your system.

Reduce Call Abandonment and Enhance Customer Engagement

agent-in-conversation-with-customer

Some solutions transfer the customer from the agent to an automated IVR so if there are any issues the agent is unable to assist. Our Contact Centre solution improves engagement and reduces abandoned calls by ensuring the agent stays in conversation with the customer throughout the process.

Find out more about our Agent Assisted Payments service.

Data Security with Complete Call Recording Compliance for FCA Regulation

fca-regulation-with-call-recording
By clamping the phone signal at the start and end of the network, the risk of data leakage across all phone networks is removed completely. Some solutions simply mask the numbers reaching your Contact Centre while our service strips out all sensitive information altogether, leaving the audio behind. This allows you to record the entire call and adhere to strict regulations.

Flexible Integration, No Provider Lock-In

flexible-integration

Key IVR’s mission is to deploy solutions that work with the customer’s needs, so we’re not tied to a particular telecoms supplier or partner. We can focus on developing integrations that work best with your existing network and, where possible, without needing to change providers.

Streamlined and Flexible: No Hardware Installation Required

fully-hosted-payment-solution

As a fully hosted solution, there’s no need to install or maintain hardware on site – either in a server room or on the agent’s desk. This allows for unrivaled flexibility and a deployment to suit how your business operates, improving user adoption and reducing the impact on your customers’ experiences.

Concurrent Licencing (no seat licences)

concurrent-licencing

We don’t believe in paying for how many agents or team members you have. You don’t need licences for everyone, only based on how many payments you’re taking at any one time.

Real-time reporting

real-time-reporting

Payment confirmation is updated live on the Agent dashboard after a successful payment has been made. For your reporting and analytics, a Client Portal from Key IVR will show you live and historical activity across your entire service, so you can monitor performance and track payments.

Additionally, with flexible API integration options, you can keep your back-office systems up to date instantly with customer payments, updating orders, and logging activity against their accounts.

Optimised agent experience

optimised-agent-experience

A web browser-based Agent dashboard that’s easy to navigate allows agents to take secure payments in the office, whilst working remotely or between multiple locations as a hybrid working arrangement.

Easy-to-follow steps and helpful prompts will ensure your agent can provide a smooth customer experience whilst taking payments over the phone.

Competitive call and transaction rates

competitive-call-rates

You only pay for the calls that go through our payment services platform. Thanks to three different options for the solution, you can find the one that suits you best. 

In most cases, we’ll work with your existing telephony setup, with little to no additional configuration required for stand-alone services. We don’t require you to use our telephony services, often resulting in much quicker and cheaper deployments.

We’ll also, always, aim to be competitive for payment transaction rates and give you the best costs based on volume and setup.

Trusted by brands just like you

3 Options to best suit your Contact Centre

There are three ways for a customer to make a PCI-DSS compliant payment with our Contact Centre solutions.

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

Route-1-New-voice-regontion_03

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​
Agent-Assisted-Payments-Flows-Inbound-Step-1

1

The customer calls the organisation to make a payment.
Agent-Assisted-Payments-Flows-Inbound-Step-2

2

The line is already secured when they speak to an agent, so they can begin the payment process once they’re ready​
Agent-Assisted-Payments-Flows-Inbound-Step-3.png

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.​
Agent-Assisted-Payments-Flows-Inbound-Step-4

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​
Agent-Assisted-Payments-Flows-Inbound-Step-5

5

The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data.​
Agent-Assisted-Payments-Flows-Inbound-Step-6

6

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

Route-2-New-voice-regontion_03_03

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​
Agent-Assisted-Payments-Flows-Warm-Transfer-Step-1

1

The customer calls the organisation to make a payment.
Agent-Assisted-Payments-Flows-Warm-Transfer-Step-2

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
Agent-Assisted-Payments-Flows-Warm-Transfer-Step-3

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.
Agent-Assisted-Payments-Flows-Warm-Transfer-Step-4

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
Agent-Assisted-Payments-Flows-Warm-Transfer-Step-5

5

The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data.
Agent-Assisted-Payments-Flows-Warm-Transfer-Step-6

6

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

Route-3-Voice-Recognition-30.08.2022_03_03

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
Agent-Assisted-Payments-Flows-Outbound-Step-1

1

The agent calls the customer to collect a payment.
Agent-Assisted-Payments-Flows-Outbound-Step-2

2

The agent is already on a secure line, so the customer can begin the payment process once they’re ready
Agent-Assisted-Payments-Flows-Outbound-Step-3

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.
Agent-Assisted-Payments-Flows-Outbound-Step-4

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
Agent-Assisted-Payments-Flows-Outbound-Step-5

5

The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data.
Agent-Assisted-Payments-Flows-Outbound-Step-6

6

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

Why choose 
Key IVR
us

We are a customer-service focused organisation and take care to manage and meet our client’s expectations.

How Thomas Sanderson improved security for their clients

Contact Centre solution from Key IVR allowed for both Thomas Sanderson and their customers safe transaction of card payments over the phone, achieving the highest level of PCI-DSS compliance.

Graeme McCartney - Operations Director

“Border has been a fantastic addition to our call centre ensuring that no card data enters our environment. As we deal with a wide demographic of customers, using their telephone keypad to pay is something they often haven’t done before. Being able to keep our customer on the phone to help them through the process of completing a card transaction has been a great way to iron out any resistance customers may have.”

Graeme McCartney - Operations Director

“Border has been a fantastic addition to our call centre ensuring that no card data enters our environment. As we deal with a wide demographic of customers, using their telephone keypad to pay is something they often haven’t done before. Being able to keep our customer on the phone to help them through the process of completing a card transaction has been a great way to iron out any resistance customers may have.”

How Thomas Sanderson improved security for their clients

Contact Centre solution from Key IVR allowed for both Thomas Sanderson and their customers safe transaction of card payments over the phone, achieving the highest level of PCI-DSS compliance.

Seamless integration to a variety of providers.

We connect to​ 
telephony services
Gateways
Acquirers
VoIP systems
compliance platforms

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

Request a Contact Centre solutions demo

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

We’d be happy to show you our Contact Centre solution in action, discuss your requirements, and pricing.

Sophie Chan

Head of Account Management