Contact Centre solutions
Simplify payment operations by taking payments over the phone, web or SMS with Secure Contact Centre solution
- Highly secure PCI-DSS Level 1
- Easy to use by agents and customers
- Works with all telephony systems
- 100% cloud hosted with no hardware
- Integration options available
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
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
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
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
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
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)
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
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
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
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.
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.
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Why choose
Key IVR
us
We are a customer-service focused organisation and take care to manage and meet our client’s expectations.
- Over 15 years of experience
- Hundreds of happy clients across the globe
- £1.7+ billion processed annually
- Multiple payment services from a sngle platform
- Perfect for many different business types and sectors
- Five-star rated customer service
How Thomas Sanderson improved security for their clients
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
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
- Easy API and SFTP connectivity options
- Reconcile and settle payments quicker
- Secure data transfer between systems
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