The process looks something like this on the screen. You might be on the phone with an agent ready to make a payment or you might be using an automated payment IVR. You will be asked to verify yourself with your customer reference numbers, any identifiers that you have with that business. That can either be done by the agent or yourself on the automated payment line.
In order to increase the security of this payment type, we have to swap the transaction type to online. This allows the customer to go through the 3D Secure process whilst remaining on the phone. The customers verify themselves with the agent or themselves on the self-service payment IVR, so they will then receive a text or email containing a unique link where all their information they’ve just entered is already prefilled.
They will be asked to put their card details into the payments page and then, the process of 3D Secure will happen where they’ll have to put in their password, or they’ll be sent another text with an authorization code on that. Once the customer has verified their identity, if the details match, their payment will be successful and if the details fail, the payment will fail also.
If you would like to learn more about how to secure your business when taking card payments, contact Key IVR today.
Presented by Abi Richardson – Partner Relationships Manager at Key IVR