NICE CXone Payment Integration

Key IVR’s Agent Assisted Payments solution works within the NICE CXone Customer Experience Software, allowing agents to take secure over-the-phone credit or debit card payments – all on the same screen.

Agents in the office, contact centre, or at home are never exposed to sensitive cardholder data (CHD), crucial if you’re aiming to become PCI-DSS compliant and meet the highest standard of payment security.

No need to juggle multiple screens or windows, the payment dashboard sits alongside the CXone interface and allows the agent to focus on the customer. Deployment is simple for each user, with a prebuilt script file connecting the services together. Our team can guide you or any 3rd party provider through the configuration process.

Take Card Payments with our Pre-Built Scripts for NICE CXone

When the customer is asked to provide card details, there are options for keypad entry (with Dual Tone Multi Frequency (DTMF) tones suppressed) or secure voice recognition. Your agents and systems, like call recordings or quality monitoring tools, will never hear, see, or store sensitive card data.

Reference details (such as customer or account number) along with the payment amount due can be pushed through API integration. Alternatively, there is the option to enter these manually.

The real-time dashboard only shows partial numbers as the customer enters his/her information. Agents can also stay on the phone with the customer, maintaining exceptional CX.

Key IVR is a long-standing PCI-DSS compliant and ISO27001 accredited organisation, so you can also be assured our platform is keeping any payment details safe. Out of scope from your office and network environment – significantly reducing your organisation’s data risk, building customer trust, and helping you achieve PCI-DSS compliance.