What is an Agent Assisted Payment?

Agent Assisted Payments are a payment processing method that involves a live agent assisting a customer in making a transaction.

Businesses often use this method to offer customers the option to make a payment over the phone or through a chat session with a customer service representative providing assistance as needed.

What are the benefits of using agent assisted payment solutions?

There are several advantages of using Key IVR’s agent-assisted payment solutions over other payment processing options.

One of the primary benefits is that the entire office and remote-working environments can be de-scoped by ensuring the payment data never reaches your systems, thereby reducing the risk of a data breach and creating better customer trust.

Another advantage is that the platform is recommended by international payment gateways and PCI QSAs alike as a PCI-DSS Level 1 Provider and ISO 27001 accredited organisation, ensuring the highest level of data security.

Key IVR offers three options to best suit your organization: Inbound, Warm Transfer, and Outbound, making it ideal for both inbound and outbound call traffic.

Other benefits of Key IVR’s agent-assisted payment solutions include easy-to-use features for both agents and customers, real-time reporting, multiple agent logins, concurrent licensing, and optimised agent experience through a Client Dashboard.

Additionally, it works with all major Payment Service Providers (PSPs) and telephony providers, and there is a range of integration options available to CRM or billing systems.

How does an Agent Assisted Payment solution work?

Key IVR’s Agent Assisted Payment solution works by removing sensitive payment details from the call to reduce the risk of data breaches and improve customer trust. This is achieved by de-scoping the entire office and remote-working environments so that payment data never reaches your systems. during the payment process, both inbound and outbound traffic, are secured, allowing businesses to focus on their core activities.

Here’s how the process works:

• The customer calls the organisation to make a payment.
• The agent initiates the payment process and continues the conversation with the customer on a new, secure line that’s PCI-DSS compliant. This only takes a few seconds.
• The customer enters their payment details using their phone keypad.
• The payment details are suppressed, and the agent can assist the customer if necessary.
• The payment information is passed onto the payment service provider, and the payment is processed.
• The agent can follow the progress of the payment on a dashboard, but they do not see or hear any sensitive cardholder data.

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

How does Key IVR ensure PCI DSS compliance for their agent assisted payment solutions?

Key IVR ensures PCI DSS compliance for their Agent Assisted Payment Solution in several ways.

Firstly, all sensitive payment data is removed from the call, reducing the risk of a data breach and creating better customer trust.

Secondly, Key IVR is a PCI-DSS Level 1 Compliant and ISO 27001 accredited organization, which is recommended by international payment gateways and PCI QSAs alike.

When it comes to processing payments, Key IVR’s Agent Assisted Payment Solutions is designed to ensure that customer payment details are processed in a secure and PCI-compliant manner, reducing the risk of data breaches and protecting sensitive information.

What types of payment methods are supported by Key IVR’s Agent Assisted Payment Solution?

Key IVR’s Agent Assisted Payment Solution supports a variety of payment methods, including credit and debit cards, bank transfers, and direct debit options. This allows customers to choose the payment method that is most convenient for them. The system can also be customised to support additional payment methods as needed.

Can Key IVR’s Agent Assisted Payment Solution integrate with my existing systems?

Yes, Key IVR’s Agent Assisted Payment Solution can integrate with your existing systems. We support integrations with dozens of third parties and can build custom integrations if required.

We offer a range of integration and reporting options, with API & SFTP.

With API integration, you can connect your existing systems to Key IVR’s payment solutions to accept payments without leaving your application. For example, if your agents use a telephony or CCaaS service to manage calls, API pushes can send the necessary information to the agent payment screen via SIP headers. Or we may have an existing integration that displays the payment screen within an iframe for the agent to easily access.

With CRM integration, you can manage your customer data and payments in one place. Webhooks integration allows you to receive real time notifications of payment activity in your application.

Key IVR also offers custom integrated solutions (bespoke) for businesses with more complex requirements.

Is technical support available for Key IVR’s Agent Assisted Payment Solution?

Yes, Key IVR provides technical support for all of our payment solutions. We offer a range of support options, including phone support, email support, and online.

Additionally, we have a team of experienced support staff who can provide assistance with any technical issues or questions that may arise during the implementation or use of our solutions.

How long does it typically take to set up and integrate Key IVR’s Agent Assisted Payment Solution?

The time it takes to set up and integrate our payment solutions can vary depending on several factors such as the complexity of the integration, the number of systems involved, and the specific requirements of the client.

However, Key IVR has a dedicated team of integration specialists who work closely with clients to ensure a smooth and timely integration process. Typically, the setup and integration process can be completed within a few weeks, but this can vary depending on the specific circumstances of the integration. Key IVR strives to provide a flexible and efficient integration process to minimise any disruption to the client’s operations.

What types of businesses and industries can benefit from using Key IVR’s Agent Assisted Payment Solution?

Any business or industry that processes payments can benefit from using Key IVR’s Agent Assisted Payment Solution, particularly those looking to streamline their payment processes, improve payment security, and enhance customer experience, including but not limited to:

• Utilities: to process payments for bills, services, and other charges.
• Financial services (banks, credit unions, and other financial institutions): to process loan payments, credit card payments, and other financial transactions.
• Healthcare: to process payments for medical bills and insurance premiums.
• Retail: to process payments for online orders, in-store purchases, and other transactions.
• Hospitality (hotels, resorts, and other hospitality businesses) to process payments for room reservations, event bookings, and other services.
• Non-profit organisations: Key IVR’s payment solutions can help non-profit organisations process donations and contributions.
• Government agencies: to process payments for fees, taxes, and other charges.

Why is PCI DSS compliance important for agent assisted payments?

PCI DSS compliance is important for agent assisted payments because it helps ensure the security and protection of sensitive payment card information.

When a customer provides card details over the phone without the proper protection in place, the information is vulnerable to theft or misuse.

Payment Card Industry Data Security Standards (PCI DSS) compliance helps ensure that businesses that handle payment card information maintain a secure environment for the processing, storage, and transmission of this data. By implementing PCI DSS compliant solutions for agent assisted payments, Key IVR helps businesses to safeguard them and their customers from the risk of fraud and data breaches.

How can Key IVR’s Agent Assisted Payment Solution help my business become PCI DSS compliant?

For any organisation, becoming PCI compliant on your own can be a very timely and costly venture with a lot of room for error. Key IVR takes all the pressure off, with already established PCI-DSS level 1 compliant payment solutions, we help assess your systems and provide a secure platform to suit your organisation.

This saves time and cost that would otherwise be required to become compliant on your own. With Key IVR’s solutions, you can be confident that your payment processing environment is secure and compliant with the latest PCI DSS standards.

What are the fees?

All of our solutions are tailored to meet your requirements so it would be difficult to give an idea of costs until we’ve understood what you’re looking to achieve.
So the best step forward would be a call with one of our payment specialists. Arrange one here (link to form or Contact Us page).

What are the costs per agent looking for cost effective agent assist solution?

All of our solutions are tailored to meet your specific requirements, however we do offer multiple agent logins and concurrent licensing models.

First we will arrange for a payment specialist to schedule a call to discuss this with you. On your call with our specialist, they’ll discuss what you’re looking to achieve and work with you to suggest a solution that benefits your organisation and processes.