Key IVR and Transaction Services (TRX) are excited to announce an enhanced automated payment IVR service, seamlessly combining TRX’s robust card processing and Key IVR’s market-leading IVR technology.
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Key IVR continues to innovate and investigate new technological breakthroughs. Artificial intelligence (AI) technology is an exciting area we’ve been developing, with great success and have now embedded into our solutions.
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Key IVR have launched a new digital method of agent driven payments, which allows users to receive a secure web link via text message or email to complete a payment, without compromising the security or flow of a call.
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Key IVR assisted a major Rent-to-Own Retailer with a multi-channelled payment solution to allow customers to ‘self-serve’ and reduce the influx of ‘payment-only’ calls that were coming into their contact centre.
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Click Energy wanted to empower their utility customers and allow them to purchase the top-up codes over the phone, using a credit or debit card. They wanted it to be quick, convenient and secure.
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At Key IVR, we’re dedicated to helping our customers capitalize on this, ensuring they’re utilizing all the features available in the latest payment technology.
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Key IVR provided two different over-the-phone payment options that met their requirements perfectly and meant customers could pay for their products safely and conveniently.
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At Key IVR we’re aware that only 5% of consumers feel secure when paying over the phone. To combat this statistic, we’ve designed a payment solution that converts any keypad tones into a single flat tone, removing the ability for them to be decrypted during the payment process.
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Clothes2order needed a secure over-the-phone solution that would allow them to process orders from companies making purchases for custom or branded clothing.
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Key IVR are pleased to announce a new partnership with Cavendish Communications, an independent telecommunications provider to businesses in the UK. Working together, both parties intend to broaden their client base by offering secure payments across a variety of sectors.
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After taking advice from their Banking Merchant around how they could reduce or remove the potential breach of customer’s card data, they were referred into Key IVR to discuss the different options.
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Working remotely or working from home (WFH) doesn’t mean your business revenue is at risk. Additionally, you don’t have to comprise security and put your customers’ sensitive payment details or your organisation’s reputation on the line.
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Dermalogica wanted to further improve the security for their business clients and needed a way of ensuring data was stored and processed securely.
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“We are absolutely delighted to be working with Key IVR and look forward to the future. We have been working in the customer experience space for over 10 years now and have experience working with the likes of Tesco, Virgin Trains, MBNA, Spire Healthcare, Premier League Football Clubs, Marks and Spencers and many more major brands in the UK. We have seen some fantastic results over the years with all our clients, these results indicate that if you invest in customer experience you will reduce the number of customer service issues you have and increase sales & loyalty with your customers. Why not find out for yourself how we can help you reach the next level.”Customer Touch Point offer a free customer journey review for all potential clients, using their unique 200 point audit system, focussing on 6 key areas: Language, Structure, Quality, Brand, Voice (Design for digital journeys) and Experience, they are able to quickly identify any engagement gaps in the journey. By applying their unique ‘Engage to Influence’ methodology they can give very specific advice on what is working well and what areas can be improved upon. The overall aim for your journeys is to create a ‘win win’ situation between you and your clients. Below you’ll see an example of how this is done:
“We’re very happy to be working with such an influential business, forming a partnership that combined, can benefit an abundance of organisations who may be suffering from a lack of engagement with their customers. Our approaches are very similar, we both appreciate that one size doesn’t fit all and strive to improve the overall customer experience with solutions that deliver real, tangible benefits. We’re looking forward to the positive contributions the partnership will bring, presenting the market with an offering that will give both parties a competitive edge.”If you’d like to find out more about Customer Touch Point then visit their website here: http://customertouchpoint.co.uk
Organisations that accept card payments over the phone are recording calls for training and monitoring purposes, an obligation the Financial Conduct Authority (FCA) put in place to prevent, detect and deter market abuse. This becomes difficult for those wanting to achieve the Payment Card Industry Data Security Standard (PCI-DSS) which states that no sensitive card data can be recorded.
“But, I’m already PCI compliant, I use pause and resume call recording so my customers’ card details aren’t stored anywhere”
Many organisations believe “pause and resume” or “stop/start” call recording technology is a solution. The agent pauses the call recording at the point where the customer reads out their card details and resumes the recording afterward. The end result is a recording with the payment portion and sensitive information removed.
The PCI-DSS guidelines stipulate that sensitive card data is removed from call recordings automatically, without the need for an agent or other members of staff to intervene.
If an agent is able to pause the recording, it allows them to say something to the customer off-record. This isn’t compliant and can cause serious customer service issues. Additionally, the agent could forget to pause the recording before taking payment, putting the particular customer at risk and defeating the point of having a solution in place.
Even with call recording paused, agents can still hear sensitive card details. They could potentially write them down and use or share them for malicious purposes, or simply leave them exposed on their desk for others to see.
Similarly to agents speaking off-record, a customer can mention something important that isn’t captured in a call recording for future use. Especially relevant if the transaction has just taken place and the agent forgets to resume recording.
In order to follow the FCA rules related to call recording, the audio files would need to be maintained and monitored regularly to ensure it is only the sensitive card data that agents are excluding from the call. A timely and costly process for any organisation.
With an Agent Assisted Payments Solution from Key IVR, the customer still uses their keypad to enter payment details but Twin Clamp Technology DMTF suppression is applied to the keypad presses, ensuring no sensitive information enters the Contact Centre payment system and isn’t present on the call-recording, allowing them to record the entire call.
It’s still easy for a customer to make a payment when on the phone with an agent. At the point of taking payment an agent simply asks a customer to enter their card details onto their phone keypad, the agent stays on the phone to communicate to the customer and assist them with the payment process via a live webpage. Improving customer experience and increasing payment conversion without the need to rely on an agent to pause the call, removing the risk of human error.
Talk to Key IVR and let us help you reduce serious security risks within your Contact Centre with our PCI-DSS compliant solutions. We work in partnership and integrate with a wide range of payment providers and suppliers with the aim to design a solution that meets your individual business requirements.
Alternatively, please contact us on +1 888 765 3109 or email sales@keyivr.com to discuss your requirements.
Key IVR are pleased to announce a new partnership with Marie Curie, the UK’s leading charity for people living with any terminal illness and their families. The charity helps people make the most of the time they have together by delivering expert hands-on care, emotional support, research and guidance.
Key IVR will work with Marie Curie to ensure credit and debit card donations made over the phone are processed securely, thanks to a new Agent Assisted Payments Service. The DTMF suppressed payments solution will channel contact centre calls through a robust PCI-DSS Level 1 version 4.0 compliant platform.
Sophie Chan, Key IVR Account Manager said:
“Marie Curie has a long history of being an invaluable source of support for many people, and their trust in our service is a testament to Key IVR being an industry leader that continues to set the benchmark for secure and intelligent payment systems.”
Marie Curie will benefit from the secure payments platform, taking donations on the phone from their supporters in a convenient and compliant manner. The staff accepting the payments will be able to stay in full conversation with the supporter throughout the donation to ensure payment is successful and to thank the caller for their generous donation.
As the card details are entered via the phone keypad, the service hides the sensitive information on the staff member’s screen and as there are no card details spoken out loud calls can be recorded with minimum security risk. To ensure a smooth transition to the new system, Key IVR Account Managers will be delivering on-site training and face-to-face consultation with all staff.
Key IVR looks forward to working closely with Marie Curie and supporting them in the tireless work they do in providing excellent care to those in need.
Find out more about Marie Curie.
Find out more about Agent Assisted Payments.
