At Key IVR, partnerships are central to how we innovate, scale, and deliver best-in-class payment solutions. Our long-standing collaboration with Enghouse Interactive has been a cornerstone of this success, bringing together advanced contact centre technology and secure payment expertise to transform customer experiences across industries.
Over the years, our partnership has evolved into a seamless integration of technologies, enabling organizations to process payments securely, efficiently, and without compromizing customer experience.
A Partnership Built on Innovation and Trust
Enghouse is globally recognized for its flexible communications and contact centre solutions, designed to connect businesses with their customers through adaptable, digital-first platforms. By combining this capability with Key IVR’s PCI-DSS compliant payment technologies, we’ve created a powerful ecosystem for secure customer interactions.
Our integration with Enghouse’s CxEngage platform allows organizations to take payments without exposing sensitive cardholder data to agents. Through technologies such as DTMF suppression and real-time data suppression, customers can provide payment details securely while remaining on the call, ensuring both compliance and convenience.
This collaboration has enables contact centres to:
- Enhance security and maintain PCI-DSS compliance
- Improve operational efficiency
- Deliver a seamless, uninterrupted customer journey
Together, Key IVR and Enghouse ensure that businesses can confidently process payments while prioritizing both agent and customer experience.
Meeting the Needs of a Leading UK Health & Wellness Retailer
Our partnership was recently demonstrated in a project with a leading UK-based health and wellness retailer experiencing rapid growth and increasing payment volumes.
The Challenge
- The retailer required a secure, scalable telephone payment solution that could:
- Support high volumes of customer payments via their contact centre
- Enable agents to remain on calls while removing exposure to sensitive card data
- Maintain strict PCI-DSS compliance
- Integrate seamlessly with their existing Enghouse contact centre environment
As demand increased, the organisation needed a solution that enhanced both security and efficiency without disrupting the agent-led customer experience.
The Solution
Working in collaboration with Enghouse, Key IVR implemented a secure Agent Assisted Payment solution fully embedded within the retailer’s existing contact centre environment.
This approach enabled agents to stay on the call with customers throughout the payment process, while sensitive card details were securely captured using DTMF masking technology. Payment data was automatically suppressed, ensuring that it was never seen, heard, or stored within the contact centre.
The combined strengths of Key IVR and Enghouse delivered measurable outcomes for the retailer:
- Enhanced customer trust through secure PCI-DSS compliance, and agent-supported payment interactions
- Improved agent efficiency by simplifying the payment process within calls
- Reduced compliance risk, with no sensitive data exposed to the contact centre
- Seamless integration with existing systems, minimising disruption
The agent assisted approach ensured that customers continued to benefit from human interaction, while the retailer strengthened its overall payment security posture.
Driving Long-Term Value Through Partnership
The success of this project highlights the value of a strong technology partnership. By aligning Key IVR’s payment expertise with Enghouse’s contact centre capabilities, we continue to deliver solutions that are secure, scalable, and customer-focused.
As customer expectations evolve and digital transformation accelerates, our partnership remains focused on innovation, helping organizations across retail, healthcare, and beyond deliver frictionless, secure payment experiences.
Looking Ahead
At Key IVR, we are proud of the role our partnership with Enghouse plays in enabling organisations to modernise their payment journeys. Together, we’re committed to driving continuous improvement and setting new standards for secure customer engagement.
If you’d like to learn more about how our partner ecosystem can support your organisation, get in touch with the Key IVR team today.
