Agent Assisted Payments

A PCI compliant service for over the phone payments, keeping your agent in conversation with the customer

A Secure Way for your Agents to Take Card Payments

Ensuring PCI compliance when processing payments over the phone can be challenging. It can be virtually impossible to secure every system, from call recording through to agent activity, network security and data backups.

De-scope your entire office and remote-working environments by ensuring the payment data never reaches your systems. All sensitive payment details are removed from the call, reducing the risk of a data breach and creating better customer trust. Working with all telephony systems, both inbound and outbound traffic is secured, allowing you to focus on what matters most in your business.

As a PCI-DSS Level 1 Provider and ISO 27001 accredited organisation, our platform is recommended by international payment gateways and PCI QSAs alike.

3 Options to Best Suit Your Organization

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Inbound (Route 1)

Route-1—New-voice-regontion_03

1. The customer calls the organization to make a payment. The line is already secured when they speak to an agent, so they can begin the payment process once they’re ready

2. The customer can read out their card details or use their telephone keypad. Sensitive information is never seen or heard by the agent, and they can stay on the call to assist. The details are processed by the payment gateway provider

3. The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data. Once the payment is completed, the agent can move on to the next customer

Calls entering your organisation will be routed through our payment platform.

The customer can use voice recognition or their telephone keypad to provide cardholder data (CHD). With voice recognition, the customer can read out their sensitive payment information without the agent hearing, all powered by our Automated Speech Recognition (ASR) engine. For telephone keypad entry, the customer is prompted to securely enter their card details, such as long card number, expiry date and CVC. Any DTMF tones are suppressed. This ensures every call is PCI-DSS compliant, so agents can process payments securely and the call can be safely recorded.

The agent's screen will update live with sensitive information redacted. This allows them to safely monitor progress without any data risk, and assist with any questions or card difficulties the customer may have.

  • Ideal for inbound and outbound call traffic with a high call / payment ratio (where most calls will result in payment)
  • Helps de-scope your call recording and PBX / telephony systems
  • No sensitive cardholder data (CHD) reaches your network and it’s completely hidden from the agent
Border-Route-1-Mobile-1NEW2

1. The customer calls the organization to make a payment. The line is already secured when they speak to an agent, so they can begin the payment process once they’re ready

Route-1-Mobile-Device-New-voice-regontion_03_05

2. The customer can read out their card details or use their telephone keypad. Sensitive information is never seen or heard by the agent, and they can stay on the call to assist. The details are processed by the payment gateway provider

Border-and-Payment-IVR-Routes-NEW3!

3. The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data. Once the payment is completed, the agent can move on to the next customer

Calls entering your organisation will be routed through our payment platform.

The customer can use voice recognition or their telephone keypad to provide cardholder data (CHD). With voice recognition, the customer can read out their sensitive payment information without the agent hearing, all powered by our Automated Speech Recognition (ASR) engine. For telephone keypad entry, the customer is prompted to securely enter their card details, such as long card number, expiry date and CVC. Any DTMF tones are suppressed. This ensures every call is PCI-DSS compliant, so agents can process payments securely and the call can be safely recorded.

The agent's screen will update live with sensitive information redacted. This allows them to safely monitor progress without any data risk, and assist with any questions or card difficulties the customer may have.

  • Ideal for inbound and outbound call traffic with a high call / payment ratio (where most calls will result in payment)
  • Helps de-scope your call recording and PBX / telephony systems
  • No sensitive cardholder data (CHD) reaches your network and it’s completely hidden from the agent
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Warm Transfer (Route 2)

How ASR Works for Agent Assisted Payments

1. The customer is on the phone with the agent. When the customer is ready to make a payment, the agent can continue the conversation on a new, secure call - all within a few seconds

2. The customer can read out their card details or use their telephone keypad. Sensitive information is never seen or heard by the agent, and they can stay on the call to assist. The details are processed by the payment gateway provider

3. The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data. Once the payment is completed, the agent can move on to the next customer

Agents have access to the secure PCI-DSS compliant service on an ad-hoc basis. When the customer wants to make a payment, the agent can place the customer on hold, speed dial the payment platform then transfer the customer to the new, secure call - all within a few seconds.

The customer can use voice recognition or their telephone keypad to provide cardholder data (CHD). With voice recognition, the customer can read out their sensitive payment information without the agent hearing, all powered by our Automated Speech Recognition (ASR) engine. For telephone keypad entry, the customer is prompted to securely enter their card details, such as long card number, expiry date and CVC. Any DTMF tones are suppressed.

The agent's screen will update live with sensitive information redacted. This allows them to safely monitor progress without any data risk and assist with any questions or card difficulties the customer may have.

  • Ideal for inbound & outbound call traffic with a low call / payment ratio (where not all calls will result in a payment)
  • Our most popular option for contact centres with office-based or home-working agents
  • Flexibility to secure the call when the customer is ready to make a payment
  • No sensitive cardholder data (CHD) reaches your network and it’s completely hidden from the agent
Border-Route-2-Mobile-1

1. The customer is on the phone with the agent. When the customer is ready to make a payment, the agent can continue the conversation on a new, secure call - all within a few seconds

Route-2-Mobile-Device-New-voice-regontion_03_03_05

2. The customer can read out their card details or use their telephone keypad. Sensitive information is never seen or heard by the agent, and they can stay on the call to assist. The details are processed by the payment gateway provider

Border-Route-2-Mobile-3

3. The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data. Once the payment is completed, the agent can move on to the next customer

Agents have access to the secure PCI-DSS compliant service on an ad-hoc basis. When the customer wants to make a payment, the agent can place the customer on hold, speed dial the payment platform then transfer the customer to the new, secure call - all within a few seconds.

The customer can use voice recognition or their telephone keypad to provide cardholder data (CHD). With voice recognition, the customer can read out their sensitive payment information without the agent hearing, all powered by our Automated Speech Recognition (ASR) engine. For telephone keypad entry, the customer is prompted to securely enter their card details, such as long card number, expiry date and CVC. Any DTMF tones are suppressed.

The agent's screen will update live with sensitive information redacted. This allows them to safely monitor progress without any data risk and assist with any questions or card difficulties the customer may have.

  • Ideal for inbound & outbound call traffic with a low call / payment ratio (where not all calls will result in a payment)
  • Our most popular option for contact centres with office-based or home-working agents
  • Flexibility to secure the call when the customer is ready to make a payment
  • No sensitive cardholder data (CHD) reaches your network and it’s completely hidden from the agent
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Outbound (Route 3)

Route-3–Voice-Recognition-30.08.2022_03_03

1. The agent calls the customer to collect a payment. The agent is already on a secure line, so the customer can begin the payment process once they’re ready

2. The customer can read out their card details or use their telephone keypad. Sensitive information is never seen or heard by the agent, and they can stay on the call to assist. The details are processed by the payment gateway provider

3. The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data. Once the payment is completed, the agent can move on to the next customer

In Outbound mode the agent can use the secure payment platform when calling the customer to collect a payment.

The customer can use voice recognition or their telephone keypad to provide cardholder data (CHD). With voice recognition, the customer can read out their sensitive payment information without the agent hearing, all powered by our Automated Speech Recognition (ASR) engine. For telephone keypad entry, the customer is prompted to securely enter their card details, such as long card number, expiry date and CVC. Any DTMF tones are suppressed. This ensures every call is PCI-DSS compliant, so agents can process payments securely and the call can be safely recorded.

The agent's screen will update live with sensitive information redacted. This allows them to safely monitor progress without any data risk, and assist with any questions or card difficulties the customer may have.

  • Ideal for outbound calls with the intention of collecting payment.
    E.g. A credit control department contacting debtors and chasing payments
  • Used on a per call, or per department basis
  • Outgoing calls that won't result in payment don't need to use the platform (as they're not subject to PCI compliance)
Border-Route-3-Mobile-1

1. The agent calls the customer to collect a payment. The agent is already on a secure line, so the customer can begin the payment process once they’re ready

Route-3-Mobile-Device-Voice-Recognition-30.08.2022_03_03

2. The customer can read out their card details or use their telephone keypad. Sensitive information is never seen or heard by the agent, and they can stay on the call to assist. The details are processed by the payment gateway provider

Border-Route-3-Mobile-3

3. The agent can follow the customer’s progress on a dashboard, they do not see or hear any sensitive cardholder data. Once the payment is completed, the agent can move on to the next customer

In Outbound mode the agent can use the secure payment platform when calling the customer to collect a payment.

The customer can use voice recognition or their telephone keypad to provide cardholder data (CHD). With voice recognition, the customer can read out their sensitive payment information without the agent hearing, all powered by our Automated Speech Recognition (ASR) engine. For telephone keypad entry, the customer is prompted to securely enter their card details, such as long card number, expiry date and CVC. Any DTMF tones are suppressed. This ensures every call is PCI-DSS compliant, so agents can process payments securely and the call can be safely recorded.

The agent's screen will update live with sensitive information redacted. This allows them to safely monitor progress without any data risk, and assist with any questions or card difficulties the customer may have.

  • Ideal for outbound calls with the intention of collecting payment.
    E.g. A credit control department contacting debtors and chasing payments
  • Used on a per call, or per department basis
  • Outgoing calls that won't result in payment don't need to use the platform (as they're not subject to PCI compliance)

NOT SURE WHAT OPTION IS BEST FOR YOU?

Call us on +1 (929) 230 1185 or email sales@keyivr.com and we'd be happy to discuss the options in more detail.

Key Benefits

  • Easy to use by agents and customers
  • Level 1 PCI-DSS Compliant v4.0
  • Cardholder Data (CHD) provided securely by DTMF suppressed keypad entry or voice recognition
  • Stay in conversation with the customer when taking card details
  • 100% hosted solution, meaning no on-site installation
  • Multiple Agent Logins
  • Concurrent Licencing (no seat licences)
  • Real-time reporting via Client Dashboard
  • Removes the need to pause call-recordings
  • Optimised agent experience through a Client Dashboard
  • Works with all major Payment Service Providers and telephony providers
  • Range of integration options available to CRM or billing systems
  • Competitive call and transaction rates

RECOGNIZED BY INTERNATIONAL PAYMENT GATEWAYS & PCI QSAs

Agent Assisted Payments Demo

We'd be happy to show you our over the phone payments solution in action with a one-to-one demonstration from a Payment Specialist.

Submit your details and we'll be in contact to arrange a demo.

    Service Additions

    Tokenization

    Tokenize a customer's card and they will only have to provide card details once, saving them time on regular payments and purchases. Card details are not stored anywhere outside the issuing card company. All tokens will have a dedicated reference for every individual customer. E.g. Policy number, customer number, customer name, phone number, etc.

    Recurring Payments

    Offer your customers a Recurring Payment Plan with a range of payment frequencies, such as weekly, fortnightly, monthly and more. If required, a Recurring Plan/CPA (Continuous Payment Authority) can be created by processing $1 that will not be taken on the customer's account. Using a Recurring Payment Plan instead of a Direct Debit allows you to re-take failed payments, restarting the plan and avoids your customers incurring expensive Failed Direct Debit charges. This method is recommended by the FCA, as debt isn't added onto customers paying off existing debt.

    Optional Integration

    SFTP Integration

    Validate your customer transactions and avoid matching every transaction and investigating human errors. You'll have the option to supply customer records or a list of outstanding payments so transactions can be validated as a customer makes a payment.

    Bespoke API Integration

    Our solutions are compatible with many different APIs, allowing integration with hundreds of different platforms. If necessary, a bespoke API can be developed to work seamlessly with your business systems.

    LEARN MORE ABOUT PCI COMPLIANCE

    ACCREDITATIONS

    keyivrLogoWhite
    Key IVR are a privately owned business offering global automated PCI-DSS compliant payment services. We are a customer-service focused organisation and take care to manage and meet our clients' expectations.

    LOCATIONS

    USA: 8th Floor, 100 Church St, New York, NY 10007

    UK: 8 Durham Lane, West Moor Park, Armthorpe, Doncaster DN3 3FE

    Ireland: 1 Terenure Place, Terenure, Dublin 6W, D6W FN23

    Moldova: Mitropolit Dosoftei St 112, Chișinău, Moldova