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 - All Calls Secured

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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 provide debit or credit card details by reading it out, entering it via a digital payment link or using 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 organization will be routed through the payment platform.

Every call is PCI-DSS compliant, 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.

All sensitive data is stored off-premise, assisting in de-scoping your entire office environment. Customers are prompted to provide their card details via either of the 3 data capture methods – secure voice recognition, digital payment link or DTMF-suppressed telephone keypad entry.

  • 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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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

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2. The customer can provide debit or credit card details by reading it out, entering it via a digital payment link or using 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 the payment platform.

Every call is PCI-DSS compliant, 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.

All sensitive data is stored off-premise, assisting in de-scoping your entire office environment. Customers are prompted to provide their card details via either of the 3 data capture methods – secure voice recognition, digital payment link or DTMF-suppressed telephone keypad entry.

  • 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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On Demand - Warm Transfer

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 provide debit or credit card details by reading it out, entering it via a digital payment link or using 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

An agent has access to the secure PCI-DSS compliant payment portal on an ad-hoc basis. If a customer wishes to make payment, the agent simply connects to the Key IVR platform to secure the line if required (typically around 1 second).

Customers are prompted to provide their card details via either of the 3 data capture methods – secure voice recognition, digital payment link or DTMF-suppressed telephone keypad entry. The agent’s screen will update live with the progress and outcome of the payment.

  • 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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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

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2. The customer can provide debit or credit card details by reading it out, entering it via a digital payment link or using 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

An agent has access to the secure PCI-DSS compliant payment portal on an ad-hoc basis. If a customer wishes to make payment, the agent simply connects to the Key IVR platform to secure the line if required (typically around 1 second).

Customers are prompted to provide their card details via either of the 3 data capture methods – secure voice recognition, digital payment link or DTMF-suppressed telephone keypad entry. The agent’s screen will update live with the progress and outcome of the payment.

  • 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 - All Calls Secured

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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 provide debit or credit card details by reading it out, entering it via a digital payment link or using 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

The agent can use the secure payment service when calling the customer to collect a payment.

Every call is PCI-DSS compliant, agents can process payments securely and the call can be safely recorded. Customers are prompted to provide their card details via either of the 3 data capture methods – secure voice recognition, digital payment link or DTMF-suppressed telephone keypad entry.

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. All sensitive data is stored off-premise, assisting in de-scoping your entire office environment. Ideal for outbound calls with the intention of collecting payment. E.g. 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)
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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 provide debit or credit card details by reading it out, entering it via a digital payment link or using 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

The agent can use the secure payment service when calling the customer to collect a payment.

Every call is PCI-DSS compliant, agents can process payments securely and the call can be safely recorded. Customers are prompted to provide their card details via either of the 3 data capture methods – secure voice recognition, digital payment link or DTMF-suppressed telephone keypad entry.

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. All sensitive data is stored off-premise, assisting in de-scoping your entire office environment. Ideal for outbound calls with the intention of collecting payment. E.g. 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)

Cardholder Data (CHD) Capture Methods

There are three ways for a Customer to make a PCI-DSS compliant payment with an Agent over the phone. This is available on all three of our connectivity options.

Your solution can be configured to use a combination of methods, all fully secure to the highest level of PCI-DSS compliance.

Voice-recognition

Voice Recognition

Give customers the ability to verbally provide their account and sensitive cardholder data (CHD) securely.

The agent will be unable to hear the customer as sensitive payment details are spoken, so all agents, systems, and call recordings stay out of scope.

Agent Digital

Agent Digital

With Agent Digital, customers receive a text and email address with a link to input card details securely, with no need to secure the call.

You can descope your payment collection by 100%, ensuring maximum security for your customers.

Keypad

Keypad Entry (DTMF)

DTMF masking (often called DTMF suppression) helps organisations obtain PCI compliance whilst continuing to take payments over the phone and record their calls. Allow customers to input sensitive card details into their phone without any concerns that the cardholder data can be exposed at the other end.

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 Voice Recognition, unique payment link, or DTMF suppressed keypad entry
  • Stay in conversation with the customer when taking card details
  • 100% hosted solution, meaning no on-site installation
  • Concurrent Licencing (no seat licences)
  • Multiple Agent Logins
  • Real-time reporting via Client Dashboard
  • Removes the need to pause call-recordings
  • 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

Request an Agent Assisted Payments Demo

We'd be happy to show you our over-the-phone payments solution in action.

Submit your details and a payment specialist will be in touch.

SophieKelly2021

Sophie Chan

Head of Account Management

    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

    USA: 901 S Mopac Expressway, STE 304 Building 1, Austin, TX 78731

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

    Moldova: Mitropolit Dosoftei St 112, Chișinău, Moldova