Call Center Solutions

Combat data security issues and become PCI compliant, without impacting customer experience

SECURE CALL CENTER SOLUTION TO TAKE PAYMENTS OVER THE PHONE, THE WEB OR OVER SMS

Trust Key IVR to help your organization take PCI-DSS compliant payments, reducing the risk of brand-damaging data breaches.

Customers are placing their trust in your organization with sensitive payment details everytime a payment is made over the phone. Data breaches and other malicious activity from rogue agents or cyber attacks can not only result in massive fines but irreparable damage to your brand in the marketplace, so it is important you have a robust payments solution in place.

Many organizations aim to become PCI-DSS compliant, the Payment Card Industry Data Security Standard (PCI-DSS or PCI DSS) is a set of security standards designed to ensure that all companies that accept, process, store or transmit credit card information maintain a secure environment. This can be a challenge to implement across your entire office and network environment, but with a Call Center solution from Key IVR, the payment data never reaches your systems. With DTMF suppression on all calls you can drastically reduce the risk of data security, saving your organization valuable time and money without comprising customer experience.

Our platform is recognized by international payment gateways and PCI QSAs, delivered by trained, experienced industry professionals. We will work with you and your security specialists to implement a solution that meets your business requirements.

ContactCentreManCircle

Key Benefits

PCI Compliant Call-Recording

For customers reading out sensitive card details on the phone, pause and resume call-recording isn’t enough to be PCI compliant. You still have to rely on your agents to stop the recording, important information from the customer might be missed, and even then your agents are exposed to the card details that could be used for malicious purposes.

Our Call Center solution removes the need to read out card numbers completely, customers securely enter information on their phone’s keypad, with DTMF tones suppressed so no sensitive details reach your system.

Agents can follow the progress of a Customer making payment via a Live Dashboard, without seeing the sensitive card details

null

Stay in Conversation with the Customer

Some solutions transfer the customer from the agent to an automated IVR so if there are any issues the agent is unable to assist. Our Call Center solution improves engagement and reduces abandoned calls by ensuring the agent stays in conversation with the customer throughout the process.

Find out more about our Agent Assisted Payments service.

null

Supplier Agnostic

Key IVR’s mission is to deploy solutions that work with the customer’s needs, so we’re not tied to a particular telecoms supplier or Partner. We can focus on developing integrations that work best with your existing network and, where possible, without needing to change providers.

Twin Clamp Technology - Designed for FCA Regulation

By clamping the phone signal at the start and end of the network, the risk of data leakage across all phone networks is removed completely. Some solutions simply mask the numbers reaching your Call Center whilst our service strips out all sensitive information altogether, leaving the audio behind. This allows you to record the entire call and adhere to strict regulation.
CloudHost-01

Fully Hosted, No Hardware to Install

As a fully hosted solution there’s no need to install or maintain hardware on site – either in a server room or on the agent’s desk. This allows for unrivaled flexibility and a deployment to suit how your business operates, improving user adoption and reducing the impact on your customers’ experience.

3 Options to Best Suit Your Organization

null

Inbound (Route 1)

Border-Route-1-Desktop

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

2. As the customer enters their card details into their phone keypad, the agent can stay in conversation, assisting them if necessary. The details are masked and passed onto the Payment Service Provider

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

Border-Route-1-Mobile-1

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

Border-Route-1-Mobile-2

2. As the customer enters their card details into their phone keypad, the agent can stay in conversation, assisting them if necessary. The details are masked and passed onto the Payment Service Provider

Border-Route-1-Mobile-3

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

Calls entering your organization will be routed through the Border platform, suppressing the data DTMF to deliver Voice only. This ensures every call is PCI-DSS compliant so agents can process a payment securely and the call can be safely recorded.

All sensitive data is stored off-premise, assisting in de-scoping your entire office environment.

Customers are asked to enter their card details into their handset and the agent's screen will update live with the progress and outcome of the payment.

  • Ideal for inbound and outbound call traffic with a high call / payment ratio
  • Helps de-scope your call recording, PBX and calls
  • No card data reaches your network or seen or heard by the agent
null

Warm Transfer (Route 2)

Border-Route-2-Desktop

1. The customer is on the phone with the agent. When the customer is ready to make a payment, the agent can secure the line

2. As the customer enters their card details into their phone keypad, the agent can stay in conversation, assisting them if necessary. The details are masked and passed onto the Payment Service Provider

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

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 secure the line

Border-Route-2-Mobile-2

2. As the customer enters their card details into their phone keypad, the agent can stay in conversation, assisting them if necessary. The details are masked and passed onto the Payment Service Provider

Border-Route-1-Mobile-3

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

An agent has access to the secure PCI-DSS compliant Border payment portal on an ad-hoc basis. If a customer wishes to make 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 and agent are able to discuss the payment details and complete the transaction. The agent's screen will update live with the progress and outcome of the payment.

  • Ideal for in & outbound call traffic with a low call / payment ratio
  • No card data reaches your network or seen or heard by the agent
null

Outbound (Route 3)

Border-Route-3-Desktop

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. As the customer enters their card details into their phone keypad, the agent can stay in conversation, assisting them if necessary. The details are masked and passed onto the Payment Service Provider

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

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

Border-Route-3-Mobile-2

2. As the customer enters their card details into their phone keypad, the agent can stay in conversation, assisting them if necessary. The details are masked and passed onto the Payment Service Provider

Border-Route-1-Mobile-3

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

In Outbound mode the agent can use the secure payment portal when calling the customer to collect a payment. The call will route through the Border platform, suppressing the DTMF data entered by the customer, ensuring PCI-DSS compliance.

Customers can enter their card details into their handset whilst still connected to the agent. The agent's screen will then update live with the progress and outcome of the payment.

  • 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
  • Non-payment calls don't need to be routed through the Border platform

NOT SURE WHAT OPTION IS BEST FOR YOU?

Call us on  +1 (929) 207 0116 or email sales@keyivr.com and we'd be happy to discuss the options in more detail.

Additional Benefits

  • DTMF Suppressant Call Center Payments Platform
  • Level 1 PCI-DSS Compliant v3.2
  • 100% hosted solution, meaning no on-site installation
  • Multiple Agent Logins
  • Concurrent Licensing (no seat licenses)
  • Real-time reporting
  • Optimized agent experience through a Client Dashboard
  • Integration with major Payment Service Providers
  • Well designed API for simple integration
  • Competitive call and transaction rates
PCIandGDPR-White

HELPS YOU ACHIEVE PCI-DSS AND GDPR COMPLIANCE

The Payment Card Industry Data Security Standard (PCI-DSS) is a set of security standards for all companies that accept, process, store or transmit credit card information. The European Union’s General Data Protection Regulation (GDPR) came into play on 25th May 2018 and affects how you manage customer data. By becoming PCI-DSS compliant your organization is on the right path to removing sensitive card data from your network and any malicious activity.

Want to know more about PCI-DSS or GDPR?
Contact us on +1 929-207-0116 or sales@keyivr.com

RECOGNIZED BY INTERNATIONAL PAYMENT GATEWAYS & PCI QSAs

Contact Center Solution Demo

We'd be happy to show you our Contact Center solution in action with a one-to-one demonstration from a Payment Specialist.

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

ACCREDITATIONS

dssCompliant
MS Partner
cicmCorporatePartner
BPA-logo
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: 8 Clanwilliam Square, Grand Canal Quay, Dublin 2, D02 PF75

Moldova: Strada Vasile, Alecsandri 141, Chișinău, Moldova