Melestiu St 16/2, Chișinău, Moldova

AGENT ASSISTED PAYMENTS

Fast, Secure & Fully Integrated

Ensuring PCI compliance throughout your contact centre and business when processing card payments is challenging. It can be virtually impossible to secure every system, from call recording through to agent activity, network security and data backups.

We have the solution to help de-scope your entire office and network environments by ensuring the payment data never reaches your systems. The service secures both your inbound and outbound traffic allowing you to focus on what matters most in your business.

Our platform is recommended 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.

The Agent Assisted Payments platform for Call Centre Card Payments is an intrinsic part of our payment suite, and is helping call centres reduce their costs of PCI Data Security Standard (PCI-DSS) compliance, even to the point of making a business compliant that would be impossible without the service.

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HOW IT WORKS

Key Benefits

DTMF Suppressant Call Centre Payments Platform

Level 1 PCI-DSS Compliant v3.2

100% hosted solution, meaning no on-site installation

Multiple Agent Logins

Concurrent Licencing (no seat licences)

Continuous conversation with customer when taking card details

Real-time reporting

Removes the need to pause call-recordings

Optimised agent experience through a Client Dashboard

Integration with major Payment Service Providers

Well-designed API for simple integration

Competitive call and transaction rates

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3 Options to Best Suit Your Organisation

Call Route 1 – Inbound

Calls entering your organisation will be routed through the platform, suppressing the data DTMF (Dual Tone Multi-Frequency) 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

1. The customer calls the organisation 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

1. The customer calls the organisation 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

Call Route 2 – Warm Transfer

An agent has access to the secure PCI-DSS compliant Agent Assisted Payments 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

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

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

Call Route 3 – Outbound

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

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. Once the payment is completed the agent can move onto the next customer

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. Once the payment is completed the agent can move onto the next customer

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Service Additions

Tokenisation

Tokenise 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.