PCI Pal Glossary

Agent-Assisted Payments

Agent-assisted payments are secure payment transactions where a customer service representative helps facilitate a payment without directly handling or viewing the customer’s card details. This can be over phone and digital channels. During these interactions, the agent remains on the call or in the chat to provide support while the customer enters their payment information through a secure channel such as:

• Phone
• Chat
• SMS
• Other digital systems

This approach allows businesses to maintain high-quality customer service while achieving compliance by keeping sensitive cardholder data out of the contact center environment.

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See also:

• PCI DSS Compliance
• DTMF Masking