What is Agent Assist?
Our core solution, Agent Assist, utilises DTMF (Dual Tone Multi Frequency) masking technology, as well as Speech Recognition for customers who can’t to use their telephone keypad, to provide companies with a secure way of handling payments by phone without bringing their environments in scope of Payment Card Industry Data Security Standard (PCI DSS).
We integrate with the call flow and at the point of payment, intercept any keypad tones or speech from the customer. This way the agent doesn’t hear or see the card data, all they see are asterisks on the screen. The customer and the agent can still converse throughout the process but the sensitive card data, the PAN and the CSV, are prevented from reaching the agent or your environment, drastically reducing the scope of PCI Compliance.
A PCI compliant solution to enhance contact centre customer experience
- Customer peace of mind
- Agent always on the line to assist
- Reduced average handling times
- Less pressure on agents
- Integrates with all payment providers
- Carrier, phone system & CRM agnostic
How it works
When a payment is required, the agent opens the PCI Pal desktop application and asks the customer to enter their numeric card details using the telephone keypad, or by speaking them should they not wish, or be unable to use their telephone keypad. Asterisks are displayed with a counter showing the number of digits entered, so the agent can follow the transaction, and support throughout.
The PCI Pal platform captures the details, but blocks them from reaching both the agent and your environment. The customer’s voice is allowed through in the event they need to communicate with the agent.
The agent hits the “process card” button, which instructs PCI Pal to send the transaction to the payment provider. No cardholder data enters your environment, so from a PCI DSS perspective, your area of scope is vastly reduced.
PCI Pal integrates with all payment providers and is carrier, phone and CRM system agnostic to ensure full compatibility across the board.