Agent Assist

Agents use PCI Pal on live calls to capture cardholder information securely, maintaining the conversation with the customer at all times.

What is Agent Assist?

Our core solution, Agent Assist, utilises DTMF (Dual Tone Multi Frequency) masking technology to provide companies with a secure way of handling payments by phone without bringing their environments in scope of PCI DSS.
We integrate with the call flow and at the point of payment, intercept any tones as they are entered by the customer on their telephone keypad. 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 speak throughout the entire process but the sensitive card data, the PAN and the CSV, are prevented from reaching the agent or the client’s environment.

Key Benefits

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

Customer enters card details via telephone keypad

When a payment is required, the agent opens the PCI Pal desktop application and asks the customer to enter their card details using the telephone keypad. Asterisks are displayed with a counter showing the number of digits entered.

Card data does not reach the contact centre

The PCI Pal platform captures the keypad tones and masks them as a monotone beep, preventing them from reaching the contact centre. The customer’s voice is allowed through in the event they need to communicate with the agent.

Payment is processed by your payment provider

The agent hits the “process card” button, which instructs the PCI Pal app 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.

Configuration Options

PCI Pal’s Agent Assist solution can be deployed in various ways. Our flexible, pragmatic approach helps to ensure that our payment solutions do not impact upon your core operational requirements. We’ll work with you to understand which deployment method works best for you.

Fully Hosted

There are a number of options for connecting your call traffic to our cloud platform when you take payments over the phone. We offer 99.999% voice uptime platform-wide, so reliability and resilience are assured.

On Demand

Access PCI Pal On-Demand as and when your agents need to take a payment. With On-Demand there is no need to move your call traffic, we simply intercept the payment aspect of the call to ensure PCI compliance.

Our Solutions

PCI Pal’s secure cloud payment solutions are certified to the highest level of security by the leading card companies, so we can handle numerical payment data for the world’s largest organisations.

Our Integrations

PCI Pal integrates with all payment providers and is carrier, phone and CRM system agnostic to ensure full compatibility across the board.

How can we help you? Get in touch today to discuss our solutions and your specific requirements.