What is Agent Assist?
Contact centres that take payments over the phone face major operational and technical challenges when handling sensitive cardholder data. PCI Pal’s Agent Assist solution allows contact centres to take card payments securely, using DTMF (keypad) capture technology while the agent and customer are in conversation.
- 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
Agent Assist Explained
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How it works
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.
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.
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.
PCI Pal integrates with all payment providers and is carrier, phone and CRM system agnostic to ensure full compatibility across the board.