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Agent Assist

Agents use PCI Pal's Agent Assist on live calls to capture card information securely, maintaining conversation with the customer at all times.


Our core solution, Agent Assist, utilises DTMF (Dual Tone Multi Frequency) masking technology, as well as Speech Recognition for customers who can’t 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. This solution is available globally from within the PCI Pal platform that provides our IVR and Digital secure payment products, so your agents can have access to take payments from customers through any channel.

How it works

Customer wishes to pay

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 wish, or are 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.

Card data does not reach the contact centre

PCI Pal's Agent Assist solution 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.

Payment is processed by your payment provider

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.

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Key benefits

PCI Pal’s cloud solutions secure your business communications, while ensuring PCI DSS compliance and your customers’ data is safe.

  • Customer peace of mind
  • Safe and scalable
  • Integrates with all payment providers
  • Carrier, phone system, & CRM agnostic
  • Reduce the scope of PCI DSS
  • Reduce AHT (Average Handling Time)
  • Reduce pressure on Agents
  • Increase payment success

Let us show you how

Secure your customers’ payments using our cloud-based solutions.

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Partners & Integrations

We partner, and have proven integrations with your providers. PCI Pal has the strongest global ecosystem of PSPs, CCaaS, UCaaS and CRM organizations in the market today. Don’t see your provider? We're happy to look at additional integrations to ensure your PCI Compliance journey is as seamless as possible.

How can we help you?

Get in touch today to discuss our solutions and your specific requirements.

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