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.
A PCI compliant solution to enhance contact center 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 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 center. 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.