Secure Agent Assisted
Payment Processing
Enable your call center agents to securely collect customer payments over the phone without handling sensitive card data. Paytia's agent-assisted payment solution combines PCI DSS Level 1 compliance with DTMF masking technology to protect both your customers and your business from payment fraud.
Solution Overview
Discover how our solution can help your business
Trusted by businesses of all sizes to protect their staff, customers and business brand
Agent Assisted Payment Solutions
Secure, PCI-Compliant Payment Processing for Call Center Agents
Higher Conversion Rates
30% to 40% higher payment completion vs. fully automated IVR. Human assistance reduces customer frustration and enables real-time problem resolution.
Enhanced Customer Experience
Personal touch of human assistance, especially important for elderly or less tech-savvy customers. Immediate answers to payment questions.
Reduced Security Risk
Zero agent access to card data. Eliminates insider fraud risk and protects against social engineering attacks.
Lower PCI Compliance Costs
Reduce PCI scope by 80-90%. Lower annual compliance costs and fewer security controls required in call center.
Faster Implementation
No complex call center infrastructure changes. Works with existing telephony systems. Deploy in days, not months.
Better Fraud Prevention
Real-time fraud detection, 3D Secure authentication support, AVS (Address Verification) checks, and customizable fraud rules.
"Paytia's agent-assisted payment solution reduced our PCI compliance costs by 75% while improving our payment completion rate from 68% to 89%. Our agents love how seamless it is."
John Smith
Operations Director, Insurance Company
Proven Results
Real metrics from businesses using agent-assisted payment solutions
PCI Cost Reduction
Higher Conversion
Implementation Time
Uptime
What Are Agent Assisted Payments?
Secure payment processing that combines human assistance with enterprise-grade security technology
Agent-assisted payments enable call center agents to help customers complete transactions over the phone while maintaining security and PCI compliance. Unlike fully automated IVR payments, agent-assisted payments allow the agent to remain on the call, providing personal assistance and support throughout the payment process.
In a typical agent-assisted payment scenario, the customer calls your business, speaks with an agent who verifies their account and order details, then when it's time to take payment, the customer enters their card details using their phone keypad while the agent stays on the line. The agent never hears or sees the card information thanks to DTMF masking technology.
This approach is ideal for industries like insurance, healthcare, utilities, and collections where complex transactions require human assistance, but security and compliance are paramount. Agent-assisted payments combine the personal touch of human customer service with the security of automated payment processing. Learn more about telephone payment solutions and how they integrate with your existing systems.
Key Benefits
PCI Compliance for Agent-Assisted Payment Collection
Meet PCI DSS Requirements Without Restricting Your Operations
The PCI Challenge
Traditional agent-assisted payments create PCI scope issues. When agents hear or see card data, your entire call center falls under strict PCI requirements. This means high costs of PCI compliance for contact centers ($50k-$500k annually), extensive security controls, and security risks from agent access to payment data.
Paytia's Solution
PCI DSS Level 1 Certified
- De-scoping your environment: Removes agents from PCI scope using channel separation technology
- PCI DSS Level 1 certified solution - Learn more about our PCI compliance standards
- No card data enters your environment - Payment data flows directly to secure gateways
- Reduces PCI compliance costs by 70% to 90%
- Annual PCI audit requirements minimized
Industries That Benefit from Agent-Assisted Payments
Secure payment solutions designed for industries requiring human assistance and compliance
Insurance
- •Policy premium payments
- •Claims settlements
- •Renewal payments
- •High-value transactions requiring verification
Healthcare & Medical Billing
- •Patient payment collection
- •Outstanding balance resolution
- •Payment plan setup
- •HIPAA-compliant payment processing
Utilities & Telecom
- •Overdue account payments
- •Service activation fees
- •Large balance settlements
- •Disconnection prevention payments
Collections Agencies
- •Debt settlement payments
- •Payment arrangement setup
- •PCI-compliant collections
- •Reduce agent compliance training
Financial Services
- •Loan payments
- •Credit card payments
- •Account funding
- •Large transaction verification
E-commerce & Retail
- •Order-by-phone payments
- •High-value purchase assistance
- •B2B invoice payments
- •Customer service payment resolution
Seamless Integration with Your Existing Systems
Works with Your Current Technology Stack
Integration Partners
Technical Features
Enterprise Integration Capabilities
- REST API for custom integrations
- Webhooks for real-time notifications
- SDKs available (Python, PHP, Node.js)
- Compliance-safe call recording (no card data captured) - Integrates with SecureFlow platform for enterprise workflows
How Agent-Assisted Payments Work
Three simple steps to secure payment processing with zero agent access to card data
Customer calls agent
Customer calls your business and speaks with an agent who verifies their account and order details.
DTMF masking activated
When it's time to take payment, the customer enters their card details using their phone keypad while the agent stays on the line. DTMF masking technology prevents the agent from hearing or seeing the card information.
Payment processed securely
Payment data flows directly to the secure payment gateway, bypassing your call center systems entirely. Agent receives payment confirmation (success or failure) without ever accessing card details.
Frequently Asked Questions
Common questions about agent-assisted payment solutions
Ready to Transform Your Payment Collection Process?
See how Paytia's agent-assisted payment solution can reduce your PCI compliance costs while improving customer experience and payment completion rates.
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