Enable your call centre 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.
Key benefits
Higher conversion rates
30% to 40% higher payment completion versus fully automated IVR. Human assistance reduces customer frustration.
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 centre.
Better fraud prevention
Real-time fraud detection, 3D Secure authentication support, AVS checks, and customisable fraud rules.
70-90%
PCI cost reduction
Level 1
PCI DSS certified
40%
Higher conversion vs IVR
99.99%
Platform uptime
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 is time to pay, the customer enters their card details using their phone keypad while the agent stays on the line. DTMF masking 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 centre systems entirely. Agent receives payment confirmation without ever accessing card details.
Agent-assisted payments enable call centre 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 is 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.
Key benefits
Traditional agent-assisted payments create PCI scope issues. When agents hear or see card data, your entire call centre falls under strict PCI requirements. This means high costs (£50k-£500k annually), extensive security controls, and security risks from agent access to payment data.
Paytia's solution
PCI DSS Level 1 Certified
Secure payment solutions designed for industries requiring human assistance and compliance
Insurance
Healthcare and Medical Billing
Utilities and Telecom
Collections Agencies
Financial Services
E-commerce and Retail
How does agent-assisted payment differ from IVR payments?
Agent-assisted payments involve an agent guiding the customer while the customer enters card details via phone keypad, with DTMF masking technology preventing the agent from hearing or seeing the card information. IVR payments are fully automated without human interaction.
Does this solution work with our existing phone system?
Yes, Paytia integrates with major telephony platforms including 3CX, Aircall, RingCentral, Zoom Phone, and traditional PBX systems.
How long does implementation take?
Most customers are fully operational within 2-4 weeks, including system configuration, integration with your telephony and CRM systems, and agent training.
What happens if a payment fails?
The agent receives instant notification of the failure reason (e.g. declined card, insufficient funds) and can assist with an alternative payment method, without ever seeing the card details.
Is this solution PCI compliant?
Yes, Paytia is a PCI DSS Level 1 certified Service Provider, designed to remove call centre agents from PCI scope, reducing your compliance burden by 70-90%.
Can we use this for recurring payments?
Yes, Paytia supports both one-time and recurring payment setup through agent-assisted flows, allowing agents to set up autopay without accessing payment credentials.
What payment methods are supported?
Paytia supports credit cards (Visa, Mastercard, Amex, Discover), debit cards, ACH/direct debit, and other alternative payment methods depending on your chosen payment gateway.
How do you prevent fraud?
Paytia provides multiple layers of fraud prevention including 3D Secure authentication, AVS checks, CVV verification, velocity limits, and real-time fraud scoring through gateway partners.
Real metrics from businesses using agent-assisted payment solutions
70-90%
PCI cost reduction
30-40%
Higher conversion
2-4 weeks
Implementation time
99.9%
Uptime
Traditional agent-assisted payments create PCI scope issues. When agents hear or see card data, your entire call centre falls under strict PCI requirements. This means high costs (£50k-£500k annually), extensive security controls, and security risks from agent access to payment data.
Paytia's solution
PCI DSS Level 1 Certified
Enterprise integration capabilities
Telephony systems
Payment gateways
CRM systems
Developer tools
See how Paytia keeps agents on the line while keeping card data completely hidden.
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