Customer Case Studies

Pay729™ Enterprise Case Study

Enabling a BMW main dealership to meet it’s PCI-DSS compliance obligations for taking customer payments over the telephone.

Objectives of the project

To deliver a solution that staff would be able to accept payments over the phone without impacting there GDPR or PCI obligations. Enable staff identification, invoice identification and tracking and email transaction receipts to departments in real-time without affecting any existing systems. The system should be easy to use and not slow down the process of taking payments by phone. 

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Remove the need for staff to ask customers to read out their payment card data over the telephone

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Allow staff to enter a trackable reference number against the telephone payment

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Allow staff to add their staff ID number so the staff member that took the payment could be identified

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Meet PCI-DSS obligations with less cost and work required to prove they are compliant

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Stop being charged non-compliance fees for being unable to prove telephone payments had not been secured

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Have a service that allowed payment on every payment call they made or received

The Solution

From initial meetings, it was clear that the customer wanted to use there own bank so a custom integration was created so they could carry on processing payments using their bank's payment gateway service. The custom gateway connector into Lloyds bank was implemented allowing telephone payments with accompanying reference numbers and the agentID to be passed all the way through to the bank. This allowed the accounts department to quickly reconcile the transactions with no change to their operating process.

Payment Identification and reporting

To allow the functionality of the payment terminals to be replicated, departments and agent IDs were added to the Paytia platform so that a receipt for payment could be immediately received to the department's email address when any agents in the department took a payment. This was further enhanced to provide an end of day reconciliation report per department which was sent to accounts.


"Paytia has enabled the business to solve the final piece of our PCI-DSS compliance protection by removing any access to payment card data from our business when taking telephone payments. We have also been able to reduce the amount of time it takes our accounts department when dealing with reconciliation and payment queries."

 

References available on request

Secure Virtual Terminal Case Study

Virtual terminal case study objectives.

Enabling an FCA regulated loan management company to meet it’s PCI-DSS compliance obligations when processing customer payments over the telephone. Delivering an enhanced secure virtual desktop web application with the ability to settle payments into 5 separate bank accounts. Providing the service to run independently to current loan management database system and onsite telephony.

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Remove the need for staff to ask customers to read out their payment card data over the telephone

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Allow staff to use a secure Virtual Terminal so multiple data fields could be entered

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Allow partial account number and reference number fields to be captured with the transaction

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Use multiple merchant MID account numbers so payments could be taken across 5 different bank accounts

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Avoid non-compliance fees for being unable to prove telephone payments had been secured

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Have a service that allowed payment on every payment call they made or received

The Solution

There was a requirement to allow staff to vary data fields with each transaction. It was decided that a custom virtual terminal application from Paytia would be used.

The Virtual Terminal allowed each agent to enter names, addresses, reference and account numbers plus the transaction amount. As agents could be processing a transaction against multiple loan book accounts a simple dropdown was added that allowed the agent to choose the bank account money would be placed in. Choosing the bank account automatically pre-populated the account number fields on the form making data entry quicker and removing the risk of manual typing mistakes. SagePay was chosen as the payment processing gateway so each loan account could have submission reports automatically downloaded into the Sage Accounting systems.

Payment Identification and Reporting

Department and agent ID were used in the Paytia platform so that a receipt for payment could be immediately received to the agent and accounts departments email addresses when any of the agents took a payment.

This was further enhanced to provide an end of day reconciliation report per department which was sent to accounts.


"Paytia have allowed us to remove the risk to agents handling payment card data and made it simpler to evidence the process for our FCA and GDPR reporting where payments are concerned. The Virtual Terminal application has simplified the process of collecting payments without the need for us to change our systems or telephone service."

References available on request

Telco API Case Study

Objectives of the Telco API project.

To enable a telco partner to integrate into their own voice networking systems, use their own customer telephone numbers and call flows without the risk of relaying all telephone calls externally. Providing the ability to use and resell the Paytia self-service driven value add telephone payment protection service.

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Enable a secure payment service that was built into their Digi-desktop Omini-Channel call centre application

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Work as a value add service for existing customer telephone numbers

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Require a third party call out to the Paytia the platform only when a merchant triggers a payment request

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Offer customers a service they could take as an upsell to their current service

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Add value to customers so they were less likely to move to another provide

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Start selling immediately by utilising the Pay729™ self-service platform

The Solution

Paytia provided access to their “Payment on Demand API” allowing our partner to build all the secure payments screens into their existing Onmi-Channel call centre application.

Users of the solution were then able to press a button on their agent console whilst on the phone call with their customer. The API allowed a unique ID to be passed to the secure virtual terminal which was used to automatically correlate the payment leg of the telephone call allowing the agent to instantly start the payment process and to improve agent handling times for payment processing. Cardholders were guided audibly through entering their payment card information using their own telephone keypad. All sensitive card data was captured and stopped at the Paytia service ensuring the Telcos customer (the merchant) no longer heard or processed the card data themselves

Simple Integration

The integration delivered was a combination of a SIP telephone trunk connection between platforms and a set of API and webhook services allowing call and call control information to be exchanged ensuring a seamless user experience for both cardholder and the call centre agent.

To further enhance the offering our telco partner made use of the Paytia Virtual Terminal solution as an upsell product to resellers and direct customers who had simple telephone number call routing services but wanted to add secure telephone payments to their portfolio of businesses.

 


 

"We originally looked at making our entire platform PCI Level 1 certified and found the cost too prohibitive. Paytia have worked closely with us to provide secure payment services that we can use across multiple telephony routes we maintain and services we sell enabling us to provide an essential value add payment solution to our channel partners without the excess workload and complexity PCI Level 1 certification required."

References available on request

Looking for more?

If you are looking for more features for your business, our flexible range of services allow us to integrate with your existing tools and equipment without the need to implement expensive and complicated new systems, no matter the size of your business

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Paytia's payment by phone secure online web form allows your staff to accept payments by phone during a call while the user simply enters their details using their telephone handset. The payments are all processed without ever displaying the sensitive data to your staff.

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telco integration

Telco and Call Centre API Integration

Integrate payment by phone services into existing applications and hardware, enable customers to enter payment details using their telephone handset, without any need to change phone numbers.

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Data Security

Paytia takes data protection seriously, as part of its corporate responsibility. Paytia holds Level 1 PCI DSS compliance and is fully complying with GDPR.