Genesys Integration

Secure phone payments for Genesys

Take card payments on live Genesys calls without card data reaching your agents, your recordings, or your network. Paytia sits on the SIP trunk alongside Genesys — there's no rebuild — and you drop from SAQ D (329 controls) to SAQ A (22).

  • Agents stay on the Genesys call throughout the payment
  • Card data never reaches agents, recordings or your network
  • No rebuild of your routing, dial plan or agent desktop
  • DTMF tones masked in real time
  • Drop from SAQ D (329 controls) to SAQ A (22)
  • Works across Genesys Cloud CX, Engage and PureConnect
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Level 1

PCI DSS certified

SAQ A

From SAQ D (329 → 22)

SIP

Trunk integration

Weeks

To go live

How Paytia works with Genesys

Paytia is added as a SIP trunk alongside your Genesys platform, so nothing about your routing or agent experience changes. When a payment comes up, the agent starts a secure capture, the customer keys their card on their own handset, and the digits route straight to your gateway. Here's the flow.

  1. 1

    Connect the SIP trunk

    Paytia is added as a SIP trunk alongside your Genesys platform. No change to your routing, your dial plan, or your agent desktop.

  2. 2

    Agent takes the call

    Your agent handles the Genesys call exactly as they do today, right up to the payment step.

  3. 3

    Start a secure capture

    The agent triggers a Paytia capture session mid-call with a single action, and stays on the line throughout.

  4. 4

    Customer keys the card

    The customer enters their card on their own handset. DTMF masking replaces the tones in real time, so nothing reaches the agent or the recording.

  5. 5

    Payment confirmed

    The digits route straight to your gateway. The agent gets a real-time confirmation and carries on with the call.

Why teams choose Genesys with Paytia

Sits on the SIP trunk

Paytia is added alongside your Genesys platform — no rebuild of your routing, your dial plan or your agent desktop.

Agent stays on the line

One action starts the capture. The agent stays in the Genesys call throughout and picks the conversation straight back up once the payment authorises.

Recordings stay clean

DTMF tones are masked before they reach the recording layer, so there's no pause-and-resume and no post-call redaction. Your retention policy doesn't change.

Serious scope reduction

Capturing the card off your network drops most contact centres from SAQ D (329 controls) to SAQ A (22). Agents, desktops and recordings fall out of scope.

Cloud or on-premise

The SIP integration is the same across Genesys Cloud CX, Engage and on-premise PureConnect estates — and Paytia doesn't need inbound access to your Genesys environment.

Straight to your gateway

The digits route directly to your payment gateway and the agent gets a real-time confirmation — the card number never exists anywhere on your side.

PCI DSS Level 1 Service ProviderCyber Essentials PlusGDPR & HIPAANo inbound access to your Genesys environment

Genesys + Paytia — common questions

How does Paytia integrate with Genesys?+

Paytia connects to your Genesys platform as a SIP trunk and sits alongside it, so there's no rebuild of your routing or agent desktop. When it's time to take a payment, the agent starts a secure capture session and the customer keys their card on their own handset while the agent stays on the line. It works the same way across Genesys Cloud CX, Engage, and PureConnect.

Do agents have to leave Genesys to take a payment?+

No. The agent stays in the Genesys call the whole time. They trigger the capture with a single action, the customer enters their card, and the agent picks the conversation straight back up once the payment authorises.

Does this work with Genesys Cloud and on-premise deployments?+

Yes. The SIP integration is the same whether you run Genesys Cloud CX, Engage, or an on-premise PureConnect estate. Paytia doesn't need inbound access to your Genesys environment.

What happens to our call recordings?+

Card data never enters the recording. Because the DTMF tones are masked before they reach the recording layer, you don't need pause-and-resume or post-call redaction — your Genesys recordings stay clean and your retention policy doesn't change.

How much PCI scope does this remove?+

Capturing the card off your network drops most Genesys contact centres from SAQ D (329 controls) to SAQ A (22). Your agents, desktops, network segment, and recording stack fall out of the cardholder data environment.

How quickly can we go live on Genesys?+

Most rollouts take a few weeks. The SIP trunk and a configuration session are Paytia's side; your side is a sandbox merchant on the gateway and agent UAT.

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Take secure payments on your Genesys calls

Book a 15-minute demo. We'll show a masked card capture on a live call, walk through the SIP setup against your Genesys estate, and quote against your call volume.

PCI DSS Level 1
Cyber Essentials Plus
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