PCI card payments on every CCaaS platform
Platforms we work with
Sixteen contact centre and phone platforms, cloud and on-premise. The method is the same on nearly all of them, which is the point: we don't need anything built inside your platform to keep card data out of it.
| Platform | Covers | How Paytia connects | Agent stays on the call |
|---|---|---|---|
| Genesys | Genesys Cloud CX, Genesys Engage and PureConnect | SIP trunk alongside the platform | Yes |
| NICE CXone | NICE CXone cloud contact centre | SIP trunk alongside the platform | Yes |
| Five9 | Five9 Intelligent Cloud Contact Center | SIP trunk alongside the platform | Yes |
| Amazon Connect | Amazon Connect on AWS | SIP trunk alongside the platform | Yes |
| Talkdesk | Talkdesk CX Cloud | SIP trunk alongside the platform | Yes |
| Microsoft Teams | Teams Phone via Direct Routing | Direct Routing SIP path | Yes |
| RingCentral | RingCX and RingEX | SIP trunk alongside the platform | Yes |
| 8x8 | 8x8 Contact Center and 8x8 Work | SIP trunk alongside the platform | Yes |
| Vonage | Vonage Contact Center and Vonage Business Communications | SIP trunk alongside the platform | Yes |
| Avaya | Avaya Aura, Avaya Experience Platform and on-premise estates | SIP trunk alongside the platform | Yes |
| Mitel | MiVoice Business, MiVoice Connect and MiContact Center | SIP trunk alongside the platform | Yes |
| Cisco | Cisco calling and contact centre estates | SIP trunk alongside the platform | Yes |
| Zoom | Zoom Phone | SIP trunk alongside the platform | Yes |
| Aircall | Aircall cloud phone system | Conference Pay (Paytia joins the call) or Paytia SIP above Aircall | Yes |
| 3CX | 3CX phone system | SIP trunk from a pre-built profile; agent dials 729 mid-call | Yes |
| ContactOne | ContactOne hosted contact centre | Payment capture step alongside ContactOne call handling | Yes |
How a payment works on any platform
- Step 1
Connect Paytia to your platform
Paytia is added as a SIP trunk alongside the platform you already run. Your routing, dial plan and agent desktop don't change.
- Step 2
Agent takes the call as normal
Nothing changes for the agent until the customer is ready to pay.
- Step 3
Start a secure capture
The agent starts a Paytia capture session mid-call and stays on the line the whole time.
- Step 4
Customer keys the card on their phone
DTMF masking replaces the keypad tones in real time, so the card number never reaches the agent, the desktop or the call recording.
- Step 5
Payment confirmed
The digits go straight to your payment gateway. The agent sees the result and carries on with the conversation.
Why masking beats pausing the recording
Pause and resume stops the recording while the customer reads their card number out. It keeps the number out of the recording, but the agent still hears it and still types it, so the agent, their desktop and the network all stay in PCI scope, and it relies on someone remembering to press pause every time. With DTMF masking the customer keys the number instead of saying it, and it never reaches your side of the call at all. There's more on the difference on our pause and resume alternative and DTMF masking pages.
What it does to your PCI scope
Most contact centres that take cards on the phone today fill in SAQ D, which runs to 329 controls. Once card data is captured off your network, most drop to SAQ A, with 22. That's the same whichever platform you run, because the platform never sees a card number to protect.
What going live involves
We set up the SIP connection and run a configuration session with your team. You set up a sandbox merchant account on your payment gateway and let a few agents test it before it goes live for everyone. Nothing in your platform needs rebuilding, so there's no project on the contact centre side beyond that testing. Timings vary by platform and gateway, so we'll give you a date for your own setup on the first call.
If your phone system isn't listed
We can usually still connect. There are three ways in, and one of them fits almost any phone system.
SIP interconnect
A direct SIP connection at carrier level. The agent's experience stays the same and Paytia handles the card capture in the background.
Call forwarding
Calls are forwarded to Paytia numbers, with no rip-and-replace of the telephony you already have.
Conference call
Paytia joins the live call as a third party to take the payment, which suits PABX systems where a SIP change isn't practical.
Questions contact centre teams ask
Which CCaaS platforms support PCI DSS compliant payment capture?+
Any of them can, as long as the card number never enters the platform. Paytia works alongside Genesys, NICE CXone, Five9, Amazon Connect, Talkdesk, Microsoft Teams, RingCentral, 8x8, Vonage, Avaya, Mitel, Cisco, Zoom, Aircall, 3CX and ContactOne. On most of them we connect as a SIP trunk next to the platform, so card data is captured before it reaches your agents, recordings or network.
Do agents have to leave the contact centre platform to take a payment?+
No. The agent stays on the call in the same desktop they use today. They start the capture, the customer keys their card on their own phone, and the agent picks the conversation straight back up once the payment's authorised.
What happens to our call recordings?+
Card numbers never land in them. The keypad tones are masked before they reach the recording layer, so you don't need to pause the recording or scrub it afterwards, and your retention policy doesn't have to change.
Do we need to install an app from the platform's marketplace?+
No. Paytia connects at the telephony layer, on the SIP trunk, rather than as a plug-in inside the platform. That's why the same approach works across so many different contact centre systems, cloud or on-premise.
How much PCI scope does this take away?+
Because card data is captured off your network, most contact centres move from SAQ D, with 329 controls, to SAQ A, with 22. Your agents, desktops, network segment and recording stack fall outside the cardholder data environment.
What's involved in going live?+
Our side is the SIP connection and a configuration session with your team. Your side is a sandbox merchant account on your payment gateway and some agent testing before you switch it on. How long that takes depends on your platform and your gateway, so we'll give you a date for your setup on the first call.
Ready to take secure payments?
Book a demo with our team. We'll show you DTMF masking live, talk through PCI DSS scope reduction, and put together pricing based on your call volume.
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