Channel Separation Overview

This video demonstrates how Paytia's Channel Separation technology separates the voice channel from the payment data channel during agent-assisted telephone payments. See how agents can guide customers through the payment process while card data is captured securely via DTMF tones, never visible or audible to the agent.

Key features demonstrated

• DTMF masking in real-time during live calls
• Agent screen shows payment progress without card details
• Customer enters card data via phone keypad
• PCI DSS Level 1 compliant throughout
• No pause-and-resume of call recording needed
• Works with existing phone systems

Key benefits

• Achieve PCI DSS Level 1 compliance for phone payment processing without complex infrastructure
• Move from SAQ D (329 requirements) to SAQ A (22 requirements) through data isolation
• Process secure phone payments without exposing agents to cardholder data
• Connects to Avaya, Cisco, Genesys, and other contact centre platforms
• Eliminate card data breaches and associated regulatory penalties
• Maintain agent efficiency with faster payment workflows
• Enable real-time fraud detection and transaction monitoring
• Support multiple payment methods including credit cards, debit cards, and ACH
• No training required - voice assistant provides consistent instructions

Common use cases

Technical integration

Channel Separation works with most contact centre platforms — Avaya, Cisco Webex, Genesys Cloud, Amazon Connect and Five9 are the common ones — via standard APIs and webhooks. During the payment step, the customer's audio is separated so card digits never reach the agent or your recording system. Card data is tokenised on capture and encrypted in transit and at rest using AES-256. The platform is PCI DSS Level 1 certified.

Frequently asked questions