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
What is Channel Separation technology?+
Channel Separation lets customers enter card details on their phone keypad while the agent stays on the call. The call audio is split during payment entry so agents never see or hear sensitive data — and the customer doesn't have to switch to an IVR or call a different number.
How does Channel Separation protect customer data?+
When it is time to exchange payment details, the call audio between agent and customer is separated. Customers enter card details securely using their keypad while a Paytia voice assistant guides both parties. Agents never see or hear sensitive data but remain connected to the overall call.
Can agents still help customers during the payment process?+
Yes, agents remain on the call throughout the entire process. They can provide support and guidance while the customer enters payment details securely. The Paytia voice assistant provides optimised instructions to both customer and agent.
How does Channel Separation reduce PCI DSS compliance requirements?+
Because sensitive card data never touches your systems, staff, or processes, your PCI DSS compliance requirements are reduced by up to 95%. This eliminates the need for secure 'clean room' environments, pausing call recordings, or extra controls for remote workers.
Is training required for staff to use Channel Separation?+
No training is required. The Paytia voice assistant provides consistent, optimised instructions to both customer and agent during every payment.
Ready to implement?
Learn how Channel Separation can secure your contact centre and reduce PCI compliance costs.
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