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
Enterprise contact centres processing high-volume phone payments for utilities and telecommunications
Insurance companies processing policy payments and claims through phone channels
Healthcare organisations managing patient payment plans and medical billing compliance
Collections agencies requiring PCI compliant payment processing for debt recovery
Government agencies processing citizen payments while maintaining data security standards
E-commerce customer service teams handling phone orders and payment disputes
SaaS companies processing subscription renewals and upgrades via phone support
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.