Channel Separation Overview
A comprehensive overview of Paytia's Channel Separation technology for contact centers. Learn how the audio path disconnects during payment entry while agents hear hold music and progress messages, ensuring PCI compliance and complete call recording continuity.
Video Transcript
This video demonstrates how Paytia's Channel Separation technology transforms contact center operations. Our secure payment processing disconnects the audio path during payment entry while agents hear hold music and progress messages, maintaining PCI DSS compliance while ensuring complete call recording continuity.
Key Features Demonstrated
- Audio path disconnection during payment entry
- Hold music and progress messages for agents
- Complete call recording continuity
- PCI DSS Level 1 compliance maintenance
- Prevents bad actors from requesting card repetition
- Built-in system training
Overview
Channel Separation delivers enterprise-grade phone payment processing for contact centers, eliminating PCI DSS compliance burdens while maintaining agent productivity. This secure payment solution enables call center agents to process credit card payments over the phone without seeing or handling sensitive cardholder data, reducing compliance scope by up to 95% while ensuring Level 1 PCI DSS adherence through advanced audio separation technology.
Key Benefits
- Achieve PCI DSS Level 1 compliance for phone payment processing without complex infrastructure
- Reduce PCI compliance scope and audit costs by up to 95% through data isolation
- Process secure phone payments without exposing agents to cardholder data
- Integrate seamlessly with existing contact center platforms (Avaya, Cisco, Genesys)
- Eliminate card data breaches and associated regulatory penalties
- Maintain agent efficiency with streamlined 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 centers processing high-volume phone payments for utilities and telecommunications
Financial services call centers handling secure credit card payments and account management
Insurance companies processing policy payments and claims through phone channels
Healthcare organizations 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
The Channel Separation platform integrates with leading contact center solutions including Avaya, Cisco Webex, Genesys Cloud, Amazon Connect, and Five9 through certified APIs and webhooks. The system supports ISO 20022 payment messaging standards, maintains SOC 2 Type II compliance, and provides real-time tokenization with 256-bit AES encryption for all cardholder data transmission.
Implementation Process
Enterprise deployment follows a structured 3-phase approach: Phase 1 (Week 1-2) includes technical integration and API configuration; Phase 2 (Week 3-4) covers agent training and workflow optimization; Phase 3 (Week 5-6) involves compliance validation and go-live support. Our certified implementation team ensures seamless integration with existing CRM systems, reporting platforms, and contact center infrastructure.
Frequently Asked Questions
What is Channel Separation technology?
Channel Separation is a Paytia secure payment technology that allows customers to enter card details using their phone keypad while the agent remains on the call. The call audio is separated during payment entry, ensuring agents never see or hear sensitive data while maintaining a seamless customer experience.
How does Channel Separation protect customer data?
When it's 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, ensuring security without disrupting service.
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 optimized instructions to both customer and agent, ensuring no gaps in conversation or confusion about the process.
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, optimized instructions to both customer and agent during every payment. This guarantees a professional process every time with no gaps in conversation or recordings, and no chance of card details being spoken aloud.
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