Agent Assisted Payments Overview
A comprehensive overview of our Agent Assisted Payment solution for contact centers. Learn how agents can securely process payments without seeing sensitive card data, ensuring PCI compliance while maintaining excellent customer service.
Video Transcript
This video demonstrates how Paytia's Agent Assisted Payment solution transforms contact center operations. Our secure payment processing ensures agents never see or handle sensitive card data, maintaining PCI DSS compliance while delivering seamless customer experiences.
Key Features Demonstrated
- Secure card data capture without agent visibility
- Real-time payment processing integration
- PCI DSS Level 1 compliance maintenance
- Enhanced customer trust and security
- Streamlined contact center workflows
Overview
Agent Assisted Payments deliver 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 80% while ensuring Level 1 PCI DSS adherence.
Key Benefits
- Achieve PCI DSS Level 1 compliance for phone payment processing without complex infrastructure
- Reduce PCI compliance scope and audit costs by 75-80% 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
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 Agent Assisted Payment 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 PCI DSS compliance for contact centers?
PCI DSS (Payment Card Industry Data Security Standard) compliance for contact centers requires implementing strict security controls when processing credit card payments over the phone. Agent Assisted Payments achieves Level 1 PCI DSS compliance by isolating cardholder data from agent environments, reducing compliance scope by up to 80% and eliminating the need for complex security infrastructure.
How do I make my contact center PCI compliant for phone payments?
Achieving PCI compliance for phone payments requires either implementing expensive security controls or using a solution like Agent Assisted Payments that removes cardholder data from your environment entirely. Our platform enables immediate PCI DSS Level 1 compliance without infrastructure changes, agent training on data handling, or complex security audits.
What are the best secure phone payment solutions for call centers?
The most effective secure phone payment solutions eliminate agent exposure to cardholder data while maintaining workflow efficiency. Agent Assisted Payments leads the market by providing dual-tone multi-frequency (DTMF) masking, real-time tokenization, and seamless integration with major contact center platforms including Avaya, Cisco, Genesys, and Amazon Connect.
How much does PCI compliance cost for contact centers?
Traditional PCI compliance for contact centers costs $50,000-$500,000 annually including security infrastructure, audits, staff training, and ongoing monitoring. Agent Assisted Payments reduces these costs by 75-80% by eliminating the need for complex security controls, reducing audit scope, and providing automated compliance maintenance.
Can agents see credit card numbers with secure payment processing?
No, with proper Agent Assisted Payment implementation, agents never see or hear credit card numbers, CVV codes, or other sensitive cardholder data. Customers enter payment information directly through secure DTMF tones that are masked from agents, ensuring complete data isolation while maintaining conversational assistance throughout the payment process.
Related Topics
Ready to Get Started?
See how agent assisted payments overview can transform your payment processing operations.