One button. One timer. One result.
An agent-assisted payment is a card payment taken during a live phone call, with the agent on the line the entire time, but where the agent never sees or hears the card number. The customer keys their card details on their own phone keypad. Every keypress makes a DTMF tone, which we replace with a flat sound in real time using DTMF maskingbefore it reaches the agent or the recording. The digits go directly from the customer's handset to our PCI DSS Level 1 infrastructure and on to your payment gateway.
The agent stays where they're useful — answering questions, confirming details, handling the rest of the call. The card data takes a different path, one that never touches your business. That's what "agent-assisted" actually means: the agent is assisting the customer, not handling the card.
There are three ways to take a card payment on a phone call. Two of them put you in full PCI scope. Only one keeps you out.
The customer reads the card number out, the agent writes it down or types it into a terminal, everyone overhears it. The recording captures every digit. Notes, forms, and CRM fields end up holding card data.
PCI outcome: SAQ D. 329 controls. Every recording and workstation in scope. Not where you want to be.
The agent puts the customer on hold, transfers them to an automated payment line, and hopes they come back. Fast for simple payments. Cold for anything that needs a person.
PCI outcome: SAQ A, but the call flow is jarring. You lose the ability to help mid-payment, and drop-off rates climb.
The agent stays on the call. The customer keys their card on their own handset. We mask the tones before they hit the recording or the agent's audio. Conversation never breaks; card data never arrives.
PCI outcome: SAQ A, 22 controls, full human experience. The one we're here for.
Standard call, standard script — up to the moment of payment.
Agent clicks 'Take payment' in your CRM or the Paytia console. Enters the amount.
The customer types digits on their own keypad. Every tone is replaced with flat audio.
Agent watches a progress bar. Approved or declined lands in seconds. Agent carries on the call.
Our scope becomes yours the moment your card data takes our route. The work, the audit, and the evidence sit with us.
| Area | Without Paytia | With Paytia |
|---|---|---|
| Self-assessment | SAQ D (329 controls) | SAQ A (22 controls) |
| Network in scope | Most of your stack | None |
| Call recordings | Redact, pause-and-resume, or isolate | Card-data free |
| Agent training | Mandatory and recurring | None required |
| Audit evidence | Every touchpoint | Proof of integration only |
Anywhere the customer benefits from a human on the line through the payment step.
Agents stay engaged through the capture. Useful for upsell, retention, and complex calls that don't naturally pause.
Patient copays, deductibles, and outstanding balances — where HIPAA-aware handling and human support both matter.
Premiums, deductibles, repayments — where state regulators and the FTC expect strong handling and your agents need to answer questions.
Live fundraising calls, donor pledges, recurring gifts — without a volunteer writing card numbers on a notepad.
It's a card payment taken during a live phone call, with the agent on the line the whole time, but where the agent never sees or hears the card number. The customer keys their card on their own phone keypad. The keypad tones are masked before they hit the agent's audio or your call recording, and the card goes straight to your processor. The agent stays in the conversation — they can answer questions, confirm the amount, upsell, close the deal — but they're never the route the card data takes.
An IVR is fully automated — the customer calls a number, a recorded voice walks them through, no human involved. That's fine for routine, low-value, high-volume payments, but it's a poor fit when the customer needs help or the call has commercial substance. Agent-assisted keeps the human on the line. Same PCI protection either way; very different conversation.
Because the moment a card number lands in your CRM, your call recording, your screen-share session, or your agent's notepad, you're in full PCI DSS scope — SAQ D, 329 controls, an annual QSA assessment, recurring training, secure rooms. Agent-assisted with DTMF masking removes every one of those touchpoints while keeping the agent where they're useful: on the call, helping the customer.
Because the keypad tones are masked before the recording layer, your call recordings stay clean — no card data leaking into a recording someone subpoenas later. Your existing TCPA review process keeps working, and you avoid the awkward 'why was this call recorded with card data in it?' question if a complaint hits the FCC. Healthcare clients also stop card audio reaching systems that touch PHI, which keeps the HIPAA story simpler.
Genesys Cloud, Five9, NICE CXone, Amazon Connect, RingCentral, 8x8, Talkdesk, plain SIP trunks, and traditional PBX. We integrate at the SIP or API layer with no on-prem hardware on your side. Most US deployments go live within a week of a first call — the lift is on us, not your team.
Almost nothing. The agent sees a button in whatever dashboard they already use — Salesforce, HubSpot, ServiceNow, Zendesk, an in-house CRM, or the Paytia console. They click it, enter the amount, and tell the customer to key their card. Approval or decline lands in seconds. There's no script, no new tool, no certification — taking the payment becomes the same shape of task as asking for a ZIP code.
Yes. Agent-assisted with DTMF masking is built for card-not-present telephone orders. We tokenize the card on first capture so the same flow supports one-time payments, recurring billing, payment plans, and follow-up charges through Stripe, Chase Payment Solutions, Braintree, Authorize.Net, Adyen, or Worldpay.
We'll demo it against the same phone system and gateway you already use. Most US businesses are taking live agent-assisted payments within a week.
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