Payment Card Industry Data Security Standard (PCI DSS) compliance

The customer journey begins when they call your company and reach your IVR.

The customer can be led through several security questions, with answers automatically cross-checked against data within either your MaxContact solution or an integrated third-party solution.

After the customer has passed the ID ad verification stage, a check can be made on minimum payments required or account balances before the customer enters the amount they wish to pay.

The customer will be requested to enter their credit card details for payment. These details will be captured via DTMF from their phone before being read back to the customer via text to speech.

The collected card details will be encrypted and transferred to the payment merchant in real time.

Authorision will be confirmed within a matter of seconds. At this point authorisation codes will be sent to the customer and back office systems will be updated with the relevant information.

At this point the customer is on the phone talking to the agent.

When it comes to the point of the transaction, the agent will initiate Agent SafePay.

The customer will be requested to enter their credit card details via the keypad on their phone. Notably, there is no need to pause the call recording at this point and the agent can guide the customer through the process.

The card details that have been entered are verified for payment by checking the basic information provided.

If the full card details have been entered the agent will be guided to ‘Make Payment’ for the transaction to complete.

Authorision will be confirmed within a matter of seconds. At this point authorisation codes will be sent to the customer and back office systems will be updated with the relevant information.