Virtual Terminal Agent Assisted Payments

Agent Assisted Payments by Cyprium enables customer service agents to process card payments on a live continuous call without the sensitive card details being stored on your systems, reducing time & money on becoming PCIDSS compliant..

What are Agent Assisted Payments

Agent Assisted Payments allows customers to enter their credit or debit card details without the DTMF tones or callers voice being heard or recorded by the customer service agent processing the payment. Provides companies with a secure way of handling payments by phone removing them from the scope of PCI DSS.
The customer and the agent remain in conversation throughout the entire process, but the sensitive card data is prevented from reaching the agent or the client’s systems.

How does it work

agent

Your agents answer the call in the normal way & enter the callers details apart from the long card, expiry date & security number in to the web-based portal which can easily accessed through a desktop, tablet or mobile device.

step2

At the point where the customer is required to enter the long card number, you transfer the caller to our PCIDSS secure platform by means of a pre-configured three digit transfer code.

step3

The caller is prompted to enter their long card number, expiry date & security number. The agent cannot hear the DTMF digits of the card details being entered or the caller reciting the numbers, but the caller can still hear the agent if there are any issues & the agent can see the transaction being processed on screen.

step4

If necessary, the caller can break out of the transaction at any time to speak to the agent & deal with any problems.

step5

Once the caller has finished entering the card details, the system submits the information to the payment gateway. If the transaction is successful both the merchant & the caller receive confirmation & can continue their conversation or alternatively try another card while remaining on the same call.

Description of Services

We have two solutions for Agent Assisted Payments which is dependent on your current telecom’s infrastructure, number of sites or simply the preference of solution.

 

Non-geographic Numbers Version

Network based call management platform providing incoming & outgoing call solutions negating the need for new telecoms equipment, changes to infrastructure or re-configuring your existing phone system to provide this service. The NGN number sits on top of your current landlines or phone system & is available with additional routing features:

Place Caller on Hold
Menu Options
Call Queue, Music on hold, Queue Position
Call Divert
Voicemail to Email
PCI Call Recording
Call Centre Options & various other routing features.

 

Hosted SIP to SIP Version

We re-configure your existing hosted handsets to enable your agents to transfer the call to our PCI compliant payment platform. Only handsets which may be used to take a payment will be affected.

Re-configuring your handsets does not cause any disruption to your current system & in fact we don’t need to supply new handsets or install any new telephone system, nor do we need to transfer your calls & lines. You can remain with your existing provider/s for all your telecoms infrastructure.

However, we can also provide agent assisted payments as part of a brand-new hosted, standard phone system or contact centre solution from Cyprium & our partners.

Cyprium provides wholesale payment solutions to many telecoms providers in the UK who are unable to provide IVR Payment Solutions.

 

Both the NGN & Hosted versions allow you to place the caller on hold while your agents enter the caller’s details into the web-based portal. Alternatively, you can configure your current database or CRM to pre-fill the customer form for accuracy & to save time.

 

Key Benefits

  • Continuous live conversation with customer when taking payments
  • DTMF tones & callers voice are silent when card details entered
  • Removes your company from the scope of PCIDSS
  • Cloud based product, so no onsite equipment or software is required
  • We don’t need to take control of your telecoms infrastructure so you can stay with your current providers
  • No storing or processing information on your systems.
  • Multiple agent’s logins
  • Non-payment calls don’t need to be routed through the payment platform
  • Real-time reporting
  • Payment Gateway Level 1 PCIDSS Compliant v3.2
  • Calls routed over Tier 1 platform
  • Payment platform SLA level of 99.999% uptime
  • Integration with Payment Service providers

 

Transactions and Reporting

The Merchant Management System is designed to provide real time transaction information generated from the Payment Gateway. Payment information can be made available to you in real time, by email, daily data feed or viewed using a powerful browser based online portal. This system allows you to view Call Logs, Payments, Failed Payments, Abandonment Report and Process Refunds.

Additional Features

Tokenisation

Tokenization is the process of replacing sensitive card data with unique identification symbols that retain all the essential information about the data without compromising its security. Customers only need to register their card details once saving time on regular payments. No sensitive card details are stored.

Recurring Payments

Recurring payments are automatic payments to authorise and collect charges immediately. This amount is deducted on the due date of every billing cycle, such as weekly, fortnightly, monthly etc. Customer don’t have to worry about the late fees or failed payments as they do with a failed direct debit.

SFTP Integration

Secure File Transfer Protocol (SFTP) ensures data is securely transferred using a private & safe data stream allowing you to upload & validate customer information to negate errors & save time.

API Integration

An application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool. Our platform is compatible with many different API’s or we can provide help or guidelines for a bespoke API if necessary.

Merchant Accounts

To accept automated phone payments, you will need a MOTO (mail order & telephone order ) Merchant Account. Cyprium is an independent Payment Gateway provider, so we have the capability to work with all UK Acquirers and many within Europe. We are able to assist you with finding the most suitable Merchant Account for your business requirements.

We won’t be beaten on price for a like for like solution.

 

Prices

Entry level prices. Transaction fees are dependent on volumes. Monthly fees dependent on simultaneous calls & SLA required.

Monthly Service Charge: £100- £195

Transaction fee depending on volumes: 20p-40p

Standard setup fee for ready-made service: £295
Additional development requirements: POA

High call volumes & simultaneous calls:
Each account will be allocated a set number of channels to transfer calls to the payment platform dependant on projected call volumes. Cost for additional channels if required is £10 per month but this is offset by lower transaction fees for high call volumes.

Incoming NGN call charges only: 030, 01/02 & 08 numbers – We will beat or match any customers existing tariffs. We can provide new or port existing numbers to our platform & offer more features than your current provider.

Our fees represent a fraction of the cost of becoming fully PCIDSS compliant in a call centre or any size office environment.

Call us today on 0330 333 8444 for help or advice or complete our online request form.

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