Virtual Terminal Agent Assisted Payments

What are Agent Assisted Payments

Agent Assisted Payments enable customers to enter their credit or debit card details without the DTMF tones being heard, seen 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 PCI-DSS secure platform by means of a pre-configured 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, but the caller can still hear the agent if there are any issues & the agent can see the transaction being processed on screen.

step4

The caller can speak to the agent at any time to deal with any problems. If necessary the agent can edit the call, change any details & the caller can try different cards ensuring the transaction can be completed in one call.

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.

Setup and Configuration

  • Available as a simple single agent standalone solution to a fully loaded hosted solution with Call Centre applications.
  • Various options on how we deliver the incoming calls to your Office, Call Centre or Homeworkers.
  • Works with standard phone systems, Hosted, Cloud & SIP
  • Integration with CRM’s, Orders/Booking Systems
  • Non-geographic network solution with call routing features include:
    – Place Caller on Hold
    – Menu Options
    – Call Queue,
    – Music on hold,
    – Queue Position
    – PCI Call Recording
    – Call Centre Applications

 

Key Benefits

  • Continuous live conversation with customer when taking payments
  • DTMF tones masked when card details entered
  • Removes your company from the scope of PCI-DSS
  • Cloud based product, no onsite equipment or software is required
  • Remain with your current providers for inbound & outbound routing & calls.
  • 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
  • We can provide the Payment Gateway or integrate with your current supplier
  • Calls routed over Tier 1 platform
  • Committed level of availability in excess of 99.50%
  • Integration with all Payment Service Providers
  • APIs to facilitate CRM’s pre-fill of customer portal form, upload & validate customer information

 

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.

 

Rates & Fees

We understand each customer has different requirements & budget. We cater for any size company who require a solution for non-card present transactions, whether they are processing a few hundred to many thousands of transactions per month.

We offer a committed level of availability of 99.9% & standard SLA for companies on a budget to a fully redundant mirrored backup facility for larger companies on par with any of our competitors.

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

Setup time within one week for standard application.

 

Our fees represent a fraction of the cost of becoming fully PCI-DSS compliant in a call centre environment.

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

 

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