Simple and Secure Payment Processing in a WFH World

By Leslie Blanke | April 24, 2020
Positive Customer Experience

Simple and secure has never been more important to a positive customer experience than right now.

When it comes to your contact center’s payment collection system, customers want to feel confident that the payments they make through your contact center are secure, even when your agents are working from home and the security risk can be exponential. To keep payment transactions secure while still providing helpful service means your agents should be available to assist throughout the payment transaction, but without access to sensitive cardholder data.

Amid unprecedented COVID-19 volume spikes (and expected long-term volume fluctuations as the world manages the effects of the pandemic into the future) keeping transactions simple for agents is as important as it is for customers.

Our payment system integration with Key IVR delivers customer and agent ease and security through:

Agent-assisted Payments. Agents can take credit card payments securely over the phone without hearing or seeing sensitive cards details.

Seamless Customer Experience. Customers stay connected to agents throughout the transaction process for a more helpful, high-touch and efficient experience.

Integrated, Easy to Use Platform. Works with Serenova’s CxEngage contact center solution with no on-site installation required; Agents don’t have to launch a new browser to access; Unified reporting includes call logs and payments collected.

Secure Call Reporting. CxEngage automatically starts, stops and pauses call recording so no payment information is captured.

Best-in-Class Security

Serenova’s integration with Key IVR delivers a fully integrated payment collection system that’s seamless, full-service and compliant with the Payment Card Industry Data Security Standards (PCI DSS).

PCI-DSS is a set of security standards designed to ensure all companies accepting, processing, storing or transmitting credit card information maintain a secure environment. Serenova and Key IVR are PCI DSS Level 1 compliant, the highest level of certification for PCI payments.

How It Works

  1.  With just a web browser from any laptop or desktop, work-from-home (WFH) agents access the PCI DSS Level 1 secured payment platform through a dedicated dashboard in CxEngage.
  2. Agents prompt customers to enter credit card details securely via telephone keypads. Agents can’t see, hear or store sensitive card data.
  3. Screen and call recordings are fully secure. Dual Tone Multi Frequency (DTMF) tones are suppressed, and the real-time dashboard only shows partial numbers as customers enter their information.
  4. Agents follow the entire process using their dashboards, providing assistance as required to fully support customers. They are alerted by the platform when the payment is completed successfully.

 Why Key IVR

 Key IVR provides secure cloud payment solutions to organizations and contact centers across the globe, protecting hundreds of businesses and their customers. We chose to partner with Key IVR not only for its innovative technology and highest security standards, but for its reputation for the highest level of customer care, a hallmark of the Serenova brand.

Simple and Safe When Needed Most

As the world tests the safety of a gradual and measured re-opening of business and resumes—to varying degrees—regular activities and routines, there will undoubtedly be starts, stops and restarts. For contact centers, that means heightened customer anxiety and uncertainty. As a result, there will be an increased need for positive, high-touch customer experiences for brands to retain long-term loyalty.

Confidence in payment transactions—especially amid a worldwide economic downturn and personal financial strain— will be more critical than ever. Whether your agents are working from home or are back in your contact center, Serenova and Key IVR’s payment collection system will deliver the security and seamless experience required to maintain customer confidence and deliver optimal customer experience.

To learn more about adding our secure payment collection feature, contact us for a demonstration, or download our Key IVR technical brief.

 

 

 

 

 

 


Leslie Blanke is Sr. Vice President of Product Management at Serenova.