IVR Payment System

Award outcome

Description

The payment card industry (PCI) has data security standards (DSS) to safeguard credit card and cardholder data against breech and other forms of unauthorised access. KCC telephony payments must be PCI compliant and therefore not record the customer card details or sensitive authentication data in the recording of the call or to the advisor. A system is required to ensure card transactions can be completed over the phone. This system must have the following requirements: • Card details are entered via the keypad by the customer and the advisor cannot see or hear the details but can still speak to the customer via an 'agent assist' solution so the advisor can guide the customer through the transaction. • Visible payment portal for advisor to see/hear if transaction successful. • Dual Tone Multi-Frequency (DTMF) call masking (changes the variable keypad tones to flat tones so they cannot be identified). • The system and network are also secure and compliant with firewall and router. • Automated payment line without the advisor where the customer can call the line and complete a payment without advisor intervention but transferable to a live advisor (if available). • Customisable values and call flow/script. • Integrates with existing account and merchant provider. • Integrates with existing telephony provider. • All major cards accepted. • Web payments. • Defined user support channel and available 24/7. • Concurrent or transactional licences (not named). • One-off set up costs defined. • Individual reporting for separate services including refunds. • Multi-merchant account function for individual services. • Email/text notification to customers. Current volumes of payments on the system are estimated to be 1036 per calendar month (average of July 2021 - June 2022 inclusive).

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