Many types of customer interactions require a payment to be processed during a live call and with agents working from home, their employer isn’t in complete control of the working environment. Conversations can be overheard from another room and written information left on a desk can be easily viewed by someone else. All of these things can make customers uneasy about giving an agent their card number over the phone. Now there is an option to keep the workflow process the same, adding automation to handle the credit card payment processing.
INI SecurePaymentAssistant™ is an application for Avaya contact centers which enables organizations to securely process payments from callers without agent intervention.
Developed in close partnership
How it Works
SecurePaymentAssistant™ protects sensitive financial data by placing the agent on hold while the caller interacts with the payment application.
Integrated desktop controls allow agents to launch the automated payment application, connect the caller, and receive real-time status updates as to the caller’s progress in the INI SecurePaymentAssistant interface.
When finished, callers can be reconnected to the same agent, transferred elsewhere or disconnected based on the preferred configuration.
SecurePaymentAssistant offers organizations the security they need with the convenience callers want
Touchtone and speech-enabled caller interface
Payments with stored or new credit cards
Seamless integration with CT Suite web client agent interface
Real-time caller progress updates to agent
Post-payment handling to transfer or end the call
Web Services API to backend payment processing services
Easy-to-use web administration interface
Transactional reporting on a per-call basis
SecurePaymentAssistant in action
Eliminates credit card exposure to agents
Increases contact center security
Implements best practices to help mitigate risk
Increases customer satisfaction and confidence
Provides caller’s payment progress visibility to agents