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Contact Centre Solutions

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AgentSecure®

Turn your contact centre payment processing into a competitive advantage.  AgentSecure® is an agent based payments management system that removes agents from PCI DSS compliance scope, improves your payment processes, reduces handling times and increases cash flow.

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What is AgentSecure?

Taking credit card payments within contact centres presents many PCI DSS security compliance challenges and fraud risks. The IPSI AgentSecure® service enables agents and office staff to process payments seamlessly in real time without the risks associated with exposure to sensitive credit card data. With the AgentSecure® service no credit card data enters your contact centre environment reducing PCI DSS compliance scope by 90%.

AgentSecure® ensures no credit card data is seen, heard or processed by your agents. The caller enters their card details using the phone keypad secured with DTMF Masking without any interruption to the communication channel between the agent and the customer. Ensuring a seamless customer experience, excellent service and higher payment success rates.

Why choose AgentSecure?

AgentSecure® reduces PCI DSS compliance scope by over 90% and is level 1 PCI DSS certified. It also integrates with existing telephone and payment service providers, is infinitely scalable and can be used within single or multiple sites in Australia or abroad. The service is based on state of the art technology with full-service support, hosting and data residency within Australia.

 

The “AgentSecure®” service addresses:

  • The growing costs and complexity associated with in-house contact centre security compliance
  • Customer service and communication levels are enhanced
  • Leverages a 100% cloud-based service which prevents credit card data from entering your contact centre
  • PCI DSS service compliance
  • Brand, customers and staff protection from fraud
  • Negates the need to invest in additional call recording capabilities or payment gateway providers.

What are the benefits of AgentSecure?

With AgentSecure®, no card data enters your contact centre systems or is seen or heard by agents.  This removes the risk of fraud and the loss of cardholder data as not part of the contact centre is exposed to payment card data.   The key benefits are:

  • Significant reduction in security and compliance costs
  • Level 1 PCI DSS certified
  • Increased customer confidence and payment success rates
  • Potential to reduce call handling times due to the improved payment process
  • DTMF masking is used to secure credit card details
  • Agent stays on the call for the full duration of the call
  • Improved customer service
  • One solution for your sites whether single or multiple, on or offshore
  • All Australian data stays in Australia.

How does AgentSecure help with PCI DSS compliance?

AgentSecure® is already Level 1 PCI DSS Certified which significantly reduces your costs of achieving PCI DSS compliance.  This compliance is achieved by taking contact centre agents and systems out of PCI DSS compliance scope as credit card payment data is not seen or heard by your agents.

With AgentSecure® there is no need to change existing call recording processes as it easily integrates with existing telephone and payment service providers.

The service is flexible and can scale up or down to adapt to the changing needs of your business.

AgentSecure compliant with Telstra's IP telephony network.

AgentSecure® is approved by Telstra and has achieved the necessary compliance requirements for connection to Telstra’s IP telephone network.

AgentSecure® is a SIP proxy-based service which sits between Telstra IP Telephony and the Merchant’s PBX for the purpose of making credit card payments in a PCI DSS compliant manner.

Agent Desktop workflow

Improve your desktop workflow with a customised PCI DSS compliant payment page.
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What is agent desktop workflow?

Our cloud based desktop workflow solutions fits neatly within your current payment environment – while also ensuring cardholder data doesn’t enter your IT system.

The key challenge for merchants is to find a partner with the experience, expertise and flexibility to adapt to specific call centre workflows.

Our flexible solutions enable us to interoperate with existing desktop workflows, securing the call centre capture and then downstream payment processes without the need to store or process credit cards within the merchant’s environment.

Advanced and Highly Configurable

As it with all of IPSI’s services its call center desktop payment pages and iFrames are customisable to meet individual customer requirements, branding, workflows and data exchange requirements.

The service is level 1 PCI DSS compliant to the latest standards.

Multi-Bank Connectivity

IPSI’s services are connected to all of the major banks, thereby offering our customers the benefits of strategic bank independence.

Hosted IVR services

Agents simply forward customer calls to a user-friendly, PCI DSS compliant IVR payment system.

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How can Hosted IVR help?

Make collecting payments easier and facilitate PCI DSS compliance via a security certified IVR payment system.

 

Once payment is required, simply transfer the call to an interactive, user-friendly interface that collects payment for you. IPSI offers two powerful options, a highly customisable hosted IVR service and an advanced IVR web service which can interact with and secure client side IVR infrastructure.

What are the benefits of Hosted IVR?

Hosted IVR services remove contact centre agents from PCI scope allowing customers to make payments without the agent seeing or hearing credit card information.  Some of the key benefits include:

  • Fully automated payment system
  • Level 1 certified PCI DSS compliant
  • Easy integration with existing payment provider and CRM
  • Enterprise-grade reliability, flexibility and scalability
  • Customisable voice talent and scripts.