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Contact Centre Solutions

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AgentSecure®

Ensure both office and home-based workers can take payments securely.  AgentSecure® is an enterprise-grade, agent-based payments management service that removes agents from PCI DSS compliance scope whether they are working from the office or home. AgentSecure® improves your payment processes, reduces call-handling times and increases cash flow.

AgentSecure® is Australian technology, built by Australians with full data residency.

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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 is a complete solution that enables agents and office staff to process one-off and recurring 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
  • Enables real-time payment capability
  • 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
  • Includes advanced tokenisation with recurring back-end payment capability
  • 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.

Can AgentSecure be used from home?

Yes. AgentSecure enables your call centre agents to work from home and securely take payment without any exposure to credit card data.

 

No additional infrastructure is required other than a softphone to connect to your PBX and access to the internet.

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.

Working securely from home

Give Agents the flexibility to work from home or the office and accept payments securely.

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Can remote workers access AgentSecure from home?

Yes. Call centre agents who are required to work from home due to the Covid-19 pandemic are able to access AgentSecure from home and take payments securely. AgentSecure retains the same functionality whether agents work from home or in the office.

Does AgentSecure require additional equipment to access from home?

There is no additional equipment or infrastructure required to access AgentSecure from home.  The agent only requires a softphone connected to your PBX and access to the internet.

How does working from home impact PCI DSS compliance?

AgentSecure is certified Level 1 PCI DSS compliant. Agents are still PCI DSS compliant if they are working from home as agents are not exposed to customer credit card data in the home environment.

What are the benefits of AgentSecure when working from home?

AgentSecure improves payment security and customer service by ensuring agents can still process payments in real-time without the need to collect credit card details.  The benefits include:

  • Allow work from home agents to process payments securely.
  • Conveys to your customers that you take the security of their data seriously. This, in turn, will improve customer confidence, payment success rates and cash flow.
  • Maintain PCI DSS compliance.
  • No additional complex equipment or infrastructure is required. The agent only requires a softphone to connect to your PBX and internet access.
  • High levels of customer service are maintained as the agents maintain constant contact with customers regardless of location i.e., unlike traditional pay by phone (IVR) services the agent is in constant communication with the payer throughout the process and can guide them to process payments successfully.
  • The services can integrate with incumbent payment gateways or can be deployed with its own payment service.
  • The service can interoperate with a range of telecommunications carriers.
  • Requires minimal change to the customer experience with call centre staff being able to access it from the home or the office.
  • Staff members/agents will not hear, see or process credit card data, thereby enhancing security while minimising fraud exposure in-home office scenarios.
  • Leveraging Australian technology and support, with Australian data residency.
  • Facilitates compliance with APRA CPS 234 and PCI DSS Compliance.

What impact does AgentSecure have on customer service?

Agents that use AgentSecure from the home environment are able to provide a customer experience that is the same as managing calls from a contact centre.

Customers will not recognise if calls are taken at home by contact centre agents.

IVRSecure

IVRSecure is a highly effective IVR overlay security service which facilitates compliance with APRA CPS 234 and PCI DSS security requirements.

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What is IVRSecure?

IVR Secure is a PCI compliant Interactive Voice Response (IVR) payments system that works in with your current IVR infrastructure.

Credit Card data, when obtained via IVR, must be handled in a PCI compliant manner. Many IVR systems do not adequately secure customer credit card data in a cost-effective way i.e. the costs of achieving and/or retaining compliance is high.

IVR Secure provides organisations with significant cost savings by modernising current IVR infrastructure with advanced IVR tokenisation and payment acceptance capability to ensure all credit card payments are captured in a PCI compliant manner.

How does IVRSecure work with my current IVR infrastructure?

IVRSecure is a cloud-based, modern IVR web service that doesn’t require new IVR hardware.  It allows you to modernise your current IVR payment handling as an add-on to your existing IVR systems.

What are the key benefits of IVRSecure?

As a modern IVR web service, IVRSecure has many benefits:

  • IVRSecure enables compliance with APRA CPS 234 and PCI DSS security requirements
  • Easy to deploy
  • Cost-effective as it doesn’t require new IVR hardware
  • Reduces the costs, risks and lead times associated with security and compliance
  • Allows companies to retain their existing infrastructure/capacity and workflow
  • Reduces annual compliance costs
  • It is Level 1 pre PCI DSS certified
  • Delivers multi-bank connectivity, tokenisation and real-time payment processing
  • Can be tailored to meet individual business requirements
  • Australian data residency is assured

IPSI’s IVRSecure, AgentSecure, and hosted IVR services can also be deployed to secure agent call centre based payment processes.

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 which is securely hosted in the cloud.

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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.