PCI Pal is a suite of solutions designed to descope your payment environment from the requirements of PCI DSS developed for contact centers by contact center people. CONTENTS About PCI Pal 2 Agent Assist 4 IVR Payments 6 Call Recording 8 Live Agent 10 Legacy Data 12 SMS & Web Chat 14 Secure Cloud 16 OUR ACCREDITATIONS We are committed to providing a first-class service to our clients and are constantly working to stay at the forefront of PCI compliance and best practice.
OUR INTEGRATIONS PCI Pal integrates with all payment providers and is carrier, phone and CRM system agnostic to ensure full compatibility across the board. POWERED BY PEOPLE As the only service provider in the PCI market that has evolved from a contact center business, we re uniquely qualified to deliver the most suitable and operationally efficient solutions for your business. PAYMENT PROVIDERS CLOUD CARRIERS PHONE SYSTEMS CRM PLATFORMS From our network engineers to our consultants, we are contact center people. WE DELIVER: Exceptional project management Smooth operational deployment A flexible and pragmatic approach
AGENT ASSIST Contact centers that take payments over the phone face major operational and technical challenges when handling sensitive cardholder data. PCI Pal s Agent Assist solution allows contact centers to take card payments securely, using DTMF (telephone keypad) capture technology while the agent and customer are in conversation. Less pressure on agents CONFIGURATION OPTIONS PCI Pal s Agent Assist solution can be deployed in various ways. Our flexible, pragmatic approach helps to ensure that our payment solutions do not impact upon your core operational requirements. We ll work with you to understand which deployment method works best for you. FULLY HOSTED There are a number of options for connecting your call traffic to our cloud platform when you need to take payments over the phone. We offer 99.999% voice uptime platform-wide, so reliability and resilience are assured. 0% On Premises 100% Cloud Based HOW IT WORKS Customer enters card details via telephone keypad When a payment is required, the agent opens the PCI Pal desktop application and asks the customer to enter their card details using the telephone keypad. Asterisks are displayed to the agent with a counter showing the number of digits entered. Card data does not reach the contact center The PCI Pal platform captures the keypad tones and masks them as a monotone beep, preventing them from reaching the contact center. The customer s voice is allowed through in the event they need to communicate with the agent. Integrates with all payment providers Carrier, phone system & CRM agnostic Customer peace of mind Reduced average handling time ON-DEMAND Access PCI Pal On-Demand as and when your agents need to take a payment. With On-Demand there is no need to move your call traffic, we simply intercept the payment aspect of the call to ensure PCI compliance. 0% On Premises 100% Cloud Based Payment is processed by your payment provider The agent hits the process card button, which instructs the PCI Pal app to send the transaction to the payment provider. No cardholder data enters your environment, so from a PCI DSS perspective, your compliance footprint is vastly reduced.
HOW IT WORKS Integrated with your existing IVR service Your IVR system would carry out identification and verification (ID&V) and pass the call to PCI Pal when a payment is required. PCI Pal will interact with your IVR IVR PAYMENTS service to reconcile all transaction data. Fully outsourced to our secure With the ever-growing demand for omnichannel payments, customers increasingly expect businesses to provide payment cloud multiple payment and engagement options. PCI Pal s IVR Payments solution empowers your customers to make We can handle the entire IVR flow and incorporate payments 24/7 without speaking with an agent or accessing your website. Payments are handled within PCI Pal s secure cloud and can be integrated with your IVR platform or completely outsourced to us. integrations with your required payment provider and CRM/ customer database. We can even provide your phone numbers anywhere in the world. Professionally recorded voiceovers Callers guided through payment process Payments collected using DTMF/ keypad tones Fully automated Highly resilient, high capacity Once we ve captured the card data, we process the transaction via an integration with your payment provider. Multi-lingual availability Integrates with existing systems PCI Pal will reconcile the payment result back to your environment, allowing you to complete any actions and retain a record of all transactions.
CALL RECORDING Whether it s for quality assurance, training, regulation or complaint resolution, call recording is an essential element of any contact center operation. With tight PCI DSS regulations around post-authorization cardholder data storage, PCI Pal s Call Recording solution will ensure your recording environment is secure and compliant. Call recordings are available in our easy-to-use web portal within one second of call completion and can be retrieved and downloaded from the call log on demand using a multitude of search criteria. We also provide live call monitoring, flagging, automated reporting and call storage in our PCI secure cloud environment. PCI compliant recording PCI secure call storage Recordings available instantly Monitoring questionnaires Listen to calls live Indexed for easy retrieval
HOW IT WORKS Operationally outsource your payment process LIVE AGENT At PCI Pal, we take pride in recommending the best solutions for our clients businesses. We are the only provider in the PCI market that has evolved from a contact center business and for this reason we believe that we are capable of delivering the most suitable solutions for your business. Through our contact center, we offer a fully outsourced PCI secure agent experience. Our contact center allows you to utilize PCI Pal payment solutions as part of an outsourced call handling service. If your preference is to outsource the payment element entirely; or as overflow; or as part of a disaster recovery plan, you can be assured that payments are handled securely using market-leading technology and experienced call handling agents. You can either completely outsource your payment calls to our contact center or choose which calls you d like to handle and those you d prefer to outsource. Agents work from your phone system & desktop environment Our agents can be trained by you to act as representatives of your business and deal with your specific needs. We can also use our own technology to receive calls and process payments to your payment provider. Fully outsource your payment process 24/7 availability of agents Multi-lingual availability Resilient contact center infrastructure Complete visibility over your contact center operation Daily reports are available to all our clients, giving you complete visibility over the outsourced contact center operation and how it s working for you.
HOW IT WORKS Legacy Voice Recordings We scan your electronic call recordings and use speech LEGACY DATA analytics technology to identify recordings that have been contaminated with spoken card data. Meeting ongoing PCI compliance requirements can often be the easy part, but how can companies ensure the security of legacy cardholder data information that was collected before PCI Pal s solutions were adopted? Legacy data can take many forms, but voice recordings are the most common, which many businesses need to store for a number of years. The PCI Pal legacy suite ensures archived call recordings and electronic documents are just as secure as the real-time data you re capturing. Legacy Document Scanning The PCI Pal Legacy Docs solution is able to search databases for a wide range of image files and locate documents containing cardholder data. Segregate, Delete or Redact Having identified the contaminated data, you are able to Store historic data securely Maintain existing processes either segregate or delete the information. We can even help you redact the data so you can store the original file with the Meet FCA requirements Protect data across various channels card data removed.
SMS & WEB CHAT Through our experience across the contact center space, we know that customers increasingly expect to be able to interact with brands via multiple channels. SMS and web chat are key components of omnichannel communication and require secure mechanisms to enable customers to make PCI compliant payments. SMS and web chat are convenient ways to communicate with customers and take payments, which is especially appealing to companies who wish to take orders during busy sales periods or for transactions where customers might prefer not to speak to an agent like debt recovery or collection environments. Our secure payment solutions integrate easily with your chosen technology provider s systems, so there s no need to duplicate or reformat any previously completed work. Convenient payments Operationally efficient Fast payments Omnichannel delivery Payments on the move Integrates with existing systems
SECURE CLOUD As well as securing payments, Secure Cloud is a virtualized environment capable of integrating with any telecommunications carrier or third party contact center provider. We already have a diverse range of integrations with third party platforms, including global, market-leading contact center telephony vendors, payment providers and CRM systems. Secure Cloud s SLA provides 99.999% voice uptime, even for partner services. In keeping with our pragmatic approach to operational deployment, we aim to allow Secure Cloud users the flexibility to use any phone system, carrier or CRM platform. GET IN TOUCH +1 866 645 2903 info@pcipal.com 1 Cornhill, London, EC3V 3ND United Kingdom Ultra resilient Meets PCI DSS requirements High capacity handling Globally available