HostedPCI’s IVR solution is a method for call centers to collect credit card data over the phone. Unlike other IVR solutions that are available, HostedPCI’s IVR solution allows the customer representative to remain on the line with the customer while they go through the process of entering the credit card information. With this solution, merchants can deliver a higher level of customer experience while also remaining secure and reducing their PCI scope all at the same time.
How the IVR solution works
The HostedPCI IVR solution is a 3-way conference call where the call center agent can remain on the line with the customer while they enter the credit card through the DTMF tones into the IVR. This allows for more comfortable customer experience. To maintain PCI compliance the IVR salts the credit card information with additional tones so that the agent and any recording device remain out of scope. HostedPCI also provides solutions for unattended IVR when the call center agent is not available on the line during off-hours. For this merchants can use the same HostedPCI IVR system however in place of the agent their IVR system initiates and conferences the call, from there the customer would enter their credit card details while the HostedPCI IVR salted with additional tones and once complete the HostedPCI IVR would hang up and the merchants IVR would continue with the transaction. The HostedPCI IVR integrates directly with our Payment Vault Tokenization Solution and makes it easier than ever to ensure credit card security.
With the help of our IVR solution, merchants can reduce their scope of PCI by collecting and storing their sensitive data securely within the HostedPCI vault. This provides the merchant with the ability to be PCI compliant without the need of going through the lengthy process of filling out a Self Assessment Questionnaire type D. For more information on the HostedPCI services and how they can work for you please contact us through phone or by filling out our contact us form.
Additional Resource:
Case Studies
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Municipality
This municipal merchant required the ability to accept credit cards from their clients in a PCI compliant way in order to reduce their PCI scope as much as possible. The biggest trouble was to collect the customer’s card over the phone while being able to provide guidance to their clients regarding the transaction process and also collect the card during off-hours with an unassisted IVR.
Insurance
This merchant needed the ability to securely collect and store the credit card information that they received from their customers within their call centres and then send this information along with the customer data over to their designated Payment Gateway to complete the transaction. In this case the merchant had a different merchant account for each of their call centre sites, in total 7 different gateway merchant accounts needed to be configured.