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Payment Solutions for Contact Centres

Secure credit card payment processing for contact centres

 

Our Payment Options 


Self-Service Payment IVR

Customers can make secure payments anytime, without the need for agent assistance. Our self-service IVR payment system promises smooth transactions while freeing up agents to handle more complex queries.

Agent SafePay

Allow your agents to take payments securely while maintaining customer trust. Agent SafePay ensures cardholder data security by preventing sensitive payment details from being seen or heard by agents



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How the IVR Tool for Collecting Payments Works

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Inbound call enters the IVR

The customer journey begins when they call your company and reach your IVR.

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Identification and verification

The customer can be led through several security questions, with answers automatically cross-checked against data within either your MaxContact solution or an integrated third-party solution.

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Check balance

After the customer has passed the ID ad verification stage, a check can be made on minimum payments required or account balances before the customer enters the amount they wish to pay.

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Collecting card details

The customer will be requested to enter their credit card details for payment. These details will be captured via DTMF from their phone before being read back to the customer via text to speech.

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Processing the payment

The collected card details will be encrypted and transferred to the payment merchant in real time.

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Authorising the payment

Authorision will be confirmed within a matter of seconds. At this point authorisation codes will be sent to the customer and back office systems will be updated with the relevant information.

MaxContact Agent SafePay

MaxContact’s PCI-DSS Level 1 Compliant Solution will allow customers to enter their credit card details using their keypad, which protects all card data from agents and takes your call centre out of scope for compliance. When card information is being entered, the SafePay solution masks tones using DTMF and the card details are passed straight to the payment merchant, avoiding the need for agents to see the card details or to read them out at any point.

How the Agent SafePay Solution Works

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Live phone call

At this point the customer is on the phone talking to the agent.

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Start of Agent SafePay

When it comes to the point of the transaction, the agent will initiate Agent SafePay.

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Entering of card details

The customer will be requested to enter their credit card details via the keypad on their phone. Notably, there is no need to pause the call recording at this point and the agent can guide the customer through the process.

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Verification

The card details that have been entered are verified for payment by checking the basic information provided.

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Making the payment

If the full card details have been entered the agent will be guided to ‘Make Payment’ for the transaction to complete.

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Authorising the payment

Authorision will be confirmed within a matter of seconds. At this point authorisation codes will be sent to the customer and back office systems will be updated with the relevant information.

Why Choose MaxContact’s Payment Solutions?

PCI-DSS Compliant – Secure payments with full industry compliance to protect cardholder data.

 Improved Customer Experience – Quick, hassle-free transactions improve satisfaction and trust.

Increased Productivity – Automate payments and reduce call handling times.

Hassle-free Integration – Easily integrates with existing contact centre and CRM systems.

Fraud Prevention – Protect customer data with advanced security measures.

 

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Future-Proof Your Payment Processing

 

With MaxContact’s Payment IVR and Agent SafePay solutions, your contact centre can improve its security, increase productivity, and follow compliance while delivering an exceptional customer payment experience.



See how MaxContact can help
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MaxContact’s ease of use has allowed us to quickly onboard new campaigns, and seamlessly run multiple campaigns at once for different clients.

Vilma Alvarenga
Contact Centre Manager, Chameleon Customer Contact

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We were looking for a vendor that we could truly partner and scale with. Working with MaxContact has enabled us to do just that. We know if we have a question, or a new idea, then the MaxContact team will work with us to deliver.

Matthew Walton
Chief Sales & Marketing Director, Symmetry HR

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We were able to set up the system on our own without having a dedicated IT person but we were also deeply impressed with the MaxContact technical team who took the time to understand our business and provide a solution scoped to match our business objectives.

Michael Mckeand
Founder Director, Health CX