Feature - PCI Payments

In the sensitive world of contact centers, secure payment handling is paramount. To protect customer data and maintain PCI compliance, it's vital to understand how agents directly interact with customers during payment processes.

In this article we're focusing on the key ways Agents interact with customers and maintain PCI Compliance

Agent Assisted Payments

Agent Assisted payments are increasingly common within the contact centre as the gold standard to not only maintain but reduce PCI compliance. The customer uses their phone to enter their sensitive authentication data, whilst the agent is in constant contact with the customer.


  • Enhanced Security: By minimizing the exposure of sensitive cardholder data to agents and systems, these solutions significantly reduce the risk of data breaches and fraud.
  • Compliance Simplification: They simplify the compliance process with PCI DSS standards by limiting the scope of compliance and reducing the complexity and costs associated with audits and security measures.
  • Customer Trust: By demonstrating a commitment to protecting customer data, businesses can build stronger trust and loyalty with their customers, which is invaluable for long-term relationships.
  • Seamless Customer Experience: They can offer a seamless payment experience to customers, as the payment process is integrated smoothly into the customer service call without awkward pauses or transfers to automated systems.
  • Uninterrupted Call/Screen Recording: These solutions ensure that the call or screen recording can continue without interruption during the payment process, aiding in maintaining comprehensive records and adherence to quality standards without compromising PCI compliance.

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