Attended Telephony


The easiest and simplest way of achieving compliance without changing your customer interaction. Card data is input via the keypad on the customers phone and intercepted before reaching the agent to be processed in a certified compliant environment. The agent remains connected to the caller at all times and this removes both the agent and the local network from scope.

Attended Telephony

Why Choose ?


Attended Telephony. An attended transaction solution

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Most popular

Using the telephone to make payments remains the most popular choice with customers and therefore this solution meets least customer resistance.

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Compliant solution

Deployed correctly it meets all of the PCI-DSS current guidelines for telephone-based transactions

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No variable transaction cost

Deployment is based on a fixed infrastructure fee and therefore there have no variable transactions costs

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No compromise in customer experience

Ensures that the contact agent remains in contact with the customer throughout the transaction without compromising your data security.

The Technology

This is an attended telephone based solution where the agent is always present and is the easiest and simplest way of achieving compliance without changing your customer interaction.

Your customers continue to call you in the same way and the agent continues to ask for card payments in the same way as they currently do , the only difference is the customer keys in their card details directly into the phone so the agent does not see them but the payment is processed in exactly the same way.

Card data is input via the keypad on the customer's phone and intercepted before reaching the agent to be processed in a certified compliant environment. The agent remains connected to the caller at all times and this removes both the agent and the local network from scope.

How does it work ?


This is an attended telephone based solution where the agent is always present and is the easiest and simplest way of achieving compliance without changing your customer interaction.

Having the agent available during the payment process enables reassurance and advice to be given, to improve success rates. Callers can be led through the process, with the agent able to monitor activity without being presented with complete card data. Mistakes can be spotted and rectified and refinements to the process made based on agent experiences.

The solution is designed to calls pass through our service and on to the contact centre to be handled by agents (outbound calls can also be handled if the pass through the service). At the point in the call where payment is requested a unique identifier is provided (either manually by the agent, or automatically by a CRM system or payment gateway) which alerts the service and provides a unique identifier to link the payment to the caller.

The agent invites the caller to input their card details and the input is masked upstream of the agent and the call centre. The agent is still connected to the caller and can monitor digit input as a generic tone and via the payment gateway application screen though with the middle digits asterisked. If a mistake is made by the caller, the agent can reset the service, reassure the caller and ask them to resubmit their numbers. Even if the caller reads out the digits as they enter them, the system will ensure they are not heard by the agent, keeping the card data safe. Once captured the information is sent to your payment gateway as normal and the agent is advised if the payment has been accepted or rejected as normal.