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Take payments across channels, including voice, web, mobile, chat or talking to a contact centre employee

The VCommerce service provides a PCI/DSS compliant capability within the CamlinConnect platform enabling trusted and secure omni-channel payment functionality.  Inherently designed to simplify commercials transactions across voice (phone calls), visual (phone/PC browser) text (SMS, Chatbot) and human (contact centre agent) channels, VCommerce meets full Service-Provider level compliance,  enabling Nuamedia to process and manage payments on your behalf.

Nuamedia is PCI DSS 3.2 Compliant 'Service Provider'

Scenario 1: Contact centre agent needs to take a voice payment while on a call to a customer

An agent is talking to a caller and the caller has stated that they are calling from their work desk phone and they want to pay their bill so that they can re-enable a service that has been disabled temporarily.

Challenge:

The caller is not near a web browser or their mobile phone and needs to pay on a landline phone.  They also don’t want to enter or give the agent their credit card details as they are aware that this is not safe.

Reality:

It is not PCI compliant to take payments in this fashion, the agents could listen to DTMF key presses of card information or simply take down the payment details if the caller decides to speak them to the agent.

Solution:

Nuamedia approaches this challenge by providing a cloud based intelligent voice (and visual) solution that has an associated ‘cloud’ phone number that calls can be transferred to on-demand when a payment is needed.

Instead of gathering the credit card details in a non secure way – the agent can instead transfer the call to the Camlin VCommerce automated voice payment phone number using a web app running in their desktop browser. The agent can make sure that the amount and account number are correct and then a button is pressed on the web application in order to transfer the call using the CTI interface on the desktop.

While the call is progressing the agent can monitor the call in the web application.  If your use-case requires a lot of callers going back to the call centre again for further conversation then the most efficient way to do this is to make your agent go to an unavailable/busy state for the duration of the automated call, and if the call needs to get back to that agent then the Camlin VCommerce IVR system can transfer the call back into your call centre with the agents extension attached to the inbound call number – this would enable the call to get back to the same agent after payment.

The agent can also see if the payment was processed properly using the web console and could do whatever processing is required (re-enable account etc.) without even talking to the caller again.

Example Solution

Scenario 2: Caller is talking on a mobile phone to a call centre agent and needs to pay a bill, they would prefer to pay digitally rather than using their voice

An agent is talking to a caller and they have requested that they would like to purchase a product, they would prefer to pay using their mobile phone browser as that is where all their credit card and Paypal details are stored.

Challenge:

Just dropping the caller to a normal web page that has a payment screen in order to get their payment, will not synchronise with the agent so the agent will not know how the payment is progressing and if the caller has paid via the digital device (e.g. using Paypal or Credit Card payment).

Reality:

It is important to take a payment from the caller as soon as possible and therefore providing secure and flexible ways to pay is important.  Therefore it’s very common that companies resort to payment methods that are not PCI compliant because they can’t in any way slow down the ordering process as that loses money.  This is why Nuamedia has concentrated on providing so many methods and channels that make it possible to get payments efficiently and on-demand.

Solution:

The agent can use the Nuamedia provided Assist Assist web application (that runs inside a browser) to send an SMS to the caller to engage them in a shared session where the caller is brought through a simple step-by-step IVR style conversation to confirm payments details and make a payment electronically – either via Paypal or Credit/Debit Card.

The agent can see the progress indicators in their browser and can confirm when payment has been made.  The caller can still be on the line at this stage and talking to the agent as they are progressing through.  The agent can prompt the caller about what to do next, but they will not see the payment details entered.

Example Solution

Benefits

Enable your customers to make digital and voice payments easily, either through a self-service phone number, website, bot or even SMS channel.

Solves the common issues that are faced with all voice payments and how to integrate into existing call centres where agents are already taking non PCI compliant payments on the phone.

Ensures you are compliant with the PCI-DSS standard for credit card transactions.

Provide as many ways to take payment as possible, while plugging the PCI gap that exists when callers phone your company to make a payment.

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