Name: Agent Assist for Amazon Connect - How Does it Work?
Uploaded: 2021-06-10T12:53:15.000Z
Duration: 3 min 1 s
Description: Agent Assist for Amazon Connect - How Does it Work?

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Sycurio.Voice - PCI Compliant Phone Payments

### Payment Security
Users consistently praise PCI Pal for its robust payment security features. The general sentiment among reviewers is that PCI Pal excels in providing secure and compliant payment processing solutions. Customers appreciate the simplicity and efficiency of PCI Pal's payment security measures, highlighting the ease of use and the peace of mind it offers in safeguarding sensitive payment information. While some users mention minor drawbacks such as limited integration options, overall, PCI Pal is lauded for its ability to enhance payment security and compliance standards for businesses.

### Compliance Standards
Users appreciate PCI Pal's robust compliance standards capabilities, with many highlighting the platform's effectiveness in ensuring GDPR and PCI DSS compliance. The system's simplicity and expert knowledge from staff members contribute to a smooth and secure compliance process. While some users mention minor drawbacks like a clunky administrative portal, overall, PCI Pal is praised for its ability to streamline compliance procedures and safeguard sensitive payment information effectively.

### Cardholder Data Protection
Users consistently praise PCI Pal for its ability to enhance data security and ensure PCI DSS compliance through robust cardholder data protection features. The reviews highlight that PCI Pal effectively removes the processing of cardholder data via phone, a feat that was previously challenging for many users. Customers appreciate the efficiency and speed at which card payments can be securely processed, instilling a sense of trust and confidence in the protection of their private information. Additionally, PCI Pal's capability to completely remove cardholder data from the environment is lauded as a significant advantage, simplifying compliance efforts and reducing the scope of data handling responsibilities.

### Payment Processing Options
Users consistently highlight PCI Pal's payment processing options as a key strength, emphasizing its ability to streamline payments accepted, process transactions efficiently, and ensure secure handling of sensitive data. The platform's feature for processing manual refunds and accepting various currencies has been particularly beneficial for users, enabling them to conduct transactions swiftly and securely. Additionally, users appreciate how PCI Pal's payment processing capabilities contribute to building trust with customers by safeguarding their private information during transactions.

### Secure Transaction Handling
Users appreciate PCI Pal's secure transaction handling capabilities, particularly its efficiency in processing manual refunds and accepting payments over the phone. The tool's intuitive nature and ease of use within different systems have garnered positive feedback from agents. Additionally, the ability to remove cardholder data processing via phone calls from PCI DSS compliance scope has been a significant advantage for users, highlighting the product's reliability and support.

PCI Pal has proven to be a valuable solution for organizations looking to streamline their auditing process and unify payment processing over the phone. According to users, this platform has enabled customer service teams to seamlessly accept phone orders and integrate with various payment providers, making the process efficient and hassle-free. Furthermore, PCI Pal's adaptability to multi-channel communication channels, including voice and additional options, has been praised by users who appreciate its versatility.

One of the standout features of PCI Pal is its ability to ensure secure payment processing and simplify compliance issues in the contact center space. Customers' sensitive payment details are kept safe, enabling payments to be accepted without exposing any personal information. This not only helps build trust with customers but also facilitates customer requests without the need for additional infrastructure.

Another area where PCI Pal shines is its support for various platforms and systems, such as dynamics CRM and Solgari. Users have reported that this integration allows for fast and secure payment processing, ensuring customer privacy and maintaining GDPR compliance.

In addition to providing a secure payment environment, PCI Pal addresses specific business problems faced by users. For instance, it has resolved escalations involving refunds for transactions over six months old, saving time and resources for businesses. Furthermore, it has made PCI compliance for MOTO payments risk-free and easy, eliminating potential headaches associated with meeting industry standards.

Overall, users find that PCI Pal not only enhances the customer experience but also offers peace of mind by completely removing cardholder data from their environment. This ensures data security while adhering to PCI Compliance standards in IVR applications and contact center payment processing.

Efficient Payment Process: Many users appreciate that PCI Pal provides a simple and comprehensive PCI DSS compliant payment solution, eliminating the need for customers to be transferred to a separate secure IVR. This feature has been praised by several reviewers as it streamlines the payment process, making it quick and easy for both agents and customers.

Expert Support Team: The support team at PCI Pal is highly regarded by users, with multiple reviewers mentioning their responsiveness and helpfulness. Customers specifically mention individuals like Saunders and Reveley who have been instrumental in the implementation process, providing regular updates, proactive communication, and resolving queries promptly.

Seamless Integration: Users find that PCI Pal seamlessly integrates into their contact center environment. With its state-of-the-art platform and technology, this solution can be easily deployed from the Cloud, catering to businesses of all sizes. Several reviewers appreciate how well it works with other solutions like 8x8, enhancing overall operational efficiency.

Clunky Administrative Portal: Some users have found the administrative portal to be clunky and cumbersome, causing frustration during their interactions with the software.

Limited Visibility for Administrators: Users have expressed a desire for more visibility regarding secured connections and failed attempts. They feel that having access to this information would enhance their ability to monitor and manage the system effectively.

Inconvenient Troubleshooting Process: Troubleshooting issues requires users to immediately jump into the edge gateway, which some find inconvenient. This process can disrupt workflow and hinder efficient problem-solving.

PCI Pal is a provider of secure solutions for CNP payments. Their globally accessible cloud products descope the user's company from the requirements of PCI DSS. PCI Pal Agent Assist and IVR Payments use DTMF masking technology to suppress the telephone keypad tones entered by a customer during a financial transaction. And speech recognition technology is a feature of PCI Pal's Agent Assist and IVR Payments solutions, allowing customers to speak their details in a secure way as an alternative to using their telephone keypad.

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PCI Pal

Agent Assist - How Does it Work?

Agent Assist utilises DTMF (Dual Tone Multi Frequency) masking technology, as well as Speech Recognition for customers who can’t use their telephone keypad, to provide companies with a secure way of handling payments by phone without bringing their environments in scope of Payment Card Industry Data Security Standard (PCI DSS).

Agent Assist - Agent Demo

PCI Pal’s secure payment technology ensures that customer card data never reaches your contact centre; helping you to comply with the requirements of PCI DSS. Take a look in greater detail at the technology that sits behind our Agent Assist solution and how you could incorporate the technology in your contact centre environment.

Agent Assist for Amazon Connect - How Does it Work?

When making a payment via the telephone, the customer uses their telephone keypad.  PCI Pal Agent Assist for Amazon Connect captures the tones and masks them, preventing the actual tones from reaching the contact center.

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