PCI Pal, a global provider of cloud-based secure payment solutions, has adeed Speech Recognition capability for both its Agent Assist and IVR Payment solutions.
PCI Pal’s customers now have the option of allowing callers to securely speak their credit card details over the phone, while PCI Pal securely processes the data and prevents it from entering the company’s environment.
The introduction of Speech Recognition as a feature of PCI Pal’s Agent Assist and IVR Payment products means that businesses taking Cardholder Not Present (CNP) payments within their contact centres can now offer their customers an additional secure and accessible option when paying for products and services.
When payment is required, the customer simply reads out their credit card details, or can use their telephone keypad, when prompted by an agent or IVR to do so. Customers now have a choice in how they provide their payment information, with the added advantage of an accessible option, which is ideal for people with physical disabilities who may find typing difficult, painful or impossible.
To ensure security when sensitive data is spoken on a live call, PCI Pal prevents the caller’s voice from reaching an agent. The data is captured by PCI Pal without the agent hearing or seeing it, and from there the payment data is instantaneously sent to the payment provider for processing. Throughout the entire process, the agent is able to stay in conversation with the customer – meaning they can give assistance and feedback throughout the interaction.
James Barham, CEO of PCI Pal, said: “Speech Recognition has come a long way in the last five years, and we felt that now was the right time to launch this capability to give our partners and customers the choice of secure data capture methods during a live call. Having focused our efforts on building the most advanced, globally available, true cloud environment for securing payments, I’m very pleased that we are adding this feature to that platform as part of our Agent Assist and IVR products.”