SecurePaymentAssistant

CT Integrations is proud to partner with INI to provide a secure way for call center agents to process payments. SPA Increases contact center security by eliminating credit card exposure to agents with a speech-enabled caller interface. The agent receives real-time caller progress updates while SPA collects the payment through voice.

Overview

1. Payment Detail: Opens SPA Widget
2. Secure Payment: Transfers caller to the SPA
3. Payment Status Details: Shows the interactions between SPA and the caller

Payment Status Details

The Status Details will begin appearing once the caller has been transferred to SPA and will update in real-time throughout the interaction. The agent cannot hear the interaction, however, they can monitor it with these updates.

1. Status: Shows the current status of the interaction.
2. Detail: Shows the details of the status.
3. Time Stamp: Shows the time stamp of each status.

You can copy the information in the Status and Detail by clicking the copy icon

Statuses will vary depending on the customer's payment application. These may be custom for the customer.

Transferring a Caller to the Secure Payment Assistant:

With a call currently in progress, open the Payment Detail Tab.

When the caller is ready to make a payment, click the SecurePayment button to transfer the caller to SecurePaymentAssistant.

The agent can see in the softphone that the call has been transferred from line one to line two. The agent cannot hear the conversation.

Agent is on standby while SPA interacts with the caller.

Real-Time progress updates are shown to the agent throughout the call. These updates will vary depending on the payment application. The detail of the status will always be shown.

Upon payment completion, the agent is merged back with the caller on line 2.