Payment Assist
Elevate customer trust with
secure payment agent assist
PCI-certified payments made easy.
Reliable.
Compliant.
Secure.
Trusted by forward-thinking companies:
Effortless payments. Security your customers trust.
Build trust with customers, and ensure you’re in compliance when taking credit card payments.
Technology
Ensure privacy during transactions by connecting customers with secure payment processing over IVR.
PCI certified
Nextiva’s secure payment agent assist is PCI certified, keeping your business compliant and risk-free.
Protect data. Gain trust.
Agent to payment handoff
Automated handoff from agent to IVR
Secure transaction
Standard touch-tone inputs for customer interaction
Reconnection
Automatic return to agent after CC transaction is complete
Single screen
Agents can view everything from a single screen
Secure Gateway
PCI-compliant connection to credit card gateway
Progress Alerts
Dynamic agent screen updates indicating customer progress with IVR
Nextiva Capture
PCN (Payment Confirmation Number) captured by Nextiva
CRM Update
Optional PCN number update to CRM record
PCI DSS Certified
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Secure payment agent assist is completely customizable using our workflow engine. -
Agent never sees or hears the credit card number.
Integrations
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Nextiva integrates with various credit card gateways.
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We are not a credit card processor, you still use your bank’s credit card processing service.
How it works
Seamless handoff
As a customer initiates payment, we route them to a live agent for assistance.
- 1 Customer routed to live agent
- 2 Agent presses “CC Pay” button
- 3 Customer routed to IVR (agent cannot hear)
Secure Payment Initiation
Following the agent’s action, the customer is seamlessly directed to an Interactive Voice Response (IVR) system. Here, the IVR interacts directly with the customer to collect necessary payment information while maintaining privacy, as the agent cannot hear this interaction.
- 4 IVR gets secure token from CC gateway
- 5 IVR gathers card # and expiry – from customer
- 6 IVR transmits encrypted data to CC gateway
Secure Payment Processing
The agent initiates the secure payment process by pressing the “CC Pay” button. This action triggers the next steps in ensuring the confidentiality and security of the transaction.
- 7 CC gateway provides PCN success code to Nextiva
- 8 Nextiva writes PCN success code to CRM
- 9 Nextiva transfers customer from IVR back to agent
Payment processing capabilities
Secure payments with data loss prevention
SPAA DLP Overview:
Secure payment agent assist DLP is enabled by several state machine actions using the Nextiva workflow engine
DLP Functions are enabled for systems equipped for SPA
SPAA SLP uses AES encryption
DLP can also be used for:
Redaction of voice recordings
Redaction of transcriptions
Workflow Engine SPAA DLP example
Typical SPAA scenario
This is an example workflow for a typical Secure Payment Agent Assist (SPAA) scenario
Here you can see one of the steps in the workflow is to "Collect PAN" (Primary Account Number)
When you expand that step in the workflow engine, you can see the actions associated with this step
SPAA DLP detail: collect Primary Account Number (PAN) logic step
DLP detail
Here when the "Collect PAN" logic step is expanded, you can see three state machine actions. We will concentrate here on:
SPAA DLP “Play & Collect Digits” workflow action
Collect PAN detail
In an SPAA-enabled system, the "Data Loss Prevention" (DLP) function is available
In the Drop-down you set DLP to "True" or "False”
When set to "True" AES encryption is used for the digits collected
When set to "True" no data is saved in DB or logs (nowhere it can be seen)
SPAA DLP “Save Variable” workflow action
Save variable action
Here, the "Save Variable" workflow action is named as "PAN" indicating its use in saving credit card data
For SPAA, the "Data Loss Prevention" (DLP) is available
In Drop-down DLP set to "True" or "False”
If "True," AES encryption used for saved data
If "True," no data is saved in DB or logs (won’t be "seen”)
Temp. buffer evoked by downstream action (e.g., pass data to payment gateway)
Can use to save data collected in other ways like API or data dip
Additional SPAA
Incoming voice channel
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Uses secure real-time transport protocol (SRTP) -
Uses the AES block cipher
DTMF encapsulation
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Uses RFC-2833
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Transport: HTTPS
CC Gateway connection
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Uses RFC-2833
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Transport: HTTPS
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