Contact centre solutions developer Interactive Northwest (INI) has delivered a new application to enable callers to make payments privately.
The solution, developed in collaboration with CTIntegrations, is called INI SecurePaymentAssistant.
With this solution, INI seeks to address security concerns on payments made through contact centres.
INI SecurePaymentAssistant is a voice-enabled application developed for Avaya contact centres.
Contact centre agents can connect callers to the application for making payments and receive real-time progress updates.
When the caller makes a payment, it places the agent on hold unable to hear or access any payment related information.
The process increasing payment security eliminating the need to share credit card details with the agents.
Once the payment is complete, INI SecurePaymentAssistant reconnects the caller with the agent.
INI president Danette Craig said: “Regardless of how trustworthy an agent may be, giving someone your credit card number over the phone feels risky to most people.
“We designed INI SecurePaymentAssistant to reassure callers that their payment information remains confidential, while still allowing them to continue their conversation with an agent.
“INI SecurePaymentAssistant offers a better customer experience and alleviates awkward financial information exchanges with agents. It also helps protect agents and organisations from accusations of wrongdoing.”
INI SecurePaymentAssistant integrates with the CTIntegrations CTSuite web client. It allows one-click transfers to the payment application and on-screen progress monitoring.