What is agent assisted transfer?

Agent Assisted Payments enable customers to enter their credit or debit card details without the DTMF tones being heard, seen or recorded by the customer service agent processing the payment. Provides companies with a secure way of handling payments by phone removing them from the scope of PCI-DSS.

To accept automated phone payments, you will need a MOTO (mail order & telephone order ) Merchant Account. Cyprium is an independent Payment Gateway provider, so we have the capability to work with all UK Acquirers and many within Europe. We are able to assist you with finding the most suitable Merchant Account for your business requirements.

We understand each customer has different requirements & budget. We cater for any size company who require a solution for non-card present transactions, whether they are processing a few hundred to many thousands of transactions per month.

We offer a committed level of availability of 99.9% & standard SLA for companies on a budget to a fully redundant mirrored backup facility for larger companies on par with any of our competitors.

We won’t be beaten on price for a like for like solution.

Setup time within one week for standard application.

Our fees represent a fraction of the cost of becoming fully PCI-DSS compliant in a call centre environment.

Call us today on 0330 333 8444 for help or advice or complete our online request form.

The only other time I've seen it say "bank assisted transfer" is if the bank took the initiative to transfer funds if there was a negative balance due

No. If you’re using CardEasy in Agent Assist mode the customer and the agent remain connected to each other throughout the entire conversation, including the payment process. The agent simply provides the customer with a verbal instruction when it is time for them to enter their payment card numbers using their telephone keypad. Some other solutions force the agent to transfer the customer to an automated IVR at the point where they are required to pay. This is a poor experience for the customer and can often lead to abandoned payments, lost orders and an increased call handling time. With CardEasy this doesn’t happen because the agent and the customer remain connected throughout the call.

At the point at which the customer is required to make payment, they simply use their telephone keypad to enter their card details, normally a Primary Account Number (PAN) and security code (CV2). CardEasy automatically blocks the audio towards the agent while the middle six digits of the PAN and the CV2 are captured. This is a unique, patented feature of CardEasy and means that even if a customer reads their PAN or CV2 number aloud whilst entering it using their telephone keypad, it is automatically prevented from being included in call recordings or heard by agents. The agent can be heard by the customer at all times and is notified of the transaction result in real-time via a CardEasy payment page.

Keeping the customer and the agent connected throughout means that the agent can give instructions to the customer, the customer can ask questions of the agent and any problems with the payment can be dealt with immediately. This is useful if, for example, the customer enters their card details incorrectly or if the payment is declined, or in any other circumstance where the transaction is not completely straightforward.

Yes. One of the biggest benefits of the CardEasy solution is that it enables your call center agents and customers to remain connected throughout the call whilst still enabling you to fully comply with PCI DSS requirements. CardEasy’s DTMF masking technology means that the agent is not exposed to the customers sensitive payment card details, whilst also ensuring that these details aren’t captured in call recordings. This is much better than so-called ‘pause and resume’ systems which only prevent the payment card details being captured in the call recording but leave the agent (and the rest of the call center environment) in scope for PCI DSS. Using CardEasy also means that it is not necessary to pass the customer over to an automated IVR system in order to make payment, so offering a much better customer experience.

If you’re taking payment via a traditional IVR system without using CardEasy then at some point in the call flow the customer will be asked to read out or enter their payment card details. If the IVR captures that data then it is in scope for PCI DSS, so switching to IVR payment alone is not enough to de-scope your call center environment from PCI DSS requirements.

CardEasy works in a different way. The IVR prompts the customer to enter their payment card details but the data is captured by CardEasy not by the IVR. While the customer is speaking or typing their card numbers, CardEasy automatically blocks the audio path towards the IVR so that it does not ‘hear’ the payment card data, thus de-scoping the IVR from PCI DSS completely.

There may indeed be circumstances where this is an issue. For example, the customer may be driving or perhaps they have a disability that means they cannot use the telephone keypad. Whatever the reason, CardEasy allows payment card details to be captured by ASR (Automatic Speech Recognition) if the DTMF method is not suitable. The agent can switch from DTMF to ASR capture as and when needed.

Using CardEasy ASR, the customer reads out their card number as normal but the audio toward the agent is automatically blocked as they do so. CardEasy captures the customers speech and automatically converts it to numbers, which are displayed to the agent dependent on a redaction policy.

The only difference between ASR and DTMF capture is that the audio is blocked for the full PAN and CV2 capture when using ASR, whereas it is only blocked for the middle six digits of the PAN and CV2 when captured using DTMF.

Once the customer has entered their PAN, CardEasy performs a BIN (bank identification number) look up to check the issuer of the card and a Luhn check to determine whether the PAN is valid. If this check indicates that the PAN is not valid – either because the customer has made a mistake or because it’s invalid – CardEasy alerts the agent in real-time. Crucially, this happens before the agent attempts to process the payment thus alerting them to potential problems in advance and preventing them submitting a payment which will be declined.

If you’re using a fully automated IVR solution CardEasy performs the same BIN lookup and Luhn check. You can also build some logic into the call flow so that if, for example, the PAN capture fails twice then the call is automatically routed to an agent. The agent can then use CardEasy to take the payment in Agent Assist mode.

Yes – absolutely. CardEasy is available as a fully automated IVR-based solution known as AutoPay. This is ideal for balance payments, donations, subscription services and other regular transactional payments where agent assistance is not required and enables you to take payments 24/7. This is possible either utilizing your existing IVR or the fully hosted CardEasy AutoPay solution.

No. We have many clients who use both. For example, Avon cosmetics offers its representatives the ability to make payments either using an automated IVR system or during a call with a live agent. Where possible, Avon representatives are encouraged to use the IVR system to make payments but if they prefer to make the payment on a call with an agent then they can. This might be because they have a question or something else that they need to discuss with an agent. It can also be because they’re just not comfortable using an IVR system for whatever reason and prefer to deal with a real person. With CardEasy both options are available.

It’s also possible to start with one method and add the other later. Allied Irish Bank is an example of a client who did this, starting with agent assisted payments and adding IVR later.

Agent assist technology is a powerful tool for revenue teams, particularly when it comes to scaling coaching and training efforts. Tailored real-time recommendations allow managers to quickly ramp new reps, increase productivity among existing sales reps and ensure consistent communication across teams.

The roots of agent assist can be traced back to the early days of computer science and artificial intelligence. The goal was to create computer programs that could provide assistance to users in a manner similar to a human assistant.

The first generation of virtual assistants had limited capabilities, mainly being used as automated customer service systems. However, as technology and machine learning advanced, the second generation emerged, bringing with them improved language understanding and the ability to perform complex tasks.

With the rise of smart devices and mobile technology, virtual assistants have become a part of everyday life for millions of people. Today’s most popular virtual assistants can perform a wide range of tasks, from setting reminders and answering questions to controlling smart home devices and playing music.

In recent years, there’s been a growing trend of companies incorporating virtual assistants into their customer service operations (often called agent assist). This allows businesses to boost productivity, which is the top priority for customer service leaders.

Agent assist is revolutionizing the world of customer service. Here are a few examples of ways this technology is being used to streamline the customer experience:

See how RSC Health reps use Revenue.io agent assist technology to answer tough questions during live calls.

When talking to buyers or customers, agents are often faced with questions that they don’t know the answer to. In the past, this required agents to place customers on hold while they search for the answer or even transfer the call. However, with agent assist technology agents can automatically receive the answers to tough questions in real time.

As an example, if a customer asks a tough technical question about the product, an agent assist could use AI-powered voice recognition technology to recognize that a common technical question is being asked and provide an answer in real time. So an agent could automatically receive an answer to a tough question like, “How many custom fields does your managed package create in Salesforce?”

Another example is the scenario where a prospect mentions a competitor on a call, and a new rep is unsure how to move the conversation forward. With agent assist technology, a competitor’s name will instantly trigger a notification with competitive talking points so the rep can respond confidently and steer the conversation back on course.

With the drop we’ve seen in conversations recently (an 11.7% decrease YoY), every single interaction with customers is all the more important. Here are some ways agent assist can make conversations more successful:

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Instead of callers becoming quickly frustrated by speech recognition errors or traditional highly-structured menu options and interaction and transferring out to

The Agent Assisted Payments platform for Call Centre Card Payments is an speed dial the payment platform then transfer the customer to the new, secure call,