How It Works

To your agents, PCI-PAL is an easy to use software that appears on screen at the point in a call where card details are taken.

To your customers, PCI-PAL is a secure way to transmit their credit card details using the telephone keypad. 

To your technical people, PCI-PAL is a hosted solution to the contact centre PCI problem.

The first phase of implementation is to arrange for all your calls to run through the PCI-PAL network.  This is done quite simply by moving your advertised telephone numbers to us, or taking new numbers that we would supply. 

With the calls running through our network terminating on your DDIs, we are able to monitor the lines for DTMF / keypad tones.

As a result, at the point where the agent is ready to take a payment from the caller, PCI-PAL is initiated and enters SafeMode.  The system now begins listening out for DTMF entered by the caller.  The agent then prompts the caller to enter the required details using their keypad entering the 16 digit PAN (Personal Account Number), Expiry date, and CVV2 number.  During entry the DTMF tones are suppressed by PCI-PAL and as such are not heard by the agent. 

The PCI-PAL network captures the DTMF tones and immediately translates to data.  The data is instantly encrypted and securely communicated out to your chosen payment service provider that we will integrate with.  No card data is stored on the PCI-PAL system.  All the agent sees are asterisks on the screen as each keytone is entered by the caller, allowing the agent to keep track of their progress. 

The agent remains in conversation with the caller at all times.