Oak Innovation has added a cloud-based payment IVR service to its portfolio, enabling call centre customers to make payments by entering their card data using touch tone digits during an agent assisted call or as part of an automated service.
Called PaymentAssist, the service was developed in resp-onse to reseller demand and simplifies PCI DSS compliance by eliminating the need for onsite installation and de-scoping the office environment from sensitive card data.
"There's no need for agents to work in a clean room or pause and resume call recording," said CTO Phillip Reynolds.
"Payment progress is shown on screen allowing agents to prompt the caller, verify data input and confirm transactions. Multiple agent logins together with concurrent licensing keeps the cost to a minimum."
Reynolds also noted that the SelfAssist option offers a fully automated service. "This bespoke service can be fully branded, is available 24/7x365 and requires no agent involvement," he explained.
"SelfAssist is suitable for organisations with seasonal spikes in payment calls and reduces the cost to a fraction of a traditional call centre transaction."