Contact Centers Can Protect Caller Privacy and Curb Fraud with INI SecurePaymentAssistant™
New Interactive Northwest, Inc. (INI) application lets callers make payments privately, then transfer back to the agent
INI SecurePaymentAssistant, which integrates with the Avaya Aura® Experience Portal, protects sensitive financial data by placing the contact center agent on hold while the caller makes a payment, aiding Payment Card Industry Data Security Standard (PCI DSS) compliance. When INI SecurePaymentAssistant is integrated with a third-party desktop, an agent can launch the automated payment application, connect the caller with the application, and receive real-time progress updates at the desktop, without hearing or viewing any payment transaction information. Once the caller is finished making the payment, depending on the configuration, he or she can be reconnected with the same agent, transferred elsewhere, or disconnected.
"Regardless of how trustworthy an agent may be, giving an agent 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, and then let them transfer back to the same agent," said INI president Danette Craig. "INI SecurePaymentAssistant offers a better customer experience and alleviates awkward financial information exchanges with agents. It also helps protect agents and organizations from accusations of wrongdoing."
INI SecurePaymentAssistant features an easy-to-use web administration interface, and allows payments with stored or new credit cards. The caller interface supports both speech and touchtone input, making it convenient for hands-free callers.
INI SecurePaymentAssistant fully integrates with the popular CTIntegrations CT Suite™ web client, enabling one-click transfers to the payment application and on-screen progress monitoring. CT Suite provides an intuitive agent interface which allows multimodal communication channels and integration with Avaya Elite. INI SecurePaymentAssistant can also be custom integrated with other third-party agent desktop solutions.
"CTIntegrations is always looking for ways to enhance CT Suite so that it better serves the needs of today's contact centers," said Ronny Flaatten, CTO of CTIntegrations. "Adding INI SecurePaymentAssistant to CTSuite equips contact center agents with more tools they can use to serve their callers, without requiring them to learn a new system or exit the desktop."
INI SecurePaymentAssistant is now available through INI and Avaya Business Partners. For more features, benefits and information, please visit www.interactivenw.com/
About Interactive Northwest, Inc.
Since 1992, INI has been a leader in developing IVR and telephony communication software. Recognized for its expertise in voice response, speech recognition, CTI, and security, INI delivers effective products that balance the client's infrastructure requirements with the end-users' expectations, resulting in high satisfaction for clients, partners, and end-users alike. INI's software products and services follow a complete implementation life cycle—from solution design and project management to interface development and test, deployment, documentation, training and ongoing support. With its stellar reputation, proven ability to deliver results, and innovative yet highly-stable standards-based products, INI is ready for the next evolution in the ever-changing landscape of contact center communications. For more information visit www.interactivenw.com or contact INI at 1-800-732-3236. Follow INI on Twitter @InteractiveNW (http://www.twitter.com/
About CTIntegrations, LLC
Founded in 2007, CTIntegrations is an Austin-based software and system integration company focused on contact center technology. Our highly skilled and customer centric team are recognized experts in the field of customer experience, application design and CTI. Our flagship product, CT Suite™, is a modern highly efficient and scalable micro-services based architecture, built from the ground up for today's cloud centric deployment models. The platform enables omnichannel communications and a robust agent interface with true out of the box functionality and integration capabilities. Because of its prebuilt widgets and easy to deploy multimedia channels, CT Suite users can realize the business benefits of new capabilities quickly with a rapid ROI. Think big. Start small. Act swiftly. www.ctintegrations.com.