Developer Solution: Agent Assist | Calabrio

Agent Assist

Agent Assist from PCI Pal provides organizations engaging with customers via contact centers with globally accessible cloud solutions that ensure conversations are PCI compliant and personal data is protected. Our secure payment solutions are designed for contact centers and businesses taking Cardholder Not Present (CNP) payments. Our globally accessible cloud platform empowers these organizations to take payments securely, via voice and digital channels, without bringing their environments into scope of Payment Card Industry Data Security Standard (PCI DSS) and other relevant data security rules and regulations.

The entire PCI Pal product portfolio is served from the cloud; integrations with existing telephony, digital, payment, and desktop environments are flexible and proven, ensuring no degradation of service while achieving security and compliance. With extensive operations and technical experience in the contact center sector, we uniquely qualified to deliver operationally effective cloud-based payment security solutions to organizations operating on a global scale.


Our core solution, Agent Assist, utilizes DTMF (Dual Tone Multi Frequency) masking technology, as well as Speech Recognition for customers who can or wish to use their telephone keypad, to provide companies with a secure way of handling payments by phone without bringing their environments in scope of Payment Card Industry Data Security Standard (PCI DSS).

We integrate with the call flow and at the point of payment, intercept any keypad tones or speech from the customer. This way the agent doesn’t hear or see the card data, all they see are asterisks on the screen. The customer and the agent can still converse throughout the process but the sensitive card data, the PAN and the CSV, are prevented from reaching the agent or your environment, drastically reducing the scope of PCI compliance.


Customer peace of mind

Consumers are becoming increasingly concerned with data protection practices. Knowing that you take protecting their sensitive card data seriously safeguards your reputation and builds trust with your customers.

Reduced Average Handling Times

As agents and customers remain in conversation throughout the payment process, there are no additional steps in transferring calls to automated payment lines. As voice is still allowed through, they can communicate with the agent should they need to if a mistake is made. This reduces average handling times and decreases abandonment rates.

Less pressure on agents

Because the data never enters the contact centre environment the need for cleanroom environments and the pressure to adhere to strict processes to protect customer data is removed. This coupled with reduced average handling times takes the pressure off your agents.

Integrates with all Payment Providers

Our true cloud-based technology offers a scalable, flexible solution which is completely agnostic and can integrate with all payment providers.

Speech Recognition capabilities

For customers unable to make payment using their telephone keypad, our speech recognition feature allows them to speak their numeric card data instead. None of the data enters the contact centre environment, ensuring calls remain out of scope of the PCI DSS.


Note: By purchasing this solution you agree to the Terms and Conditions and EULAs listed in this solution.


Version: 1
Updated: 09/24/2020


Calabrio Compatible Solution


Agent Assist

Corporate Backgrounder

Office Facilities:
128 S Tryon Street, 21st Floor, Charlotte NC 28202

Coverage Hours: 24/7 Monday to Friday

Hotline: +1 855 4500 560

Support Site:

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