What Is Our PCI Agent Assistance? 

Our PCI solution, Agent Assistance, uses technology that intercepts and mutes keypad tones to provide companies with a secure way of handling card payments by phone. 

Agent Assistance will be present in the call and will intervene at the moment the card payment takes place to ensure the interception of any keypad tones or speech from the customer can be done. This will ensure that the agent doesn't have access to card data but will still be able to guide the client through the process.

Rest assured, our PCI system ensures that the customer and agent can maintain seamless communication while keeping sensitive card details, such as the PAN and CSV, safeguarded from the agent or your environment. You can rely on our secure processes to protect your customers' confidential information, allowing for a smooth and worry-free interaction.

By not bringing your clients details into your environment, it brings you out scope with the Payment Card Industry Data Security Standards (PCI-DSS).

When a card payment is required, the agent utilises the Silver Lining PCI portal and prompts the consumer to enter their card details using their telephone keypad.

The agent can see the progression of where the customer is during the process by seeing asterisks appear as they type their information in. This allows for the agent to keep track and provide assistance if needed.

The agent assisting will then hit "process card" button, which then triggers our PCI solution to send the transaction to the payment provider.

No card holder data enters your environment meaning that you maintain PCI compliance.

Our PCI solution will then capture the card details, but will stop them from reaching the agent and your environment.

The line is secure to allow the customers voice through if they need to talk to the agent for assistance. Any other sound, including keypad tones, is removed. Ultimately this will keep sensitive data sperate and scope your environment.