Dual-Tone Multi-Frequency solutions, or simply DTMF, allow
customers to enter their credit card details via their touch-tone phone while remaining
in constant connection with an agent and preserving a personal customer service
experience. This eliminates the verbal
exchange of sensitive data between customers and agents, facilitating full call
recording for quality control purposes.
By eliminating the verbal exchange of data, telephony environments can
be significantly descoped by eliminating the number of systems that credit card
During deep dive technology sessions and whiteboard discussions, there
was also an opportunity to integrate different contact center locations and
telephony systems so that agents could cross-care products during peak call
times and handle overflow calls when needed.
Computer Telephony Integration (CTI) is the foundation for
IntraNext’s product platform, so we readily accepted the challenge.
This utility client provides services to millions of customers and
has multiple data centers that support geographically separated contact
centers. Their telephony systems are complex,
and agents work with multiple billing systems.
The goals of this initiative were very specific:
- Deploy a DTMF solution that could work within both Cisco UCCE and Cisco UCCX telephony environments
- Facilitate customer payments with minimal changes to current
- Integrate with multiple CRM and billing systems
- Provide significant PCI scoping improvements
IntraNext’s SmartSIP® was
implemented on customer-provided servers in the data centers, and the
appropriate VoIP SIP messaging was configured to route through the secure
servers for credit card data capture.
The system was installed with a High Availability configuration, CTI
connectivity was established without incurring any additional ACD fees, and SmartSIP-to-payment
systems were configured.
Our development team customized two payment interfaces, one that
used IntraNext’s DTMF API and created a “zero footprint” environment – no
desktop application was required. The
CRM payment workflows were virtually unaffected –the field where agents
normally entered credit card information was replaced with a “status window”
showing customer progress as they touch-toned their information. Data validation included MOD-10 for the
credit card as well as expiry checks.
The goals for live-operator secure payment handling were met. Due to
system integration and CTI efficiencies of the new system, contact centers are
now able to securely handle cross-product calls for peak times and overflow. This has resulted in lower call handling
times with minimal impact to agent workflows, and the call center ACD and agent
workstations were removed from PCI DSS scope.