PADLOCK™ – PCI compliant payments with the human touch
PADLOCK is a Payment Card Industry Data Security Standard (PCI DSS) accredited hosted payment processing solution, which builds on the proven security credentials of LOCK™, and adds the reassurance and convenience of the human contact centre agent. PADLOCK uses the power and versatility of storm to provide automated, secure payment by phone while retaining the agent on the line to guide the customer through the process.
The advantage of PADLOCK is that customers feel reassured by the continued presence of the agent, preventing drop-outs at the crucial payment stage of the transaction. Customers can enjoy a full service experience throughout the sales process, with all their queries properly answered. When the time comes to make the payment, the agent asks the caller to enter their details using touchtone inputs. However, because the caller’s voice path to the agent remains active, the agent can continue to provide assistance and encouragement, and if necessary apply corrections, in order to see the transaction through to completion.
- The human agent is on the line, but neither sees nor hears the caller’s payment details, making the system fully PCI DSS compliant and eliminating the risk of transcription errors
- The agent’s presence prevents concerned customers from dropping out of the system
- The agent’s screen interface displays the card details in the form of asterisks, whilst retaining the ability to enable re-entering of data, should the caller make a mistake
- Card details are neither recorded nor logged in the Call Data Record (CDR)
- Optional SMS receipt to the caller
- A more secure form of payment while promoting personalised customer service
- The risk of a security breach is almost entirely eliminated
- PADLOCK requires no capital outlay; hosting costs are manageable and predictable