PCI DSS compliant solution

Connecting Wales utilises the industry-leading solution PCI Pal to offer secure payment solutions for Cardholder Not Present payments. Customisable, scalable and reliable, with 24/7 support from our dedicated service desk and 99.999% uptime.

Secure cloud payment solutions

Connecting Wales offers PCI DSS compliant solutions. We work with the industry leading secure cloud payment and data protection providers to offer secure payment solutions for Cardholder Not Present payments.

Our range of solutions enable you to take citizen payments securely by phone, by IVR or by any digital channel; whether your agents are working from the contact centre or remotely.

Our solutions provide public sector organisations with a secure way of handling payments by phone, IVR or digital without bringing their environments in scope of PCI DSS. Our solutions integrate with all payment solutions providers.

Phone Payments

Our Level 1 PCI DSS certified solutions are built around your contact centre and processes. We integrate with the call flow and at the point of payment, utilise DTMF (Dual Tone Multi-Frequency) masking technology to intercept any tones as they are entered by the citizen on their telephone keypad. This way the agent doesn’t hear or see the card data. The citizen and the agent can still speak throughout the entire process, but the sensitive card data does not reach the agent, or your environment.

IVR payments

Our integrated IVR Payments solution enables your citizens to securely make payments 24/7 without speaking to an agent or accessing your website. Completely integrated with your existing IVR, our IVR Payment solution helps meet citizen demand for omnichannel payments. Payments are handled within PCI Pal’s secure cloud and integrate with your existing IVR solution.

Digital Payments

Secure payment options via webchat, WhatsApp, social media, email or SMS. Agents can take payments from citizens via any digital channel. Our technology ensures these channels are descoped from the requirements of PCI DSS whilst retaining operational flexibility to engage in conversations with citizens in whatever way suits your organisation.

PCI compliance for remote agents

Enable your agents to take payments from anywhere

With many contact centre agents now working from home our PCI Remote Working solution gives organisations the ability to securely handle credit and debit card payments, while also complying with PCI DSS rules.

As a cloud-based solution, Connecting Wales’ PCI Remote Working solution is quick to deploy, typically live within 48 hours, and provides a solution for homebased contact centre agents who are using non-centralised telephony, such as mobile phones, landline telephones, remote extensions on PBX systems, or Voice over IP platforms, such as Microsoft Teams or Skype for Business.

PCI Remote Working enables card payments to be securely handled using DTMF masking technology. Citizens input their card information using their telephone keypad when prompted by the adviser, and the information is automatically transmitted to the Payment Service Provider (PSP) for authorisation. No cardholder data is exposed to the homeworking agent or enters your organisation’s environment, meaning the scope of PCI DSS is vastly reduced.

1. Peace of mind for citizen

2. Safe and scalable

3. Carrier, phone system and CRM agnostic

4. Reduce the scope of PCI DSS

5. Reduce Average Handling Time (AHT)

6. Reduce pressure on agents

7. Fully automated

8. Multiple languages supported