Tualatin, OR & Cedar Park, TX, USA, May 27, 2020 -- Contact center solutions developer Interactive Northwest, Inc. (INI) has partnered with Omni-channel integration provider CTIntegrations to deliver INI SecurePaymentAssistant™, a secure agent-assisted payment application. INI SecurePaymentAssistant is purpose-built to address the security concerns of today's contact center, including work from home agents.
INI SecurePaymentAssistant, which integrates with the Avaya Experience Portal, protects sensitive financial data by placing the contact center agent on hold while the caller makes a payment, aiding Payment Card Industry Data Security Standard (PCI DSS) compliance. When INI SecurePaymentAssistant is integrated with the CTSuite™ web client, agents can launch and connect callers to the voice-enabled payment application, while receiving real-time progress updates at the desktop.
"Regardless of how trustworthy an agent may be, giving someone your credit card number over the phone feels risky to most people. We designed INI SecurePaymentAssistant to reassure callers that their payment information remains confidential, while still allowing them to continue their conversation with an agent," said Danette Craig, President, INI. "INI SecurePaymentAssistant offers a better customer experience and alleviates awkward financial information exchanges with agents. It also helps protect agents and organizations from accusations of wrongdoing."
"CTIntegrations is always looking for ways to enhance CTSuite so that it better serves the needs of today's contact centers," said Ronny Flaatten, CTO of CTIntegrations. "Adding INI SecurePaymentAssistant to CTSuite addresses a key concern our customers are pivoting to support, which is agents working from home in a non-corporate environment."
Posted by Veronica Silva Cusi, news correspondent
About Interactive Northwest Inc:
Interactive Northwest, Inc. (INI) is a provider in developing IVR self-service solutions for enterprise lever contact centers.
About CT Suite:
Founded in 2007, CTIntegrations is an Austin-based software development and system integration company focused on contact center technology. Our highly skilled and certified team of experts provides a wide range of software development and professional services from pre-sale design and engineering to implementation. Our flagship product, CT Suite™, is an innovative, user-friendly agent desktop and omnichannel contact center solution that delivers true out-of-the-box functionality and modular scalability.
Published: Thursday, May 28, 2020
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.