Union+ Live Call - Card Payment Solution

Updated by RM

Union+ is a live telephone payment solution designed for merchants who are looking to secure their customers payment card details to PCI-DSS level 1 standards, specifically where only a small proportion of the calls received or made result in a transaction taking place.

We understand that for many organisations the scale of the undertaking required to secure all calls in and out of their business can be a expensive process, and although there are alternative methods available for taking payments using automated calls such as our Assist solution, there are many compelling reasons to keep the customer engaged and connected to representatives until a transaction has been completed.

Union+ solves this dilemma by allowing representatives to effectively place the caller on hold for a very short period of time and then re-connect to customer via our PCI-Level 1 compliant platform, and therefore ensuring that when the customer enters their card payment details using their telephone keypad those details remain secure during the transaction process.

How It Works

Any agent needing to take payments is supplied with a dedicated Secure number. Should a payment need to be processed during a call the agent transfers the customer to their Secure Number.

The moment the caller has cleared from their line, the Agent instantly dials the same number to be reconnected with their customer.

The process can be done in a matter of seconds, and whilst the customer is waiting for the agent to join the call, a bespoke comfort message can be played.

Once the caller and agent are connected via the secure number, the agent is able to process a card transaction using the standard Virtual Terminal.

System Requirements

Agents will need to be able to perform a network transfer from their existing phone system. We recommend that the solution is not used with CPE phone systems, as the transferred call will be transiting across their network, thus keeping the organisation in scope of PCI compliance.

Each agent will be issued with a dedicated number, and we recommend that where possible, the customer call is presented with their original number, rather than the CLI from the phone system and that the Agent call presents a dedicated CLI and therefore allows the platform to correctly identify each calling party.

If a "hot key" can be configured for both the transferring of customers and agent re-connect, the period a customer is 'on hold' can be greatly reduced.

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