Genesys Voice Payment (CE08) for PureEngageCloud

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This topic is part of the manual PureEngage Cloud Use Cases for version Public of Genesys Use Cases.
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Capture payments in your IVR

What's the challenge?

Customers expect convenience and demand data security. They want the option of phone payment with the assurance of cardholder protection. If you don't accept card transactions by phone, you lose money. And if you don't exceed data security standards, you put your customers — and your business — at risk.

What's the solution?

Ensure secure interactions with a PCI-compliant solution that protects credit card data submitted to your automated IVR system or to an agent. Protect against fraud and preserve trust while still providing a flexible customer experience.

Story and Business Context

This functional use case enables companies to use Payment Capture capabilities to provide PCI PA-DSS certified payments out-of-the-box (PCI PA-DSS = Payment Card Industry - Payment Application Data Security Standard). Dynamic treatment is applied so that only relevant questions for the card in question are asked. The use case can be deployed in fully automated or agent-initiated mode.

Use Case Benefits

Use Case Benefits Explanation
Increased Revenue Secure payment capture using IVR enables phone-based sales and collections to increase revenue.
Reduced Deployment Costs Proven, PCI PA-DSS certified application reduces deployment time and cost.
Reduced Penalties and Fines Use of an approved application reduces the risk or penalties and fines for non-compliance.

Summary

Provides the ability to quickly add a PA-DSS certified Payment Capture MicroApp** to a call flow to capture payments. The Payment Capture MicroApp integrates with a third-party payment gateway to complete the payment. The application includes automatic card type detection and applies appropriate rules for collection and validation of the card data. Payments can be agent-assisted or fully automated.

**MicroApps provide a range of capabilities whose functionality is both highly focused and task-based, thus enabling users to quickly get in, interact, and get out of it. In the personal and business spheres, end users clearly benefit from an application interface that is tailored to their specific use case.


Use Case Definition

Business Flow

The following flow describes the use case from the perspective of the main actors, especially customers:

Business Flow Description

  1. A customer is transferred to the payment application by another IVR application (which is outside of the scope of this use case). The requested payment amount is transferred to the payment application.
  2. The system checks whether the Customer has been identified. If not, the customer is routed to a separate application for Identification and verification. This functionality is covered by a separate use case, Customer Authentication (CE07) for PureEngage Cloud.
  3. If identification and verification succeeds, the customer moves to the next step. If not, the customer is transferred to an agent with context.
  4. The system determines if the caller is to pay a predefined amount or if the caller is permitted to enter the amount they wish to pay. If the latter, the system then enables the customer to enter a payment amount. The system checks if the entered amount is within allowed values before proceeding. The system can also allow the caller to choose to pay the full amount.
  5. A voice prompt is played to ask the customer to enter their card details. The following happens:
    • The customer enters their card number.
    • The system checks if it is a valid card number and what type of card it is (the list of allowed card types is configurable). Finally, depending on the type of card, the customer is requested to provide further details (such as expiration date and CVV code).
  6. The system plays back the payment details and asks the caller to confirm so that the payment can be processed. The caller states whether the details entered are correct or incorrect. The option to read back only the last 4 digits of the card number is configurable.
  7. If the caller states that the payment details are incorrect, the system asks the caller which of the previously entered information (such as card number or expiration date) was incorrect. Based on the caller’s choice, the system asks for the information again before returning to the confirmation step.
  8. If the caller states that the payment details are correct, the system accesses the payment gateway or CRM to process the payment. This is either rejected or successful.
  9. If rejected, the customer can re-enter their card details until the maximum number of rejections is met, when the Customer is transferred to an agent with context.
  10. If the payment is successful, Genesys plays an appropriate announcement to the customer and at this point, dynamic information such as a transaction reference or order number can also be played.
  11. The call transfers back and continues in the IVR application. The result of the payment is attached to the call for further processing.

Business Flow

Scenario 2 - Agent Conference

Business Flow Description

  1. A customer is transferred to the payment application by conference from an agent with DTMF (Dual Tone Multi Frequency) clamping enabled. The agent is part of the call. The requested payment amount is transferred to the payment application.
  2. The system checks whether the customer has been identified. If not, the customer is routed to a separate application for Identification and verification. This functionality is covered by a separate use case, Genesys Customer Authentication (CE07) for PureEngage Cloud.
  3. If identification and verification succeeds, the customer moves to the next step. If not, the IVR is removed from the conference, and the customer and agent continue their conversation.
  4. The system determines if the caller is to pay a predefined amount or if the caller is permitted to enter the amount they wish to pay. If the latter, the system then enables the customer to enter a payment amount. The system checks if the entered amount is within allowed values before proceeding. The system can also allow the caller to choose to pay the full amount.
  5. A voice prompt is played to ask the customer to enter their card details. The following happens:
    • The customer enters their card number.
    • The system checks if it is a valid card number and what type of card it is (the list of allowed card types is configurable). Finally, depending on the type of card, the customer is requested to provide further details (such as expiration date and CVV code).
  6. The system plays back the payment details and asks the caller to confirm so that the payment can be processed. The caller states whether the details entered are correct or incorrect. The option to read back only the last 4 digits of the card number must be enabled as the agent is part of the conference.
  7. If the caller states that the payment details are incorrect, the system asks the caller which of the previously entered information (such as card number or expiration date) was incorrect. Based on the caller’s choice, the system asks for the information again before returning to the confirmation step.
  8. If the caller states that the payment details are correct, the system accesses the payment gateway or CRM to process the payment. This is either rejected or successful.
  9. If rejected, the customer can re-enter their card details until the maximum number of rejections is met, then the Customer is transferred to an agent with context.
  10. If the payment is successful, Genesys plays an appropriate announcement to the customer and at this point can also play dynamic information such as a transaction reference or order number.
  11. The IVR is removed from the conference and the customer and agent continue their conversation. The result of the payment is attached to the call for further processing.



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.