Overview
Route callers into a secure IVR for card capture while agents stay on the line.
Problem
Recording card numbers creates PCI scope and compliance risk; manual muting is error-prone.
Solution
VoiceLink integrates with PayStream to auto-pause recordings, mask tones, and resume after authorization with a tokenized result.
How it works
Add a “Pay by phone” action to agent tools. Flow transfers caller to hosted payment IVR, returns approved/declined status, and stores only tokens—not PANs—in activity history.
Who is this for
Billing/Collections
Compliance Officer
Support Manager
Expected outcomes
- Remove PAN from recordings and transcripts
- Shorter handle time for payments
Key metrics
Payment AHT
Baseline
600 seconds
Target
360 seconds
Recorded PCI data incidents
Baseline
3 count/qtr
Target
0 count/qtr
Gallery
Downloads & templates
Case studies
UtilitiesCo de-scopes contact center
Automatic pause/mask removed PCI data from artifacts.
Energy Enterprise APAC
Security impact
- Payment tokens, authorization result; no PAN stored · PII: yes (billing contact)
Compliance
- PCI-DSS (scope reduction via pause/masking)
- SOC2 (confidentiality)
Availability & next steps
Business
Enterprise