Xelion UK, the multi-award winning cloud telephony provider, can now provide integration with the Encoded Agent Assisted payment solution. Xelion users can integrate Encoded technology to securely take payments from their customers.
Encoded is Level 1 Payment Card Industry Data Security Standard (PCI DSS) compliant and ISO 9001 accredited. In operation at contact centres when the payment stage is reached, the customer service agent activates Encoded’s Agent Assisted solution. Customers are then prompted to use their touch-tone phone for entry of debit or credit card details. They stay connected to an agent who gets real-time on-screen feedback, but cannot see any sensitive card details. The agent can only confirm if payment was approved or declined by the customer’s card provider. This allows a personal service and assists with PCI DSS compliance.
The Xelion hosted telephony service provides business customers with a simple to use cloud-based communications platform that is accessible anywhere, anytime and on any device. With an extensive suite of features, including integration with desktops, mobiles and users’ applications, such as calendars, the Xelion service can be delivered for a simple monthly fee.
For Xelion, Dave Reynolds, UK Managing Director stated, “Integration with the Encoded Agent Assisted payment solution provides increased functionality for our customers who need to take card payments in their contact centre operations. Xelion already offers wallboard operation supporting formulas with KPI information and call-recording as standard. Integration with Encoded secure payment solutions will allow our contact centre customers to reduce costs by automating the payment process, while also lowering the cost of compliance by removing cardholder data from the agent’s view.”
Robert Crutchington, Managing Director of Encoded concluded, “At the core of every contact centre is efficient and effective technology which gives organisations and their employees the base to provide the exceptional experience their customers deserve. This new partnership with Xelion provides customers with the required technology, including a secure card payment solution which is fast to deploy and helps with PCI DSS and GDPR compliance.”
Xelion was founded in the Netherlands by Micha Cohen in 1988. The Xelion cloud-based telephony solution was developed in 2012 to optimise the efficiency and performance of business communication. In 2016 Xelion entered the UK market and Dave Reynolds joined as UK Managing Director.
The company is totally focused on the comms channel with a partner only policy, so there are never any conflicts of interest. The Xelion platform has an open architecture that puts the comms provider back in control, allowing them to build their own comprehensive comms proposition with the flexibility to set their own path and destiny, something no other hosted voice vendor is trying to achieve with the channel.
A major focus for the Xelion development team is the continued integration of Xelion with third-party applications such as Office 365, Power BI, popular CRM packages and many other applications. The vision is that Xelion should be the central hub in the corporate communications of the companies that use it, so it’s more than just a cloud telephony service.