Industries › Financial services
Take card payments securely and handle sensitive conversations with care.Take card payments securely and handle sensitive conversations with care.
Customers calling about a missed payment reach someone who already sees their account and last conversation. They can pay by card without the agent hearing the details, and if they need extra support, a trained adviser takes over on the phone, webchat or WhatsApp.
Customers calling about a missed payment reach someone who already sees their account and last conversation. They can pay by card without the agent hearing the details, and if they need extra support, a trained adviser takes over on the phone, webchat or WhatsApp.
Customers calling about a missed payment reach someone who already sees their account and last conversation. They can pay by card without the agent hearing the details, and if they need extra support, a trained adviser takes over on the phone, webchat or WhatsApp.
MAIA · Conversations
What MAIA does with itCard payments over the phone that agents never hear. Ciptex Pay is PCI DSS 4.0 compliant.Card payments over the phone that agents never hear. Ciptex Pay is PCI DSS 4.0 compliant.
Keypad tones masked
Keypad tones masked
Customers key their card number on their own phone. The agent hears flat tones and carries on the conversation.
Customers key their card number on their own phone. The agent hears flat tones and carries on the conversation.
Card data out of the call
Card data out of the call
Card details are captured off the call, never shown to the agent and never stored in the recording.
Card details are captured off the call, never shown to the agent and never stored in the recording.
Vulnerable customers reach a trained adviser sooner.
Vulnerable customers reach a trained adviser sooner.
Vulnerable customers reach a trained adviser sooner.
MAIA picks up signs of difficulty in what a customer says or types, such as a lost job or a payment they can’t make, and hands the conversation to an adviser with everything said so far.
MAIA picks up signs of difficulty in what a customer says or types, such as a lost job or a payment they can’t make, and hands the conversation to an adviser with everything said so far.
MAIA picks up signs of difficulty in what a customer says or types, such as a lost job or a payment they can’t make, and hands the conversation to an adviser with everything said so far.
Picked up on any channel
Picked up on any channel
The same signs are spotted on calls, webchat and WhatsApp.
The same signs are spotted on calls, webchat and WhatsApp.
Handed over mid-conversation
Handed over mid-conversation
The adviser sees what has been said and carries on from there.
The adviser sees what has been said and carries on from there.
Support needs remembered
Support needs remembered
A note about vulnerability stays on the customer’s record, so the next agent adjusts from the first hello.
A note about vulnerability stays on the customer’s record, so the next agent adjusts from the first hello.
One record of every conversation, ready for audits and complaints.One record of every conversation, ready for audits and complaints.
Quality and compliance teams can open any customer and see what was said, what was agreed and who handled it.
Quality and compliance teams can open any customer and see what was said, what was agreed and who handled it.
Quality and compliance teams can open any customer and see what was said, what was agreed and who handled it.
One timeline per customer
One timeline per customer
Calls, chats, messages and payments sit in order on the same record.
Calls, chats, messages and payments sit in order on the same record.
Outcomes written as they happen
Outcomes written as they happen
Each conversation closes with what was agreed and who agreed it, ready for a file review.
Each conversation closes with what was agreed and who agreed it, ready for a file review.
Complaints answered from the record
Complaints answered from the record
When a complaint comes in, the recording and notes from that conversation are already on the customer’s record.
When a complaint comes in, the recording and notes from that conversation are already on the customer’s record.
Connects to your CRM and case management. 30+ ready-made RACE plugins.Connects to your CRM and case management. 30+ ready-made RACE plugins.
Advisers work in one window with your CRM, case management and payment systems connected, and each outcome is written back to the system it belongs in.
Advisers work in one window with your CRM, case management and payment systems connected, and each outcome is written back to the system it belongs in.
Advisers work in one window with your CRM, case management and payment systems connected, and each outcome is written back to the system it belongs in.
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Can customers pay by card over the phone without the agent hearing the details?
Yes. With Ciptex Pay, customers key their card number on their phone keypad and the agent hears flat tones while the call carries on. Card details never reach the agent, their screen or the call recording, and Ciptex Pay is PCI DSS 4.0 compliant.
Can customers pay by card over the phone without the agent hearing the details?
Yes. With Ciptex Pay, customers key their card number on their phone keypad and the agent hears flat tones while the call carries on. Card details never reach the agent, their screen or the call recording, and Ciptex Pay is PCI DSS 4.0 compliant.