Zoom has partnered with PCI Pal to bring secure payments to the Zoom Contact Center.
PCI Pal Agent Assist and Digital Payments will soon be available for purchase on Zoom agreements, allowing customers to securely process credit card information through Dual Tone Multi-Frequency (DTMF)-masking or Speech technology.
Vi Chau, Head of Product for Zoom Phone and Zoom Contact Center, said:
“We are delighted to partner with PCI Pal to elevate our payment and compliance proposition for our customers.
“PCI Pal’s flexibility and innovation mean we can empower businesses to facilitate payments securely throughout our Zoom CX and Phone portfolio.”
PCI Pal Digital Payments is a payment solution designed to enable secure omnichannel payments for contact centres. With this solution, merchants can take payments seamlessly and with full visibility across various engagement channels such as web chat, WhatsApp, social media, email, and SMS.
PCI Pal Agent Assist, meanwhile, is a safe and secure solution for companies to process payments over the phone without exposing their agents or environments to sensitive cardholder information.
The solution uses DTMF-masking technology or speech recognition to capture the customer’s card details while the agent can still communicate with the customer throughout the process. The payment provider receives the card data securely without it entering the contact centre or phone system, reducing the PCI compliance scope.
Darren Gill, Chief Revenue Officer at PCI Pal, said:
“PCI Pal’s offerings are an excellent match for Zoom’s focus to help people and businesses collaborate and stay connected.
“As a valued, integrated partner, our payment solutions result in an excellent CX and EX for customers and merchants alike, creating a frictionless payment experience. We’re looking forward to working with Zoom today and in the future.”
Zoom’s Contact Center growth
Zoom filed its quarterly numbers earlier this week, revealing more information regarding its CCaaS quest
Zoom added 200 customers to its contact centre install base last quarter, bringing its total number of CCaaS customers to 700. Many of these customers are expanding their relationships with Zoom and using its virtual agents.
Zoom Phone reached approximately 7 million paid seats.
Zoom’s CFO, Kelly Steckelberg, shared this information on an earnings call, stating that it demonstrates customers’ willingness to entrust Zoom with their critical CX and EX processes.
Zoom’s overall revenues continue to grow, reaching $1.137 billion in Q3, up 3% YoY. This growth defies predictions of a slump as its consumer business slowed in the post-pandemic world.
Zoom’s enterprise growth, powered by its Zoom ONE bundles, has filled the expected revenue void. Zoom’s CEO, Eric Yuan, sees CCaaS as a critical catalyst for the next Zoom boom.
“We are extremely excited about our contact centre opportunity,” he said.
“Look at our contact centre. It [has a] modern architecture, [it is] extremely scalable, and applies lots of AI features and innovation speed.
“I think every customer takes the Zoom Contact Center seriously… [and] the feedback is very consistent: “Wow, I did not realise you guys have such a powerful contact centre.”
