Company: Payten Teknoloji A.Ş. Istanbul, Turkey
Company Description: Payten is a European R&D based payment systems company and a member of the ASEE Group, one of the largest software companies in Europe with more than 3000 employees and operations in 23 countries. Payten Turkiye, with the R&D center located in the Istanbul Technical University, manages the largest online payment network of Turkiye with 27 banks internationally and more than 45000 merchants.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: IVR or Web Service Solution – New
 Nomination Title: Payten Secure IVR Project
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated product or service, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 250 words used.
Interactive Voice Response Payments (IVR Payments) is a technology allowing customers to make payments over the telephone by entering their card data via touch tones. IVR payment services may be self-service or agent assisted.
Payten Turkiye in collaboration with ASEE Turkiye has developed a new solution called Payten Secure IVR, that consists of an IVR system (ASEE solution) and a secure payment system. Being the first in Turkiye, the solution enables companies to collect payments through IVR systems in a Level 1 PCI DSS environment without any exposure of the customer credit and debit card details to any call center application. PCI DSS stands for Payment Card Industry Data Security Standard, and is a worldwide security standard intended to improve the security of card data. It applies to all businesses that store, transmit and process cardholder data. Level 1 is the highest level of compliance.
Payten Turkiye’s Secure IVR solution processes the payment part of the process in the PCI DSS environment without any sensitive data exposure to any call center system/workflow/agent. Customer’s call is directed to Payten’s PCI DSS environment before the card details are entered and once the payment is complete in the secure environment the customer is directed back to the company’s IVR to complete the call. This way the sensitive card information remains only in the PCI DSS environment.
The solution is compatible with all existing IVR solutions and can be sold both as an add-on to any existing IVR system or as a package together with the ASEE IVR solution.
Payten Secure IVR solution is also integrated with Payten’s payment gateway that enables card vaulting as well as smart switching of the payment transactions. Card vaulting ensures secure saving of the credit card information in the Level1 PCI DSS environment enabling one click payments and fast check-out of the users. Smart Switch directs the credit card payments to the best bank/payment option ensuring highest rate of successful transactions and helps to reduce the bank commission costs.
Payten already won the Golden PSM Award with this solution. More info in the last section.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Golden PSM Award (by Payment Systems Magazine): https://www.linkedin.com/feed/update/urn:li:activity:7011975518459695105
CUSTOMER Story Video: (English translation can be provided if needed) https://www.linkedin.com/posts/payten_enerji-aemdemegeaexidi-secureivr-activity-7003299803094786048-7WGE?utm_source=share&
Solution web page: https://www.payten.com/en/offers/for-merchants/loyalty-contact-center-other/payten-secure-ivr/
- If you are nominating a brand-new product or service, state the date on which it was released. If you are nominating a new version of an existing product or service, state the date on which the update was released:
Payten Turkiye developed a brand-new product and launched Payten Secure IVR on November 2, 2021.
- Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Payten Secure IVR solution is the first ever in its kind in Turkiye and is already implemented by Turkey's largest electricity distribution company (CUSTOMER) to server more than 21 million subscribers in all three regional headquarters nationwide. The subscribers can also activate their subscriptions for the first time after this implementation.
Payten Secure IVR benefits for the CUSTOMER:
- Increased payment conversion: Customers can complete their payments faster with Payten Secure IVR. Payten’s Payment Gateway working in the background ensures smart routing of payments to the best available payment system of the CUSTOMER. Card vaulting enables end-users to save their debit and credit card details in the PCI DSS environment to ensure secure and fast check-out during their next payment.
- Security: All sensitive card data is stored in Payten’s Level1 PCI DSS environment.
- Resource maximization: By reducing the agent’s time during transaction CUSTOMER reduces operational costs and prevents human errors and the related complications. Smart-Switch feature of the payment infrastructure offered by Payten enables the CUSTOMER to direct the payments to the best possible bank/payment system automatically resulting in optimization of the bank commission costs.
- Always On Business Operations: Available 24x7 and every day of the year without any agent involvement, end-users can self-serve using IVR to find the information they need and pay any time of the day and from any place without a need of an internet connection.
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