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New Features and Enhancements

Contact Safe-Pay 

Contact Safe-Pay enables organisations to achieve PCI DSS compliance by preventing agents being exposed to payment card data. The agent will be able to send a secure payment request to a customer via an email or SMS link. This capability must be enabled in the Gamma Portal for each company that wishes to receive or make payments. 

Administrator set up 

Contact Safe-Pay can be purchased from the Manage Bolt-Ons section of the Gamma Portal. Each agent wishing to use this functionality will require the appropriate bolt-on.  The reseller will also have access to the Payment Gateway Portal from where they can set up the company’s Payment Service Provider (PSP) details. On successfully completing the PSP setup, the reseller will be provided with some credentials, which must be added to the company details in Horizon Contact.  The company can then set up payment queues. Administrators will also be able to set up text blocks for email and SMS.  

Available Payment Service Providers (PSPs) 

 We have added the following PSPs to Contact Safe-Pay:

  • Worldpay 
  • Stripe 
  • Opayo (formally known as SagePay) 
  • RealEx 
  • Barclays ePDQ 
  • Secure Trading 
Please send any PSP requests to Horizoncontact@gamma.co.uk and we can investigate the feasibility of this. 

Processing a payment 

Agents that have been assigned the payments bolt on will be automatically assigned the Agent Payments Role in Contact. Enabled agents will have access to the payments queue and see the payments option in the agent interface. When a payment needs to be processed, a user can select a payment type of Receive, Refund or Pay. They will enter the payment amount and explanation, before selecting to send the payment link in an email or SMS.

Agents need to be configured to send emails and/or SMS in order to send links via these channels. Sending an SMS link will be charged at standard rates. All active payments will be accessible in the payments queue. Agents will be able to view these emails/SMS in the email/SMS reports. Agents will also be to cancel links where a payment has not yet been taken.  

Adding card details 

Once the customer clicks on the link, they will be taken to a secure payment portal to enter their card details. The agent will be able to see when the customer is filling out their details in real time. Once the card details have been submitted, agents will have visibility of this in the payment queue. 

Payment Reporting 

Administrators will be able to set up payment queue reporting, which will allow them to create: 

  • Safe-Pay payments report: This report shows an overview of all payments.  It can be filtered by agent or queue 
  • Safe-Pay agent report: This report shows how many payments have been processed by each agent 

Other Enhancements 

Numbers with multiple contacts attached 

We have updated the functionality for when one phone number is used for multiple contacts. This will now work as follows: 

  • When adding a call to the queue, if the CRM has the same number saved to two different contacts, then check for a number match. If there is a match, then add the first contact that has that number in the queue. 
  • In queued calls (Call queue and Omni queue), show the contact name. 
  • When presenting a call to the agent, show the contact. The agent should still have to confirm the contact. 
  • Add the contact name to the call history. 
  • When a call comes in, the matched contact selected to show is the one that was created most recently. 

Setting calling number in outbound call flows 

Users will now be able to set a calling number in an outbound call flow that will be the number presented on the end phone.  

Wrap-up 

We have made the wrap-up timer more prominent, so agents don’t easily miss this and run out of time.