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The Payguard® Guidebook

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The Payguard® Guidebook Simple. Secure. Payments. August 2021 - Version 210819AN PayGuard® Guidebook Contents Section 1 - Page 4: Overview - What is PayGuard®? Save time and get the highlights. Section 2 - Page 15: Channels - Use PayGuard® for payments over the phone, by email, web chat, social media, online & in-store. Section 3 - Page 22: Methods - Take payment using PayGuard® via credit or debit card, direct debit or open banking transfer. Section 4 - Page 28: Processes - Use PayGuard’s® Phone Keypad, Payment Link or Manual Entry to process payment data. Section 5 - Page 35: Other Features - Refund payments, schedule subscriptions, automate payment line, multi-currency and more. Section 6 - Page 43: Reporting - Access payment transaction data easily. Page 2 l Fusion Telecom Ltd © 2021 www.payguard.co Contents Section 7 - Page 48: Telephony Integration - Learn the different ways PayGuard® can integrate with your phone system. Section 8 - Page 61: Next Steps - Deploying PayGuard®… timescales, service options and commercial packages. Section 9 - Page 67: APIs - Use PayGuard® from within your own application using our APIs. Section 10 - Page 70: Technical Info - Information your engineers, IT staff and payment experts might want to know. Section 11 - Page 77: Beyond PayGuard® - Learn how we can help you with PBX, IVR, Surveys, Speech Analytics and more. Page 3 l Fusion Telecom Ltd © 2021 www.payguard.co Overview What is PayGuard®? Save time and get the highlights. Simple. Secure. Payments. What is PayGuard®? PayGuard® is a single payment solution for any organisation taking card, Direct Debit or open banking payments from their cus tomers. Take payments over any channel: phone, chat, online, email & social Receive payments by credit & debit card, Direct Debit and bank transfer Fully Compliant with PCI DSS (level 1), GDPR, MiFID II, PSD2 and FCA Set up subscriptions, automate payments Easy to set up, no telephony integration required. Every now and then a new application is engineered that truly makes a difference. PayGuard® is a multiple award-winning financial technology application that ‘just takes care’ of issues organisations face when taking payments from customers. Page 5 l Section 1: Overview www.payguard.co Benefits How does PayGuard® Help Me? PayGuard® helps primarily in three ways: Reduce Cost PayGuard® reduces cost in several areas. Examples include lowering the transaction fee cost through open banking, eliminating compliance costs associated with certain security practices, cutting operating processes and increasing the speed of taking payments which reduces the overall attributable cost per transaction processed. Ensure Compliance Compliance and fraud prevention are of greater concern these days. There is more regulation to comply with and it’s enforced with more vigour. When taking payments organisations are handling sensitive financial data and need to protect their customers and their staff. PayGuard® helps tick your compliance boxes. Improve Operation PayGuard’s® features are accessible through a single, simple interface, so your staff can take all manner of payments, over any channel, quickly from just about anywhere. Your customers will know you have their interests in mind & find paying you easy. Page 6 l Section 1: Overview www.payguard.co Compliance PCI DSS PayGuard® significantly reduces your scope when it comes to compliance with the PCI DSS. Our network is rated to the highest level of the PCI Data Security Standard. This means your annual compliance looks like this: Self Assessment Questionnaire A is applicable (if processing less than 6 million transactions) Completion of the Attestation of Compliance form Huge time and cost savings as no quarterly ASV scan or crippling security processes required Note: Remaining compliant on a day to day basis is much easier to because your network is out of scope, which means a you are not required to conduct an impact assessment each time to make changes to it. The DPA and GDPR PayGuard® also supports your compliance with the DPA and GDPR, reducing the personal liability to your Company Directors and removing the requirement to perform a Data Protection Impact Assessment (DPIA). Page 7 l Section 1: Overview www.payguard.co Taking Payments How do you take a payment with PayGuard® PayGuard® is accessed by most people through a web browser. Staff login using an email and password. From here using the PayG uard® workspace they can take card payments, set up Direct Debits, or initiate bank transfers. Access PayGuard® via almost any web browser Use a Chrome Plugin or Embed PayGuard® as an iFrame Integrate with PayGuard® using our APIs Online Payments: Some of our customers also use PayGuard® for online payments, linking their website to PayGuard’s® payment processing page so they are compliant with the required 3D secure protocol, and so all their payment transactions can be viewed across all channels. Chip ‘n’ Pin: We also have customers that like to take payment in-store or in- person and we supply a range of Chip ‘n’ Pin devices. Page 8 l Section 1: Overview www.payguard.co PayGuard® Workspace Page 9 l Section 1: Overview www.payguard.co PayGuard® Workspace Single Interface Your staff can access all our payment options through a single user interface, on a payment by payment basis. Easy to Use PayGuard® has been designed so that your staff don’t need training in order to make a payment, set up a subscription or complete a refund. Using the comprehensive permissions system, you can ensure your staff see only what they need to. We also have great error handling, useful prompts and tooltips throughout the application to guide users through the process. API PayGuard® has been built using APIs, so if you wish to have PayGuard’s® payment processing capabilities in your application, no problem. Page 10 l Section 1: Overview www.payguard.co | 03333 660 560 Background A Bit About Us PayGuard® is an application developed by Fusion Telecom Ltd, a UK company, based in Covent Garden, London. We have been involved in telecommunications and payments technology for over a decade, developing our first fully automated payment IVR in 2009. PCI DSS Initially, PayGuard® was developed up to help companies taking card payments over the phone comply easily with the Payment Card Industry’s Data Security Standard (PCI DSS). PayGuard® is a PCI level 1 service provider, making it an extremely secure and reliable service, delivering the highest achievable standard of compliance. Where We Are Today PayGuard® has evolved over the years to offer an outstanding array of payment services, helping companies to enjoy a single interface through which they can set up a payment, over any channel. PayGuard® has won multiple awards for its innovative payment technology and it is the first application to offer open banking transfer payments over the phone in the UK. Page 11 l Section 1: Overview www.payguard.co Our Customers Organisations and Contact Centres Our Customers come from differing vertical markets and range from micro businesses to contact centres with over 500 agent seats. “Full of industry insight delivered in a professional, down to earth way. Great products and great people.” Matt from uSwitch - Head of Customer Services “Customer Service and solution delivery has been remarkable” Russell from Thomson Reuters - Engineer “I cannot recommend highly enough the level of professional support that has been demonstrated” Daithi from Zestify - Contact Centre Manager Page 12 l Section 1: Overview www.payguard.co Moving Forward Deployment PayGuard® can take between one to eight weeks to deploy depending on the service options you choose, although two weeks is the average. No telephony integration is required. Flexible contract terms to suit your needs. User experience is simple so your staff can jump straight in. What To Do Now Action Responsibility Time Frame 1. Choose your Service Options Yours 1 day 2. Sign Agreement Yours 1 day 3. Account build and testing Ours Average 2 weeks 4. Go Live Both Page 13 l Section 1: Overview www.payguard.co Channels Payments by phone, email, web chat, social media, online and in-store. Channel Overview Single User Interface PayGuard® provides a single interface through which your staff can take secure and compliant payments: over the Phone via Web Chat by Email via Social Media (like WhatsApp or Facebook) and through any text channel you engage your customers on. In Store and Online PayGuard® supports in store payments, providing you with a choice of Chip ‘n’ PIN terminals, or many use the Payment Link process on a mobile or tablet. As far as online payments go, we can easily integrate with your website to ensure you can process payments easily via credit card, debit card or open banking, and we ensure your online payments are secure and compliant. Page 16 l Section 2: Channels www.payguard.co Over the Phone Choices With PayGuard®, you can take payments in a compliant way, securely over the phone. In fact, there are several ways for you to take payment: Phone Keypad process, also known as DTMF Payment Link process Manual Entry process Automated phone payments Each have their advantages and disadvantages, talk to us to learn which can work well for you. Secure and Compliant Because your staff never see the card or bank information, your staff and facilities are out of scope and you are compliant w ith the PCI DSS in the case of card payments, and with the GDPR in all cases. Page 17 l Section 2: Channels www.payguard.co Web Chat Using PayGuard’s® Payment Link Your customer is ready to make a payment … via Web Chat. In most cases companies are asking their staff to request the customer type in their payment card information, or bank account information, into the Web Chat or make a call. This is not secure & not compliant, leaving you at risk.
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