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.

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.

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. Companies also send customers a link to their website payment page, and this prevents staff from assisting further and increases the abandon rate. Using PayGuard’s® Payment Link feature, your staff log into PayGuard®, set up the payment amount (and schedule if required), then they generate a one- time link that can easily be copied directly from within PayGuard®, and pasted into the Web Chat.

Customer Journey The customer journey is simple, and this process can be used for Credit & Debit Card payments, Open Banking payments and Direct Debit payments.

Page 18 l Section 2: Channels www.payguard.co Email

The Problem

Your customer is ready to make a payment … via Email. Organisations understand that asking their customers to type in their payment information, card or bank information, into an email is not secure and not compliant. Most customers are opposed to sending their credit card or debit card information via email. To combat this, companies either provide their customers a link to their website to pay, or alternatively ask them to pay over another channel (such as the phone). The problem is that the link to the website is not explicit (it doesn’t for example, have the amount pre-populated), and sending them to another channel simple passes the compliance buck as well as often creating an annoying barrier for customers who in some cases will not complete their purchase.

The Solution PayGuard’s® Payment Link feature solves the above problem, allowing your staff to se t up the payment amount (and schedule if required), then they generate a one-time link that can easily be copied directly from within PayGuard®, and pasted in to an Email, or alter natively you can enter the payer’s email address directly into PayGuard®. The customer journey is simple, and this process can be used for Credit & Debit Card payments, Open Banking payments and Dire ct Debit payments.

Page 19 l Section 2: Channels www.payguard.co Social Media

Using PayGuard’s® Payment Link Your customer is ready to make a payment … via Social Media. Organisations are well aware that asking their customers to type in their payment information, card or bank information, into a social media message is not secure and not compliant. Most customers are opposed to sending their credit card or debit card information via email. Using PayGuard’s® Payment Link feature, your staff log into PayGuard®, set up the payment amount (and schedule if required), then they generate a one-time link that can easily be copied directly from within PayGuard®, and pasted into the Social Media service through which you are communicating with your customer.

Customer Journey The customer journey is simple, and this process can be used for Credit & Debit Card payments, Open Banking payments and Direct Debit payments.

Page 20 l Section 2: Channels www.payguard.co

Methods Take payment via credit or debit card, direct debit or open banking transfer. Method Overview

Single User Interface

PayGuard® provides a single user interface through which your staff can take the following payments:

Credit and Debit Card Payments

Direct Debit Payments

Open Banking (transfer) Payments

These payment methods all have their advantages and disadvantages … speak with us to learn more.

One Size Doesn’t Fit All

PayGuard® understands your customers will want to pay in different ways, and that your organisation is unique in the products and services it offers. That’s why we offer different methods that are all easily accessible through the same user interface, all owing your staff to set up, process and manage payments that work for you as well as your customers.

Page 23 l Section 3: Methods www.payguard.co Credit and Debit Cards

Credit and Debit Card PayGuard® allows you to process PCI DSS compliant credit and debit card payments over any communication channel, including the telephone, web chat, email and social media.

Payment Gateway

Use PayGuard® as your payment gateway and we can lower your payment transaction fees as well as provide a better customer ser vice. It’s simple to set up and can consolidate your payment services under one roof. Alternatively, if you are wedded to your existing payment gateway (such as WorldPay, SagePay or Stripe), we can integrate with them, so you don’t have to change. We are integrated with 42 Payment Service Providers in the UK, and over 120 worldwide.

Channels

By using PayGuard®, you can bring all your card processing channels together to make auditing and reconciliation much easier. Take payments over the phone, online and in-store via our chip ‘n’ pin terminals and see all transactions processed over these channels in a single report.

Page 24 l Section 3: Methods www.payguard.co Direct Debit

Direct Debit

PayGuard® allows your staff to set up Direct Debit payment schedules from within the same user interface that they can take c ard or open banking payments. This gives you organisation the flexibility and control to take payments in the manner that works for you and your customers. PayGuard® can capture the bank account information from your customers using any of the following processes:

Phone Keypad

Payment Link

Manual Entry

GDPR Compliance

With restrictions on the storing and processing of financial data under the GDPR, your organisation has a legal responsibilit y to adhere to the new Data Protection Act that encompasses the GDPR, and that also extends the liability to Director’s personally up to the tune of £500,000. By setting up Direct Debit payments using PayGuard®, your organisation can collect the bank information in a compliant way, p reventing the need for audits, lowering the scope for fraud and dramatically reducing back office administration.

Page 25 l Section 3: Methods www.payguard.co Open Banking

What is Open Banking?

In its simplest form, it’s a bank transfer. A Faster Payments bank transfer to be exact, from your customer to you. Normally, a customer would need to obtain your sort code and account number, set up a new recipient in their banking app, the n receive a call to approve the new recipient, then make the transfer by typing the amount, the date … and then confirm the details are correct. Now, using open banking through PayGuard®, making a transfer is as easy as making a card payment.

The New Normal All banks now, by law need to provide a ‘secure back door’ that allows regulated technology companies to set up payments, making the whole process a LOT easier for both businesses and customers. Open Banking means you can easily set up a bank transfer for your customer, and they simply need to login to their banking app, tap to confirm the payment, and hey presto!

No Chargebacks Because Open Banking is in effect a bank transfer, a customer must call your organisation if there is a dispute and follow yo ur dispute process. This significantly reduces fraud risk and that in turn significantly reduces cost, for the bank, for you and for you r customer. It’s a true win, win …. win!

Page 26 l Section 3: Methods www.payguard.co

Processes Phone Keypad, Payment Link or Manual Entry to process payment data. Process Overview

Single User Interface

PayGuard® provides a single user interface through which your staff can take the payments in the following way:

Phone Keypad

Payment Link

Manual Entry

Each of these payment processes have their advantages and disadvantages … speak with us to learn more.

Flexibility

PayGuard® endeavors to ensure it has the flexibility to adapt to whatever works for you. While others will try to shoehorn your processes into their constraints, PayGuard® has a variety of processes to make sure that you stay secure and compliant, whilst taking payments over the channels, and in the ways, that work for your customers.

Page 29 l Section 4: Processes www.payguard.co Phone Keypad

DTMF Tones

The Phone Keypad process allows your staff to collect sensitive financial information from your customers in a fully secure and compliant way. The customer, when prompted over the phone by your staff, enters their credit or debit card information (in the case of a card payment), or their bank account information (in the case of a Direct Debit) using their telephone keypad.

Great Customer Experience Everyone knows how to dial a phone number, so everyone can use this method easily. The customer continue to talk to your staff throughout the process so call recording need not be paused or turned off, and your staff can see the digits as they come in. We have error handling built-in so if the customer makes a mistake it is easily rectified.

Telephony Integration PayGuard® needs to capture the tones as the customer types numbers into their telephone keypad, and therefore PayGuard® needs to be integrated with your telephone system to do so. There are several options, so whatever your requirements, contractual commitments or existing integrations PayGuard® has the right integration option for you.

Page 30 l Section 4: Processes www.payguard.co Payment Link Process

Send a Link

Using the PayGuard® interface, staff can set up a payment (or payment schedule), generate a one-time secure link which is then sent to the customer over any communication channel, including SMS, Email, Web Chat and Social Media. Within the PayGuard® interface either you can send the link to the customers smartphone by entering their phone number and clicking ‘send’, or you can enter their email address. Alternatively, you can copy and paste the link into web chat, social media direct messaging, your own email system, or any other text-based communication platform.

3D Secure Phone Transactions Use Payment Link to have the customer go through a 3D Secure card transaction over the phone. This significantly reduces your gateway and acquirer fees as the transaction is no longer deemed ‘CNP’, or an insecure ‘Cardholder Not Present’ transaction.

No Telephony Integration Required Not only is Payment Link comparable in terms of ‘ease-of-use’ for your customers and your staff to requiring customers to use DTMF for card entry, but Payment Link doesn’t require any telephony integration. This means you can get up and running quickly.

Page 31 l Section 4: Processes www.payguard.co Payment Link Interface

Page 32 l Section 4: Processes www.payguard.co Manual Entry

Most Used Today

Organisations taking card payments and direct debit payments today most commonly use the Manual Entry process to collect and enter payment information into the payment processing system. This, in almost all cases is not secure, not compliant and puts your staff, your company and your customers at risk.

How to be Compliant There are ways to be compliant using the Manual Entry process however, and the PayGuard® team can work with you to ensure that where the Phone Keypad and Payment Link processes aren’t suitable, you can securely revert to the Manual Entry process and continue to take the payment.

A Good Way to Start Many businesses use Manual Entry through PayGuard® to get started, as staff are so familiar with this common process of taking payments. The other payment processes can then easily be added as staff become familiar with the PayGuard® UI. Manual Entry is also used as a back-up to the other processes on those rare occasions where a customer requires this due to a disability or other vulnerability issue.

Page 33 l Section 4: Processes www.payguard.co

Other Features Refunds, subscriptions, automation, multi-currency and more. Other Features Overview

Lots Going On!

PayGuard® has many other features that have been designed by users like you. Here are a few:

Refunds

Subscription payments

Automated payments

Multiple Currencies

Multiple Gateways

Prescriptive Permissions

PayGuard® is a modular, flexible application that can be prescribed to suit your specific needs. Speaking with our team, they can help tailor PayGuard® so that is solves the specific challenges your sector and your organisation need to meet.

Page 36 l Section 5: Other Features www.payguard.co Refunds

Permission Based Refunds

PayGuard® allows those who have been granted the permission by the administrator, the ability to process refunds easily. After using either the quick search or the advanced search, your staff find the transaction they wish to refund. On the Refund Screen (shown opposite), your staff can enter either an amount, or a percentage of the payment value, to refund. It’s quick & simple, eliminating human error and providing an outstanding experience for your customers.

Built in Confirmations After your staff have entered the refund amount or percentage, they are moved to the confirmation screen, allowing them to double-check they have entered the correct information. Moving them to a second screen and showing the information in a different way really helps your staff notice if they have made an error. Furthermore, once the refund has been processed, you are able to send a confirmation directly to the customer from the PayGuard® screen, either via email or text message.

Page 37 l Section 5: Other Features www.payguard.co Subscriptions

All Schedules Possible

PayGuard® has a phenomenally flexible yet simple payment scheduling feature. This allows your staff to set up any possible ty pe of payment plan you can imagine, all within a few clicks.

For Example On the right here, we have a schedule set up whereby a single payment of £150 is taken now, 12 payments of £23 are taken over the next year, one payment on the 19th of each month, and then a final payment of £50 at the end. This took seconds to set up because the user interface is so intuitive … no training required.

Administering Payments If your customer wants to change their payment method, or you wish to cancel the subscription, no problem. If your staff have the permissions to do so, they can easily administer all scheduled payments.

Page 38 l Section 5: Other Features www.payguard.co Automated Payments

Automated Payment Line

PayGuard® can offer your organisation an automatic payment line, allowing your customer to call up anytime, on any day, and make a payment over the telephone. This services is fully compliant and secure. In the past companies were put off by the cost, but these pre-pack services are now much more affordable than you may think, making them a great addition to your overall payment facilities.

Get Paid While you Sleep

While the reaction of most customers is that they would rather pay a human than a machine, a surprising number of people like using automated payment lines because of the convenience, completing payments whenever suits them, and because they feel secure. From your perspective, you don’t have the cost associated with assisted, real-time payment administration so it’s cheaper for you. Automated payment services are on the increase, partly because they are easier to use these days, and partly because customers demand to transact whenever suits them.

Page 39 l Section 5: Other Features www.payguard.co Multi-Currency and Multi-Gateway

Multiple Currencies Accepted

PayGuard® allows you to process payments in multiple different currencies, as long as your gateway’s support them. You can change permissions so some staff can process in one currency, some in another. You can even allow staff to change currencies on a payment by payment basis.

Dynamically Chose your Gateway

PayGuard’s® incredible flexibility allows you to set up multiple gateways within a single account. Your staff can select which gateway you wish to use for each payment they process, ideal for outsourced contact centres processing payments on behalf of different customers. Gateways can be automatically selected based on any information available to PayGuard® in the moment your staff are setting up a payment, such as the customers phone number, the currency selected for the payment or the specific staff member’s permissions.

Page 40 l Section 5: Other Features www.payguard.co Prescriptive Permissions

Customisable

PayGuard® has a comprehensive set of permissions attributable to each user, or team of users, by the account administrator. This allows you to set restrictions for each staff member, reducing human error.

For. example, allow staff to take refunds or not, set up subscriptions, take payment in different currencies or specific currencies.

Super Admin

Your designated Super Admin will have the control to add roles, assign specific permissions to roles, then you can apply roles to each new user, quickly delegating a permission set to them. We understand that every sector, and every organisation is unique. There are many features within PayGuard®, many of which might not be relevant to you. The permissions system allows you to tailor the user interface your staff will use to take payments, so that only the options you need are visible making the whole process simple for your staff, just as it should be.

Grow With You

As your organisation grows and your payment needs become more complex, PayGuard® can grow with you too. Just ‘allow’ permissions to various newly required features, and your staff can be drip-fed new functions that improve the payments process for your customers.

Page 41 l Section 5: Other Features www.payguard.co

Reporting Access payment transaction data easily. Simple and Comprehensive

History tab

If your administrator has set the permission for you, you can see the ‘History’ tab. This allows you access to a table of all the transactions, successful or declined, over any channel, using any method, that any staff members have processed. To keep things simple we show you a table with a few, frequently used columns, but with a couple of c licks you can tailor this table to show any number of columns you wish, and the list is comprehensive. The export feature allows you to export the table to CSV, so you can create any graphs, look-ups or charts you wish, or upload into whatever business intelligence or management information reporting tool you use.

Basic and Advanced Search

Using the Basic Search you can quickly type in an amount, transaction reference, customer name, and so on, to quickly filter the table to show the specific transactions you are looking for. The Advanced Search allows you to filter transactions based on the staff member who took them, the type of payment, the name of the customer, the Reference, the transaction token, any notes you may have appended to the payment record, the channel over which the payment was taken, any date range you wish (up to the minute), and more. You can use the Advanced Search to obtain a list of the transactions you wish to report on, then export them in a single click to CSV, and create a chart in Excel in minutes.

Page 44 l Section 6: Reporting www.payguard.co History View

Page 45 l Section 6: Reporting www.payguard.co Table View

Page 46 l Section 6: Reporting www.payguard.co

Telephony Integration Learn the different ways PayGuard® can integrate with your phone system. Telephony Integration

What Options Have I Got?

PayGuard® can integrate with your phone system in several ways, allowing you to make use of the Phone Keypad process to colle ct sensitive customer payment information. Here are your choices:

Secure Line Callback

Mid-Call Transfer (Network or PBX)

Interconnect (SIP or PSTN)

Number Hosting

No Integration Required

Payments can be processed over the phone using PayGuard’s® Payment Link, and this does not require any integration with your telephone system. It is a similar customer journey, with the customer typing payment information into a browser form instead of their phone keypad.

Page 49 l Section 7: Telephony Integration www.payguard.co Secure Line Callback

Immediate Deployment

PayGuard® has a call bridging facility built-in, which allows you to call customers directly from the user interface. Simply enter the number you wish to be called on (this is typically saved in your user profile so it appears automatically), enter the number you wis h to call, and PayGuard® bridges the calls allowing you to process a Phone Keypad payment. This allows for immediate deployment of PayGuard® with the Phone Keypad process enabled.

Customer Experience

While this option is the fastest to deploy, it does also require you calling your customer back when a payment is due to be made. That is why we call this ‘Secure Line Callback’. When your customer is ready to make a payment, your staff say something to the effect of “I will now call you back on this number via a secure line in order to process your payment.” Your staff hang up the call, click ‘Dial’ within PayGuard® which then proceeds to dial your staff member back first, then dials the customers. The two calls are bridged, and PayGuard® can now intercept the DTMF tones entered in by the customer.

Starting Off …

This telephony integration option is great to get up and running quickly and hence is typically used as a temporary solution while the more complex integrations are being set up.

Page 50 l Section 7: Telephony Integration www.payguard.co Secure Line Callback

Agent screen below, call flow to the right.

Page 51 l Section 7: Telephony Integration www.payguard.co Mid-Call Transfer - Network

Network / Carrier Transfer

PayGuard® has the facility for you to transfer a live call to PayGuard® so that PayGuard® can detect the DTMF tones when the customer is asked to type their payment information using their Phone Keypad. The Network variation of this integration denotes that the mid-call transfer happens at network level, or carrier level, therefore above any PBX or Hosted PBX you may have. This allows for uninterrupted call recording on your PBX. Call’s only need to run through PayGuard® when a payment is to be taken.

Each staff member required to handle payments has a unique mid-call transfer number set up by you

We map this unique DDI (or DID) number to a local number provided by PayGuard®

At payment time, your staff initiate a mid-call transfer (or blind transfer) to the PayGuard® number provided

Your staff’s leg of the call is dropped, the call is passed to PayGuard®, which then dials them back

Your staff pick up the phone almost immediately after completing the transfer, and complete the payment

Page 52 l Section 7: Telephony Integration www.payguard.co Mid-Call Transfer - PBX

PBX Blind Transfer

Your agent can transfer a live call to PayGuard® so that PayGuard® can detect the DTMF tones when the customer is asked to type their payment information using their Phone Keypad. The PBX variation of this integration denotes that the mid-call transfer happens at PBX level (whether hosted or not). This may prevent you from recording calls on your PBX (to avoid capturing DTMF tones for compliance purposes), depending on whether your PBX can accept an API command from PayGuard® to pause the recording.

Each staff member required to handle payments has a unique mid- call transfer number set up by you

We map this unique DDI (or DID) number to a local number provided by PayGuard®

At payment time, your staff initiate a mid-call transfer (or blind transfer) to the PayGuard® number provided

Your staff’s leg of the call is dropped, the call is passed to PayGuard®, which then dials them back

Your staff pick up the phone almost immediately after completing the transfer, and complete the payment

Page 53 l Section 7: Telephony Integration www.payguard.co Interconnect - SIP

In a Nutshell

PayGuard® has a highly secure (PCI level 1 compliant), fully redundant core telecom network. You can direct the inbound call traffic routed from your carrier to PayGuard® via SIP, and then PayGuard® routes the call traffic to your local or hosted PBX. This model is great for companies that are locked into fixed term contracts with telephony providers and cannot port their numbers, but want a deep level of telephony integration allowing PayGuard’s® Phone Keypad process to be used on any phone call without the need to either call back or transfer. Outbound calls route via SIP to PayGuard®, where we can either terminate them for you, or alternatively forward them via SIP to your existing termination provider.

More Than Just Payments

As your call traffic would run via PayGuard’s® award winning switch, we can offer you a number of other services at very little cost. These include:

Call Recording and Speech Analytics

Post Call Surveys

IVR and Network level Redundancy / Business Continuity

Page 54 l Section 7: Telephony Integration www.payguard.co Interconnect - Outbound Only

Payments Processed on Outbound Calls only

If you only process payments on outbound calls, you can make outbound calls via PayGuard® in a couple of ways without needing to change your phone system, port your numbers or change your call routing.

Secure Line Callback - use for Outbound Calls

Outbound SIP Termination

Secure Line Callback

You can use the PayGuard® interface to call your customers, and when a payment needs to be taken you already have the call routing through our PCI level 1 compliant network. This is very easy and quick to set up, with no integration required.

Outbound SIP Termination

Integrate your exiting phone system to termination outbound calls via PayGuard®, and whenever you have a payment to take you your staff just need to enter their PIN. Integration in most cases is simple, and our outbound call rates are competitive.

Page 55 l Section 7: Telephony Integration www.payguard.co Interconnect - PSTN

Where SIP Interconnect Is Not Possible …

PayGuard® has a highly secure (PCI level 1 compliant), fully redundant core telecom network. You can direct the inbound call traffic routed from your carrier to PayGuard® via the traditional telephone network (PSTN), and from PayGuard® to your local or hosted PBX. This model is great for companies that are locked into fixed term contracts with telephony providers and cannot port their numbers, cannot integrate their PBX via SIP, but want a deep level of telephony integration allowing PayGuard’s® Phone Keypad process to be used on any phone call without the need to either call back, or complete a mid-call transfer. Outbound calls route via interconnect DDI’s to PayGuard®, and from here we terminate the calls for you.

More Than Just Payments

As your call traffic would run via PayGuard’s® award winning switch, we can offer you a number of other services at very little cost. These include:

Post Call Surveys

IVR and Network level Redundancy / Business Continuity

Call Recording and Speech Analytics

Page 56 l Section 7: Telephony Integration www.payguard.co Number Hosting

The Best Integration Solution

PayGuard® has a highly secure (PCI level 1 compliant), fully redundant core telecom network. We have direct integration with multiple tier one carriers and provide network-level telecom services for organisations of all sizes. Port your telephone numbers to us, and your inbound call traffic flows over our switch enabling you to use the Phone Keypad process to collect sensitive payment data from your customers at any time, on any call. The porting process can take a few days up to two weeks, and we can replicate any network level IVR or business continuity routing plans you currently have in place using our award winning network IVR application called Transform.

A Wide Range

Fusion Telecom Ltd, known as Fusion, is the company behind the brand, and the application, PayGuard®. Fusion has been running traffic for major UK brands for many years, and can offer a wide range of telephone numbers, as well as network level telephony services: They include:

IVR and Network level Redundancy / Business Continuity

Call Recording and Speech Analytics

Post Call Surveys

Page 57 l Section 7: Telephony Integration www.payguard.co Number Hosting Platform

Page 58 l Section 7: Telephony Integration www.payguard.co Out-of-Hours Scheduling

Page 59 l Section 7: Telephony Integration www.payguard.co Network IVR

Award Winning IVR

Using either the Interconnect or Number Porting telephony integration methods, you have access to our award winning network I VR. Just like PayGuard®, this is very easy to use, and powerful too. Use this for business continuity / disaster recovery, call record ing, speech analytics and more.

Page 60 l Section 7: Telephony Integration www.payguard.co

Next Steps Deploying PayGuard®… timescales, service options and commercial packages. Deployment

How do We Set It Up?

Here are the steps we need to go through to get PayGuard® working for your organisation:

Agree Service Options

Sign Contract

Set up Your Account

Complete Integrations

Test

Go Live

Depending on the service options you select, PayGuard® can be up and running in one to eight weeks. The average set up time is two weeks.

Page 63 l Section 8: Next Steps www.payguard.co Service Options

What Are the Key Service Options?

When looking to deploy PayGuard® in your organisation, these are the key decisions you need to make:

Payment Methods How do you want to take payments from your customers? You can take payment by credit and debit card, Direct Debit and Open Banking. One, two or all three.

Payment Processes How do you want to collect sensitive payment information from your customers? You can use one or more of the following processes: Phone Keypad, Payment Link and Manual Entry.

Telephony Integration If you want to use the Phone Keypad process, how do you want to integrate PayGuard® with your phone system? Bear in mind, you can choose a quick deployment method to set things up quickly, whilst working on a longer -term solution.

Card Gateway Integration If you want to take payments by debit or credit card, would you like PayGuard® to be your payment gateway, or do you require PayGuard® to integrate with your existing gateway?

Card Payment Channels If you want to take payment by debit or credit card, over what channels would you like to take them? Over the phone, over text communication channels (web chat for example), online and in person are your options.

Page 64 l Section 8: Next Steps www.payguard.co Commercial Packages

Essential The Essential Package is designed for micro and small businesses who want to take simple payments over any channel. You have either a single User license and no transaction limit, or 10 users with the Transaction license. This is ideal for organisations that don’t need fancy features and process either just a few transactions or are content with a single login for all staff.

Business This package is for small and medium businesses that are looking for more. Scheduled payments, recurring payments, multi-gateway and multi-currency are all included. Lower your Transaction cost or increase the number of Users with this package. User licenses are ‘named’, meaning you are charged for each user profile created.

Enterprise The Enterprise package is perfect for contact centres or organisations that have twenty or more people processing payments, typically on a daily basis, as the User license is concurrent meaning you are only charged licenses for each user ‘on shift’. All features in the Business package are included in the Enterprise package, as well as custom card gateway integration and Phone Keypad (DMTF) process full or partial setup.

Page 65 l Section 8: Next Steps www.payguard.co Moving Forward

Further Questions

You will probably have questions, specifically around the Service Options and the Commercial Packages. Let’s arrange a time to chat them through, as well as cover exactly how PayGuard® can help you not just meet required compliance standards, but also how you ca n make use of the additional features to improve your business’s efficiency and your customers experience.

Demonstration

We can provide a demonstration of PayGuard® via a web-conference to give you an idea of how easy it is to use. It only takes minutes, as taking payments with PayGuard® is quite simple.

Terms and Conditions

Feel free to request our Terms and Conditions for use, so your legal people can make sure they are happy, so when you are ready to move forward we have no administrative hold-ups.

Page 66 l Section 8: Next Steps www.payguard.co

APIs Use PayGuard® from within your own application using our APIs. APIs

It’s in Our DNA

PayGuard® has been built from the ground-up using API’s. We use them within the application itself between the front-end layer and the programming layer, and again between the programming layer and the database.

Companies are using PayGuard® APIs, for example, to:

Integrate PayGuard® to enable applications to have secure payment processing capability.

Pull information from PayGuard’s® database for reporting purposes.

Bring Open Banking functionality into their website for online payments.

More Information

For a comprehensive view of our API’s visit: https://apidocs.fusiontelecom.co/payguard/

Page 69 l Section 9: APIs www.payguard.co

Technical Info Information your engineers, IT staff & payment experts may want to know. Technical Information

Looking Under the Hood

For those that need to delve into the detail, in this section we cover:

Card Payment Gateways we are currently integrated with

Supported Web Browsers

Security and Accreditation

Technologies Used to build PayGuard®

Diving Deeper

The scope of this document is to give an overview of PayGuard®, its features and Service Options, with a view to leading towards a more detailed discussion on how PayGuard® would sit inside your organisation.

We understand that you may have questions that are beyond the scope of this document. Please feel free to contact us and we w ill be happy to answer them.

Page 72 l Section 10: Technical Info www.payguard.co Payment Gateway

Choice 1: Use PayGuard® as your Payment Service Provider (Payment Gateway).

Choice 2: Keep your Existing Payment Service Provider

Because PayGuard® is already pre-integrated with 45 Payment Service Providers, you don’t need to change who you process payments through, and your reconciliation stays the same. The PSP’s we are currently integrated with are:

Acapture Cardstream Elavon Payacard SagePay

Adyen CenPOS Ezic PayPal SecurionPay

Authorize.net Checkout V2 Global Iris PayVector Stripe

Barclaycard Smartpay Checkout.com Global Connect Payment Express TNS

Barclays ePDQ Extra Plus Clearhau Globalpay Paymill Wirecard

BlueSnap Credorax IXOPAY QuickPay WorldPay

Borgun CyberSource Ingenico Payments QuickPay V10 eWAY Rapid

Braintree DIBS Optimal Payments Realex iATS Payments

Capita Pay360 DataCash Opayo SafeCharge iVeri

Page 73 l Section 10: Technical Info www.payguard.co Web Browsers

Supported Browser Environments

PayGuard® is supported within the following web browsers:

Microsoft Internet Explorer latest version

Microsoft Edge latest version

Mozilla Firefox latest version

Google Chrome latest version

Opera latest version

Apple Safari latest version

Page 74 l Section 10: Technical Info www.payguard.co Security and Accreditation

SSL

PayGuard® uses version 3 Secure Socket Layer security, Signature SHA-256 with RSA encryption and TLS 1.2 256 Bit Keys.

CSA C-STAR

PayGuard® is certified through Fusion with the Cloud Security Alliance Cloud Controls Matrix.

PCI Level 1 Service Provider

PayGuard® is accredited to the highest standard awarded by the PCI SSC. In order to obtain and maintain this compliance Fusion has:

Annual Report on Compliance (ROC) completed by a Qualified Security Assessor (QSA)

A Quarterly Network Scan completed by an Approved Scanning Vendor (ASV)

Network Segmentation (Firewall, Route restrictions and Air Gap) and Penetration Tests

Internal and Vulnerability Scans

Page 75 l Section 10: Technical Info www.payguard.co Technologies

PayGuard® Technologies

PayGuard® has been built with, and uses, the following technologies:

CSS MySql: Oracle Distribution

JS Asterisk

HTML Java

Python Perl

PostgresSQL Server OS: Centre For Internet Security (CIS) Ubuntu Linux 16.04 LTS Benchmark Level 1 Server PHP

Page 76 l Section 10: Technical Info www.payguard.co

Beyond PayGuard® Hosted PBX, IVR, Surveys, Speech Analytics, Omni-channel Contact Centre and more. Beyond PayGuard®

Fusion Telecom

PayGuard® is owned, developed and supported by Fusion Telecom Ltd, Fusion for short. At Fusion we have some other services that compliment PayGuard® well, and we would like to make you aware of them as I’m sure they’ll come in handy!

Self Serve IVR and Network Business Continuity

Hosted PBX

Omni-Channel Contact Centre

SmartScribe® Speech Analytics

inSurvey® Post Call Surveys

Mobile SIMs, Connectivity and more …

Fusion started out in the telecoms space providing telephone numbers to businesses. That was over 20 years ago. Thanks to dem anding customers, phenomenal engineers and a thirst for discovery, Fusion has been driving innovation in telecommunication and payment technology ever since.

Page 79 l Section 11: Beyond PayGuard® www.payguard.co Self Serve IVR

Automating contact with Transform

Many businesses are reducing cost and improving Customer Experience by deploying Self Service options for their customers. These are popular due to their benefit for everyone involved. Transform can connect to your internal databases to extract information allowing your customers to pay their bills, obtain information about their account or your products, get a status update on their orders, update their account information, request an invoice and even place an order.

Improves CX by providing a 24/7 service

Reduces cost by deflecting contacts

Machine learning and Speech Recognition

Typically businesses start off by deploying self service options out of normal business hours, which is a clear win for customers and your business. If you have technically competent resource, you can learn how to build your own self-service capability within Transform, putting you in the driving seat to lower cost, improve CX and reduce repetitive tasks for agents.

Page 80 l Section 11: Beyond PayGuard® www.payguard.co Network Business Continuity

Transform … Take Control of your Network

Transform provides a multi-carrier, multi-zone voice and data network under your control, to give you options in the event of any disaster. Connecting via multiple carriers into the core UK intelligent network, we can route traffic to any destination you wish, and you change this on the fly either via the phone, a smart phone or web browser.

Pre-build DR scenarios ready to deploy in seconds

Enjoy carrier independent routing for ultimate resilience

Build thresholds to change routes automatically

Using Transform’s technology and architecture, your operations team no longer need to suffer downtime, or scream down the phone at an unresponsive supplier when a network glitch occurs. Be pro-active, route your traffic over our network and ensure your business continues trading whatever the weather.

Page 81 l Section 11: Beyond PayGuard® www.payguard.co Hosted PBX

Your Office Phone System

Enjoy a fully unified communications cloud phone system with multi-carrier network connections supplying voice traffic through one of the worlds leading PBX applications, Voispeed. You can connect your back office to Microsoft Teams, or to the same voice platform that sits underneath our Contact Centre offering. Your office phone system will work for every person in your business, and they can answer the phone using their desk phone, using their computer, or by using their smart phone.

True Unified Communications

Presence, conferencing, hunt groups, auto-attendant and queueing are all available as standard for each user. With the integrated desktop and mobile application, users automatically get access to advanced unified communications features and its all included in our single price. This means you can enjoy omni-presence, which translates to being able to answer your office phone wherever you are. If you are on a call at your desk, you can easily transfer it to your mobile if you need to move somewhere more private, or leave the office for an appointment.

Page 82 l Section 11: Beyond PayGuard® www.payguard.co Omni-Channel Contact Centre

All In One Place

Put everything in one place for your agents with Syntelate XA’s unified agent desktop. Let your agents make and take calls, r eply to emails and SMS messages, engage in web chats, and handle social media interactions, all from one place: their unified desktop.

Advanced Scripting, Dashboards and Wallboards.

Network-level IVR, built in Reliability and Advanced Business Continuity.

Artificially Intelligent Web Bot, Self-Service and Automation.

Voice of the Customer and Voice of the Agent.

API integration for external data look-up, including CRM.

Quite simply, Syntelate XA unites all your customer engagement channels, allowing your contact centre agents to provide the best customer service to your clients. It’s simple yet powerful. Developed in the UK’s largest outsourced contact centre, Syntelate XA has undergone 20 years of development to emerge as a leading unified agent desktop application for contact centres around the world.

Page 83 l Section 11: Beyond PayGuard® www.payguard.co SmartScribe® Speech Analytics

Put yourself in the driving seat

A Speech Analytics application that will automate parts of your agent performance monitoring process, as well as allow the entire business insight into the interactions your business has with its customers. Because our charging model is per licensed user, you are free to allow any person to search for anything, anytime, and 100% of agent interactions are monitored, transcribed and analyzed.

Spot trends in what successful performers are saying.

Improve lower performing sales staff.

Automatically score staff according to keywords you set.

You provide call audio recordings (the higher the sampling rate and bit rate, the better the transcription quality) via manua l upload, SFTP, API or direct via Transform into SmartScribe®, our cloud-based transcription and analytics application. You can create user accounts, bespoke dashboard, categories and keywords in order to get the analysis that ultimately helps l ower cost, increase agent performance, enhance customer experience and improve operational efficiency.

Page 84 l Section 11: Beyond PayGuard® www.payguard.co inSurvey®

Built-in Optional Automated Post-Call Survey

inSurvey® is a built-in optional Customer Experience survey application that can survey your customer after the call and provide valuable feedback on how they view their Experience.

Net Promoter Score: How likely are you to recommend us?

Agent Performance Score: How would you rate the Agent who dealt with your call?

Customer Effort Score: How easy was it to do business with us?

First Contact Resolution: Did we resolve your query today?

Further Information

inSurvey® allows your staff to easily transfer the call directly to the survey, at which time the staff member attends the next call while the customer is taking the survey. Your business can learn a lot from the analytics we provide from survey results, benchmarking moments in time, staff and teams helping you to incentivise, motivate and identify training opportunities.

Page 85 l Section 11: Beyond PayGuard® www.payguard.co Mobile and Connectivity

Mobile SIMs

We supply SIM’s from all the major mobile network providers, providing cheaper mobile data & telephony and a better customer service than if you go direct. Ask us for a quote.

Leased Lines, FTTC and ADSL

Our dual stack, redundant MPLS enabled network spans 30 points of presence in the UK, France, Germany, the Netherlands and the US.

Private Peering with UK’s largest ISPs. 24 Points of Presence in the UK Public Peering with 300+ networks Private links to Azure, AWS and Google.

By allowing us to provide your data connectivity, you put yourself in the driving seat, and ensure you have a direct, virtual private network from your site to the services we provide. We may also be a lot cheaper than your existing / considered provider due to our interconnection with multiple carriers and therefore, our ability to use the closest exchange.

Page 86 l Section 11: Beyond PayGuard® www.payguard.co