PCI Pal —
Cloud-Native PCI-DSS Payment Security for Contact Centers

Contact centers that accept payment cards over the phone, digital channels, or IVR face the challenge of PCI-DSS compliance — the payment card industry's data security standard requiring strict controls over any environment that captures, processes, or stores cardholder data. PCI Pal solves this by removing contact center infrastructure from PCI scope entirely — handling payment capture in a secure cloud environment so that card numbers never enter the contact center's systems, recordings, or agent screens.

PCI Pal Agent Assisted payments use a DTMF tone masking technique — when a customer enters their card number on their phone keypad during a live agent call, the agent remains on the call and can continue the conversation, but the card digits are captured by PCI Pal's secure environment rather than passing through the contact center's telephony infrastructure. The agent sees a masked payment status screen, the card number never appears in the recording or agent desktop, and the contact center system never touches PCI-scoped data.

PCI Pal Digital extends PCI-DSS compliant payment capture to digital channels including webchat, SMS, WhatsApp, and other digital messaging channels — allowing contact centers operating in omnichannel environments to maintain PCI compliance across all customer communication channels, not just voice. This is increasingly important as contact centers shift volume from inbound calls to digital messaging channels.

Yes. PCI Pal integrates with major CCaaS platforms including Genesys, Avaya, Cisco, Five9, NICE CXone, Salesforce, and others — functioning as a cloud-native overlay rather than requiring replacement of existing contact center infrastructure. This makes PCI Pal deployable without a CCaaS migration and allows organizations to add PCI-compliant payment capability to their existing telephony and contact center environment.

No. Your agreement is directly with PCI Pal. Fibi provides independent advisory evaluating PCI Pal alongside other contact center payment security and PCI-DSS compliance solutions appropriate for your channels, CCaaS platform, and transaction volumes — at no cost to your organization.