Want to accept secure payments from 700+ million Indian customers by phone 24x7?

Want the capability of an enterprise-level IVR without the equipment, hosting, programming or any recurring maintenance costs?

Here's an opportunity to expand your market reach to audiences that are outside the influence of the internet. Did you know that there are more than 375 million cell phone users and more than 40 million landline users (as of 31st January 2009) in India? Did you know that there are only 38 million Internet users in India? Naturally, the comparative number of potential customers your website can reach is limited.

Also, to reach out to the phone subscriber base, if you have already invested in a call centre operation for getting sales through the telephone; you must have already realized that persuading the customer to reveal his confidential credit card details for payment to an unknown telesales executive is very difficult. So, how can a businessman like you maximize sales through the telephone and yet keep yourself protected from abuse of your customers' precious card data?

Introducing CCAvenue® PhonePay. CCAvenue® PhonePay adds new opportunities and new markets to your business. With CCAvenue® PhonePay, your telesales executive can close a sale over the phone and securely collect payment through an automated voice prompt driven IVR (Interactive Voice Response) System. The customer enters the confidential details related to the payment (such as card number, Expiry Date, CVV number etc.) through the telephone’s keypad.

How the Process Works?
The Call Centre Interface is an interactive process involving – the customer, the call centre executive and CCAvenue® PhonePay. All you need to do is maintain a call center where a customer can call to purchase your goods and services.

Here are some of the benefits of using CCAvenue® Broaden Your Market Base With more than 400 million phone users in India (and growing!), CCAvenue® PhonePay allows you to collect real time secure payments from millions of customers, who were previously not reachable by your website alone. Offer India’s Biggest Bouquet of Payment Options to your customers CCAvenue® PhonePay is a multi-payment solution. You can accept payments from customer’s holding – Visa, American Express, JCB and Diners Club credit cards and ITZ Cash cards. The wide variety of payment options will enable you to capture market share from multiple target audiences easily. Note: The CCAvenue® PhonePay also supports MasterCard as a payment option. However, you will need to take a few additional steps to activate this payment option. Please contact the compliance team at compliance@ccavenue.com / contact@ccavenue.com and put the subject line as "Interested in activating MasterCard in your CCAvenue® PhonePay Solution". Also, please note that Debit Cards and Net Banking transactions cannot be processed on any IVR solution because of Card companies and Acquiring bank rules and regulations. Convenient Language Options CCAvenue® PhonePay is multi-lingual solution. Currently, the system is configured for two languages - English and Hindi but we will endeavor to add more and more regional languages in the coming days. Advanced Technology CCAvenue® PhonePay employs advanced phone technology ‘Interactive Voice Response System’ (IVRS) that allows a computer to detect touch-tones during a normal phone call. So, when a customer calls the number in your ad or catalogue, he is directed through the purchase and payment process by pre-recorded voice prompts. This systematic process will enable you to sell your goods and services via mobile phones or landlines without any hassles. Minimize Transaction Risks Even in the most secure and process driven customer service operations, it just takes a few seconds, by just one bad employee to misuse the credit card details of your customer. The fall-out of such misuse is not only in terms of the financial and legal risks and in terms of liabilities, it can also have an adverse impact on your carefully built brand. The CCAvenue® Phone Pay solution allows you to collect credit card payments from your customers without your agents coming to know the credit-card details. It gives your customers much-needed security to transact comfortably with you on the phone and receives credit card details from the customer in the form of touch-tone (DTMF) inputs, which cannot be deciphered by your customer services agent by ear. Complete Risk Mitigation of Phone Pay Transactions Each and every transaction processed, is scanned for risk factors and flagged as risk prone transaction on identification of risk, which is verified by our qualified 18 member strong Risk Management team. CCAvenue® Phone Pay transactions are mapped with a comprehensive negative database that maps every new processed transaction against previous negative database of fraudulent transactions. CCAvenue® has developed an advanced risk mitigation engine that has a comprehensive negative database which has been built over the last 8 years from fraudulent transactions that has taken place in over 90% of India's Merchants, who uses the CCAvenue® Payment Gateway. Credit Card numbers, Email Ids, Billing Name, Shipping Name, Card holder name, Zip code, Telephone number and all data fields of every new transactions are mapped against India's most comprehensive negative database. In short, if any fraudster has perpetrated fraud on any our other merchants, then you will be warned of these High Risk transactions, so that you do not face any charge back related losses. Summary Utilizing the CCAvenue® Phone Pay system will free your staff from routine payment processing calls; increase overall customer service productivity for more pressing issues and give your customers total confidence in paying you through a secure system rather than giving out the card number to your sales executives on phone. CCAvenue® Phone Pay benefits include: 24*7 Operations Real-Time Credit Card / ITZ Cash Cards Processing Biggest Bouquet of Credit Cards / Cash Card processed Real-Time Web Reporting and Statistics via Web Interface (CCAvenue® M.A.R.S. Account) 100% PCI Compliant Credit Card Processing for maximum security In-Built Risk Management Engine to mitigate frauds and save you from chargeback related losses Zero setup or recurring fixed costs Your CCAvenue account works for both your website as well as phone sales.

Pricing and Payouts
There is no setup fee for CCAvenue® PhonePay for existing merchants. There only is an additional per transaction charge of 0.5% + Service Tax over and above the credit card and cash card transaction charges, that you currently enjoy with your CCAvenue® account. The payouts of CCAvenue® Phone Pay transactions will happen in the same cycle as your current CCAvenue® Account.

No Sign up Process for Existing Merchants
There is no additional signup process for CCAvenue® PhonePay for existing merchants. To avail of this service, please email the Avenues Compliance team at compliance@ccavenue.com / contact@ccavenue.com with the subject line "Interested in CCAvenue® PhonePay Solution" and your merchant account details. On receipt of your email, we will reply to you in detail as to how the whole CCAvenue® Process will work and activate the feature in your account. In short, a single CCAvenue® Account works for your online sales (website) as well as your phone sales.

So, what are you waiting for? Start accepting secure payments from millions of customers on the phone today!

Sign up Process for New Merchants
If you do not have a CCAvenue account, click here to sign up.


IMPORTANT ANNOUNCEMENT FOR CCAVENUE PHONEPAY MERCHANTS

You may be aware that the Reserve Bank of India had mandated that with effect from February 1, 2011 an additional password must be used for authenticating an IVR transaction. This is to make the process more secure for the end customer.

Most major banks have already communicated this new requirement to its customers. While there may be a drop in transactions in the short term till customers get used to this, over the medium to long term, the pace of transaction growth will come back to normal and continue to grow at an accelerated pace. The extra layer of security is always welcome and will increase the public’s faith in the system resulting in more customers using this medium to pay.  Add to this, the opening out of the Debit Card instrument for IVR transactions will result in a very large population of those who don’t own credit cards now being able to pay through the IVR mode.  This can only mean more good news for the merchants.

As you are aware, currently, most IVR transactions go through successfully if the card number, cvv and expiry date are entered by the user at the time of the transaction. However, from February 1, this will not be so. An additional 6 digit numeric password, commonly known as the OTP (one time use password) will be required for the IVR transaction to go through successfully.
This OTP password will be generated at the card holder’s request by the card issuing bank either just before or at the time when the transaction is being done.  This will be sent via an SMS to the card holder’s mobile phone number that has been registered previously with the bank. This is an important point to note. The password is sent only to the card holder’s registered mobile number; and in some cases; to his email ID registered with the bank. Without this password, this IVR transaction will not be completed successfully. The OTP password will be valid for one-time use only and in most cases it comes with a time specific expiry period, whether it is used by the card holder or not.
In practice, this will impact the sales and payment process that your telephone sales personnel are currently following.  We are suggesting a conversation flow to adapt to this new process. This is only a suggestion; you are free to work out your own conversation flow:

This conversation will begin after the sales pitch has been successful.

Call Centre Executive: Thank you for choosing to buy XYZ product. You will need to pay Rs. 000 for same. Would you like to proceed and make a payment?

Customer: Yes

Call Centre Executive: What method would you like use to pay?

Scenario 1:
Customer:  Credit Card (or Debit Card)!

Call Centre Executive: Is it a Credit Card (or Debit Card) issued by an Indian Bank?

Customer: No, it is an international card.

Call Centre Executive: Please wait while I connect you to the secure IVR system for payment. (proceed with existing process as no OTP required).

Scenario 2:
Customer:  Credit Card (Debit Card)!

Call Centre Executive: Is it a credit card (debit card) issued by an Indian Bank?

Customer: Yes.

Call Centre Executive: Do you have the OTP Password issued by your bank.

Scenario 2 A
Customer: No. What is an OTP Password?

Call Centre Executive: The OTP Password is short for One Time Use Password. This is an additional layer of check put in by the banks to make this transaction more secure and protect you from fraud. Without this password the transaction not go through successfully.

Customer: How do I get it?

Call Centre Executive: What the name of the Issuing Bank on your card?

Customer: (Provides the name).

Call Centre Executive: (In response to the given name, one the following options will be used)

State Bank of India	To make a request for an IVR password from State Bank of India, please call 1860 180 1291 from your registered mobile number. You will soon receive the password on your mobile. This password will be valid for one time use only and will expire after 12 hours.
HDFC Bank	To make a request for an IVR password from HDFC Bank, send an SMS to 9717465555 from your registered mobile number. Type PWD followed by a space, followed by the last 4 digits of your HDFC Bank Credit or Debit Card number. You will soon receive the password on your mobile. This password will be valid for one time use only and will expire after 2 hours.
ICICI Bank	To make a request for an IVR password from ICICI Bank, Send IOTP <Space> Your 16-digit ICICI Bank Credit Card Number to 5676766. You will receive the OTP on your Registered Mobile Number and e-mail ID. You can also get the OTP at the time of doing the IVR transaction. Simply enter ICICI Bank Card Number, Expiry Date and CVV Code. You will receive the OTP on your Registered Mobile Number and e-mail ID. This password can be used for one time only and will expire in 24 hours.
Citibank	To make a request for an IVR password from Citibank, send an SMS to 52484 from your registered mobile number. Type OTP followed by a space followed by the last 4 digits of your Citibank Credit or Debit Card number. You will soon receive the password on your mobile. This password will be valid for one time use only and will expire after 30 minutes from the time of placing your request.
Axis Bank	To make a request for an IVR password from Axis Bank, please proceed with your transaction on the merchant’s IVR system using your mobile number, registered with Axis Bank. After you key in your Axis Bank Credit or Debit Card details, you will receive an SMS containing your IVR Password from Axis Bank on your mobile. This password will be valid for one time use only.
Kotak Mahindra Bank	To make a request for an IVR password from Kotak Mahindra  Bank, please call the Kotak Mahindra Bank helpline at 1800 102 6022.
Canara Bank	To make a request for an IVR password from Canara Bank, please call the Canara Bank helpline at 1800 425 2470.
Deutsche Bank	To make a request for an IVR password from Deutsche Bank, please call the Deutsche Bank helpline at 1860 266 6601.
Standard Chartered Bank	To make a request for an IVR password from Standard Chartered Bank, please apply for it at the Standard Chartered Bank website. Once generated, this password will be valid for one time use only and will expire in 24 hours.

If customer says a bank not named in the above list, ask him to call the support centre of his card issuing bank.

Call Centre Executive: Have you understood the process? Would you like me to repeat?

Customer: I have understood.

Call Centre Executive: Kindly make a request for the IVR password with your bank and when you receive it, please call Mr XXXXXX at 982000000 to reinitiate the transaction.  END CALL

Scenario 2 B
Customer:  Credit Card (or debit card)!

Call Centre Executive: Is it a credit card (or debit card) issued by an Indian Bank?

Customer: Yes.

Call Centre Executive: Do you have the OTP Password issued by your bank.

Customer: Yes. Call Centre Executive: Please wait while I connect you to the secure IVR system for payment.