Payments on a secure screen during a call
How do we take a payment during an agent call on a secure screen so the customer never reads card details aloud and the payment posts to billing?
Move the card out of the conversation and into a screen. When a customer wants to pay on a call, Callvu prefills the payment from the account (the balance, the amount due, the due date, any arrangement installment, the saved methods), sends the customer a secure payment screen by text or email while the agent stays on the line, takes the card or bank details on that screen with the agent seeing only the status, applies the tariff's convenience fee rules and the accepted methods, posts the payment to the billing system in real time with the confirmation number read back by the agent, and lifts any collection hold or pending disconnection the payment satisfies on the record.
In scopeSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The customer read their card number to the agent on a recorded line, and the recording became the audit finding.
A customer calls about a disconnection notice and wants to pay now. The agent takes the card number by voice, keys it into a payment page, reads back the confirmation. The call recording now holds a card number, the agent's desktop is in scope for the card standard, and the contact center's compliance programme spends the year proving what it cannot easily prove: that nobody kept the numbers.
The card standard treats every system that stores, processes or transmits cardholder data as in scope, and the pause-and-resume workaround leaves gaps. The utility's tariff sets which methods are accepted and what fee may be charged. A payment that posts late leaves a shutoff order live. The fix is structural: the customer enters the details on a screen the agent cannot see, the posting is immediate, and the agent keeps the conversation.
The agent should be able to help someone pay without ever hearing a card number.
How it runs
From the requestto the system of record.
A customer on a call with an agent (or with an AI assistant that hands to a screen) wants to pay. Callvu prefills the payment from the account.
- Customer
- Receives the secure screen on their phone, enters the card or bank details and confirms the amount.
- Agent
- Sends the screen, stays on the line, sees only the status and the confirmation, never the details.
- Callvu
- Prefills, sends the screen, captures and tokenizes, applies the fee rules, posts and writes back.
Prefill the payment
The account's balance, the amount due, the due date, any arrangement installment or reconnection amount, the accepted methods under the tariff and any saved tokenized method are prefilled; the agent confirms the amount with the customer and sends the secure screen by text or email in the same moment.
Capture on the secure screen
The customer enters the card or bank account details on the screen, which is process-controlled, outside the agent's desktop and the recording; the details are tokenized at capture; the agent's view shows only 'waiting', 'entered' and 'posted'.
Apply the rules and post
The convenience fee the tariff allows (or none, where the commission prohibits one for a given method) is shown before the customer confirms; the payment is authorized and posted to the billing system in real time; a failed authorization returns the customer to the screen with the reason, never to the agent for a retry by voice.
Write back
The payment with its confirmation number, method token reference and the fee is written to the billing system and the CIS, any collection hold, pending disconnection order or reconnection condition the payment satisfies is updated on the record, the customer receives the receipt, and the agent reads the confirmation number.
Where it ends: The customer paid during the call without saying a card number, the payment posted to billing in real time with the collection state updated, and the contact center's recording and desktops stayed out of scope. The Decision Trace shows the amount, the fee rule and the authorization; the Audit Trace shows the screen sent, the capture (tokenized) and the posting with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
A call with an agent or an AI assistant; the customer pays on their own phone while the conversation continues.
The back office
Nobody reconciles payments taken by voice; the posting and the collection state update run from the capture.
The Decision Desk
- A payment the tariff's rules block (a method not accepted for a cash-only account, an amount below the reconnection minimum) goes to the credit and collections desk in the Decision Desk with the account and only the allowed outcomes.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
What does the agent see?
Only the status: the screen was sent, the details were entered, the payment posted, and the confirmation number; never the card or bank details.
Does the call stay out of PCI scope?
The capture happens on a hosted, process-controlled screen outside the agent desktop, the telephony and the recording, which is the scope reduction the standard's guidance recognizes.
When does the payment post?
In real time to the billing system, so a payment made before a shutoff order releases counts that day and the collection state updates from it.
Related processes
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