Protect your customers and your organization with an IVR system designed for full PCI DSS compliance. Sigma Voice helps you securely collect sensitive information over the phone—without exposing agents or storing risky data. Eliminate compliance concerns and give your callers the confidence to complete payments with ease.
If your organization collects payment or sensitive information over the phone, ensuring your IVR system is PCI compliant is essential. Our IVR PCI compliance solution helps you meet PCI DSS standards with secure, automated call flows that protect customer data and build trust with your callers.
IVR PCI compliance refers to configuring your interactive voice response (IVR) system in a way that meets the security requirements of the Payment Card Industry Data Security Standard (PCI DSS). This ensures that when customers enter sensitive data—such as credit card numbers—through their phone keypad, the information is protected, not stored insecurely, and not exposed to live agents. A PCI-compliant IVR system reduces the risk of data breaches and helps your organization maintain industry and legal compliance.
To make your IVR system PCI compliant, you must ensure that sensitive customer data—especially payment card information—is never exposed to call center agents, recorded, or stored improperly. This involves using DTMF masking to capture keypad entries securely, encrypting all data transmissions, disabling call recording during sensitive input, and integrating directly with PCI-compliant payment processors. Partnering with a provider like Sigma Voice ensures your IVR setup follows PCI DSS guidelines while maintaining a seamless experience for your callers.
Implementing a PCI-compliant IVR system offers several key advantages for organizations that handle sensitive customer information:
Protect cardholder data and reduce the risk of data breaches by keeping sensitive information out of reach from agents and systems.
Meet PCI DSS requirements and avoid costly fines or penalties associated with non-compliance.
Show your customers that you take data privacy seriously, building trust and strengthening your brand.
Shift risk away from your organization by using systems that prevent exposure to sensitive data.
Allow callers to input payment or account information securely without needing to speak to a live agent.
Reduce overhead costs by automating secure payment processing and minimizing the need for live agent involvement.
A PCI-compliant IVR must address several key requirements outlined in the PCI DSS framework:
Prevents tones from being captured or interpreted during data entry.
Automatically turn off call recording when sensitive data is being collected.
Encrypt all transmissions of cardholder data during and after input.
Ensure no cardholder data is stored in logs, recordings, or unsecured systems.
Route sensitive input directly to secure processors, bypassing your internal systems.
Restrict access to sensitive IVR data and functions to authorized personnel only, using secure authentication and role-based permissions.
Secure, PCI-compliant IVR systems are used across a variety of industries where sensitive information needs to be collected over the phone without risking data exposure:
Let customers pay invoices, utility bills, or tuition securely by phone without exposing card details to agents.
Collect co-pays, appointment deposits, or insurance information in compliance with HIPAA and PCI standards.
Offer a secure phone payment option for orders, subscriptions, or renewals—especially helpful for phone-in customers.
Enable clients to make secure transactions or access account info via self-service IVR flows.
Accept donations by phone safely and compliantly, building trust with donors.
Collect rapid-response payments or verifications during time-sensitive events without agent involvement.
This is a typical PCI-compliant IVR call flow used when a customer calls your dedicated phone number to make a payment securely:
The caller dials your payment phone number and hears a welcome message.
The IVR prompts: "Press 1 to make a payment."
The caller is asked to enter their card number using the keypad — DTMF masking is enabled.
The system prompts for the card's expiration date and CVV, securely capturing the data.
Payment is processed through a PCI-approved gateway.
The caller hears a confirmation message and the call ends.
No agent involvement Cardholder data is entered securely via keypad and sent directly to your PCI-approved payment gateway.
No call recording during input Sensitive info is never stored or exposed.
This flow is used when a live agent needs to collect payment but wants to keep sensitive card data out of scope for PCI compliance:
The agent verifies the caller’s identity and confirms the payment amount.
The agent transfers the caller to a PCI-compliant IVR system.
The IVR prompts the caller to enter their card number using the keypad with DTMF masking enabled.
The system collects expiration date and CVV securely.
Payment is routed through a PCI-approved payment processor.
Caller is optionally returned to the agent or hears a confirmation message and ends the call.
Reduces PCI scope Agents never hear or see sensitive cardholder data.
Flexible handoff Allows human support while keeping payment collection secure.
This flow allows your IVR system to proactively reach customers for collections, renewals, or donation payments:
The IVR automatically initiates an outbound call to the customer.
The IVR states the reason for the call and offers a payment option: "To make a payment now, press 1."
If the customer accepts, they’re prompted to enter their card number via keypad with DTMF masking.
The system asks for expiration date and CVV securely.
The system sends the information directly to a PCI-compliant payment processor.
The caller receives a confirmation message and the call ends.
Efficient & scalable Perfect for bulk reminders, collections, or renewals.
Fully secure Meets PCI DSS requirements even in high-volume outbound environments.
To securely process payments through your PCI-compliant IVR system, Sigma Voice integrates with leading payment gateways such as Authorize.Net and Stripe. These gateways are fully PCI DSS compliant and support secure server-to-server transactions, ensuring that cardholder data is never stored, recorded, or exposed. If you’re already using a payment gateway, we can connect to your existing provider. If not, we’ll help you choose and set up a solution that fits your organization’s needs. For example:
Ideal for IVR-based and card-not-present transactions, commonly used by nonprofits, churches, and service-based businesses.
Easy to set up, highly secure, and perfect for organizations that want modern API-based payments with flexibility.
Once your gateway is in place, our team will handle the integration to ensure sensitive data is transmitted securely and that your IVR system stays within PCI compliance.
Protecting sensitive customer data isn't just a best practice—it's a requirement. With Sigma Voice’s PCI-compliant IVR solutions, you can securely collect payment information over the phone, reduce fraud risk, and meet PCI DSS standards with confidence.
Whether you're a call center, nonprofit, healthcare provider, or enterprise business, our platform is designed to ensure security, flexibility, and ease of use. Our U.S.-based support team is here to help you implement the right solution quickly and correctly.
Ready to simplify compliance and improve security? Contact us today to schedule a free consultation and see how Sigma Voice can support your secure IVR needs.
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