PCI Pal Advances AI-Driven Customer Engagement with Secure Payment Experiences for Zoom Virtual Agent

PCI Pal® , a global provider of secure payment and customer interaction solutions, announced an expansion of its strategic relationship with Zoom Communications, Inc. , with an agreement to accelerate support for Zoom Virtual Agent (ZVA). The planned integration will embed PCI Pal’s secure payment technology directly into Zoom’s advanced virtual agent, enabling seamless, secure customer interactions within AI-driven workflows.

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Zoom Virtual Agent introduces expanded AI capabilities designed to resolve customer issues end to end, seamlessly hand off to human agents when needed, and help enterprises shift from transactional service interactions to more connected customer relationships. With 43% of consumers reporting that chatbots fail to resolve their issues, ZVA aims to close that gap by orchestrating multi-step workflows across systems, continuously learning from human resolutions, and providing full transparency into every agentic action.

As organizations rapidly adopt AI-powered virtual agents to meet growing demand for efficient, always-on support across voice and digital channels, security and compliance remain critical considerations. The planned embedded secure payment capability will enable customers to complete transactions within the same virtual interaction, eliminating the need for channel switching or agent intervention while maintaining rigorous security standards.

Organizations of all sizes are adopting virtual agent solutions at a rapid pace. PCI Pal’s upcoming embedded secure payment capability for Zoom Virtual Agent enables organizations to expand ZVA deployments confidently, reducing compliance complexity and audit burden.

PCI Pal’s technology will be integrated directly into ZVA workflows to facilitate secure payment interactions while helping prevent sensitive payment data from entering the organization’s environment. This approach is designed to help reduce PCI DSS audit scope, risk exposure, and ongoing compliance effort, enabling Zoom customers to scale automation initiatives without significantly increasing regulatory complexity. The solution is being developed to support the transaction volumes and operational needs of global enterprises while maintaining deployment simplicity for mid-market and growing organizations.

“We are pleased to expand our strategic relationship with Zoom as AI continues to reshape customer engagement,” said Darren Gill, CRO of PCI Pal. “Our proven integrations with Zoom Phone and Zoom Contact Center already support secure payments across multiple customer channels. This next phase of our partnership extends those capabilities further. By embedding secure payment capabilities into Zoom Virtual Agent, we enable organizations of all sizes to confidently scale automation while protecting the customer experience and helping them maintain compliance without compromise. This initiative demonstrates our ability to secure payments seamlessly within evolving AI-driven customer journeys.”

“Zoom Virtual Agent orchestrates multi-step workflows across systems, continuously learns from human resolutions, and provides full transparency into every agentic action,” said Ram Rajagopalan, head of product, CX AI at Zoom. “This enables organizations to automate complex interactions with confidence and build more connected customer relationships. We are thrilled to build on our relationship with PCI Pal to ensure that security and simplicity remain central to the customer payment experience.”

The expanded relationship underscores PCI Pal and Zoom’s shared focus on enabling secure, AI-powered customer engagement while delivering seamless, CX-driven experiences within Zoom Virtual Agent.

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