IVR Payments

A payment by phone service (or interactive voice response) provides an inbound receivable solution for businesses and organizations where customers can call an exclusive number to connect to an automated system that interacts with the callers. This system will enable uploaded invoices or billing amounts due automatically, without the need for human interaction from the merchant-side business.  Payments by phone are always available to your organization, 24/7/365 at all hours.

Options for an Interactive Voice Response solution can be configured for:

  • Stand-alone numbers
  • Dedicated toll free numbers
  • Numbers that can be routed to from a prompt within your organization’s phone tree  

Possible payment options include credit card and eCheck (ACH payments), and payments are captured by touch tone. Once the caller chooses either credit card or eCheck, they will be prompted to enter card data or bank account routing and account number data.

Depending on an organization’s requirements, callers connected to the Payment by phone system will be presented with pre-recorded scripts or custom scripts, with more than 20 languages available.

By uploading bill definition files that describe bill information, billers collect payments from customers via the Interactive Voice Response Payments (IVR) system. Billers direct their customers to a phone number specific to your organization, where customers can enter information that locates their bill, allowing them to subsequently make a payment. Daily reporting tracks all payment activity, and a pre-established credit card merchant account or newly created account can be used. IVR systems also allow for  ACH debit payments, a less expensive alternative to credit card payments.

The IVR payment system resides in a PCI compliant processing environment, and is hosted on redundant tier one, geographically diverse data centers.

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An IVR payment system can make it easy for your customers to make payments while eliminating the need for loads of man hours accepting payments over the phone using traditional methods. Some of the benefits of IVR Payments include:

  • Quick Setup
  • Increased customer satisfaction
  • Multiple languages
  • No staffing considerations for human involvement on the organization’s side
  • Self-service efficiency; no waiting on hold
  • Greatly reduce organizational man hours
  • The system is always on, every day of the year
  • Completely integrated with our virtual terminal and API integrations
  • Consumer convenience fees enablement to offset processing costs possible for many industries or organization types
  • Reduced PCI scope when eliminating human interaction of accepting payments via phone
  • PCI compliant and certified platform
  • Ease of use for a caller to submit an IVR Payment
  • Single source for reporting of all credit card and eCheck payments

By phone payment services eliminate customer service time spent answering phone calls and manually entering transactions, and customers won’t have to wait on hold for a service representative.

Setup pricing typically starts around $500. Some industries are able to offset ongoing transactional fees by implementing service fees where your customers pay for the convenience of using the automated IVR payment system (optional if industry qualified).

IVR Payments provides an inbound receivable solution for organizations and businesses where customers can call into a dedicated phone number and connect to an automated system that interacts with the callers, allowing them to remit invoice or billing amounts due without the need for human interaction from the merchant organization side. Interactive Voice Response Payments never takes time off; it’s always working for your organization, 24 hours a day, 7 days a week and 365 days a year.

IVR solutions can be configured for stand-alone, dedicated toll free numbers or a number that can be routed to from a prompt within your organization’s phone tree prompts. Payments are captured by touch tone and payment modalities possible are credit card and eCheck (ACH payments). After a caller chooses either credit card or eCheck, they are prompted to enter card data or bank account routing and account number data.

Your company can accept Interactive Voice Response (IVR) payments using a customizable IVR platform to suit your specific needs. When callers are connected with the IVR Payment system, they can be presented with pre-recorded scripts or custom scripts, depending on the organization’s requirements. There are currently more than 20 languages to choose from and enable for callers who speak different languages, should the organization have the need.

IVR Payments enables billers to collect payments from customers by uploading bill definition files that describe bill information. Billers direct their customers to a phone number specific to your organization. Customers are prompted to enter information that locates their bill, whereby the customer subsequently makes payment. Daily reporting is provided showing all payment activity. You may choose to use an already established credit card merchant account, or have us create one for you. In addition, we provide ACH debit payments capability, a less expensive alternative to credit card payments.

The IVR payment system is available in three tiers of service; Basic, Standard and Custom. Languages available as part of all packages include English and Spanish as standard. Other languages are available for an additional fee.

The IVR payment system resides in a processing environment that is PCI compliant that is hosted on redundant tier one, geographically diverse data centers.

An IVR payment system can make it easy for your customers to make payments and eliminate loads of man hours accepting payments over the phone using traditional methods. Some of the benefits of IVR Payments:

  • No staffing considerations for human involvement on the organization’s side.
  • The system is always on, every day of the year.
  • Increased customer satisfaction.
  • Self-service efficiency; no waiting on hold.
  • Greatly reduce organizational man hours.
  • Quick setup.
  • Multiple languages.
  • PCI compliant and certified platform.
  • Completely integrated with our virtual terminal and API integrations.
  • Single source for reporting of all credit card and eCheck payments.
  • Consumer convenience fees enablement to offset processing costs possible for many industries or organization types.
  • Reduced PCI scope when eliminating human interaction of accepting payments via phone.
  • Ease of use for a caller to submit an IVR Payment.

With an interactive voice response (IVR) system, customer service time spent answering phone calls and entering transaction manually can be eliminated. Customers no longer have to wait on hold waiting for a customer service rep to answer, improving timely payments and providing better customer satisfaction.

IVR Payments Reporting

Web based portal logins are used to gather reporting. Reports can be exported in a number of file formats, including csv, excel, pdf, word, etc. Organization’s users can set date ranges in order to export the correct time-frame of reporting data required. Types of exportable reports are:

  • Deposit detail
  • Deposit Summary
  • Credit card verifications
  • Returns (eChecks)
  • eCheck verifications
  • Scheduled transactions
  • Credit card expirations: A helpful report if callers are remitting recurring payments or subscription based payments because of re-issued or expired credit cards.

IVR Payments Reporting

Payments by phone transactions can be reported in real-time using API callbacks and updates to the transactions in near real-time using API webhooks. API webhooks and callbacks allow for reporting integration to organizational specific software platforms. Webhooks postback transactional messaging from the IVR payment originations to server-side endpoints that the organization define. Such messages can be used to track disputed transactions, maintain customer payment information via reference tokens, and provide updates on transaction status for reconciliation and account updates.

Automated delivery of reporting can also be configured to be delivered to a single or group email address or posted to an sFTP site.

eChecks (ACH Payments) with the IVR Payments system

Monthly AutoPay payments for your mortgage or paid a credit card bill, for instance, are made via eCheck (ACH). Having eCheck transactions available in your IVR payment system allows one to process payments more economically than when processing payments via credit card transactions. eCheck convenience fees can be much more palpable to your calling customers than credit card convenience fees if your organization decides to implement consumer convenience fees. This is because convenience fees can be configured differently for the two payment modals. For example, for a $250,00 payment, an eCheck convenience fee might be configured to charge the caller a flat rate of a few dollars, where a credit card convenience fee would require around $7.50 to cover the processing costs. And as the dollar amount of the transaction gets higher, the more a caller has to pay for the convenience fee for a credit card transaction, where the eCheck convenience fee remains at the flat rate.