As fears over coronavirus fuel a sudden spike in contactless transactions, Rob Crutchington, Managing Director of Encoded, explores the vital role of IVR to deliver fast, secure card payments that boost agent performance and customer confidence
IVR or Interactive Voice Response, the automated technology that answers incoming calls and provides instructions to customers, has been an essential part of the contact centre toolkit for many years. In recent times, the same technology has been instrumental in boosting consumer confidence when it comes to paying household bills or purchasing goods from favourite brands using debit or credit cards. Quite simply, IVR Payments allow customers to make payments by entering their card data via touch tones - at any time of the day or night - without speaking to an agent or accessing a website.
Now it appears that fears over coronavirus are fuelling a rush for contactless payment methods as never before. According to financial services and information management consultancy Futurist Group, about 38% of consumers now see contactless as a ‘basic need’ feature of payments, up from 30% a year ago. On the other hand, the percentage of consumers saying they don’t need contactless payments has fallen from 41% in March 2019 to 33% in March 2020.[i] More card payments translate into more opportunities for IVR to gain celebrity status in the world of self-service contact centre payment technologies.
While there are plenty of IVR payment services on the market, the best solutions align closely to an organisation’s business systems to offer customers a smooth transaction process and frictionless customer experience. Let’s take a closer look:
What are the benefits of IVR payments?
Now is the time to embrace IVR payments to deliver round-the-clock business operations, enhanced security and personalised customer experiences while shaving all-important pounds off the corporate budget. As consumer demand rises for secure, automated card payments and increasing numbers of staff are working from home, it’s easy to see why IVR payments still matter.
About Encoded Ltd.:
Encoded provides interactive voice response solutions and automated payment solutions. Encoded has invested in achieving the highest level of PCI DSS compliance. It has a Level 1 Attestation of Compliance (AOC) which applies to organisations that store, process and/or transmit more than 300,000 Visa transactions per year it also appears on the Visa Europe Merchant Agents List.
Published: Wednesday, June 17, 2020
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
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