Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

Article : 5 Reasons To Setup IVR Payment For Your Business

#contactcenterworld, @CallStudio

Author: Chidiogo Emmanuel, Digital Communications, Call Center Studio

Advancements in technology have given rise to the integration of modern payment gateway technologies that allow credit card and ACH (eCheck) transactions to be accepted and processed using the IVR systems.

With this integration, businesses can accept receivables in an automated fashion without human interaction. Almost any company that takes payments can benefit from a secure IVR automated phone payment system.

What is IVR Payment?

Interactive Voice Response (IVR) payment is an automated technology that allows a business to set up a payment method for its services or products, and customer servicing of bills through the IVR service. It replaces human interaction within call centers.

The conventional IVR systems offer voice prompts that route callers to live customer service agents for solutions, requiring a lot of staff relative to the call traffic.

With the IVR payment system, secure voice payment solutions significantly reduce the workload on call center agents while increasing cash flow.

Lately, there has been an increase in the need for contactless payment due to fears over the COVID-19 pandemic. This spike has fuelled many businesses adopting card payments as the best option for finalizing transactions with customers.

38% of consumers now see contactless as a ‘basic need’ feature of payments, up from 30% a year ago. In 2019, 41% of customers said they didn’t need contactless payment. Thes number has fallen to 33% as of March 2020.

60% of consumers not currently using self-service technology would like to use it and would like to engage with technology over humans. A study also found that 86% want to purchase health and beauty products using unattended technology.

As the need for contactless payment increases and customer demand for secure, self-services, with the increasing numbers of staff working from home, it’s easy to see why IVR payments are the toast of contactless payments.

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



How do IVR Payments work?

  • When a customer initiates a transaction, your IVR system would carry out identification and verification (ID&V) and pass the call to a payment gateway.

  • The payment gateway will interact with your IVR service to reconcile all transaction data.

  • The contact center software provider manages the IVR flow and integrations with your required payment provider and CRM/customer database where required.

  • Once a customer enters their card details, it is captured using the DTMF/keypad tones.

  • The transaction is processed via an integration with your payment provider.

  • The payment gateway reconciles the result back to your contact center software, allowing you to complete any actions and retain a record of all transactions.

What are the benefits of IVR payments?

Secure self-service payments Security is a top concern for customers, and they would expect that to be matched with convenience without their details falling into the wrong hands.

IVR payment solutions allow contact center users to enter their debit or credit card data via DTMF/keypad tones anytime, quickly and securely.

When deciding to implement this service, it is crucial to look for a contact center provider that will work with you throughout the compliance process to avoid infringements.

Your IVR payment solution should authenticate callers before taking payments via a unique number like an invoice or customer reference. It should also be able to integrate easily with in-house telephony, accounting, and CRM systems.

These features allow your agents to deal with more customers and spend less time on taking payments while guaranteeing to customers security in the knowledge that their card details are safe.

Reduced processing costs – According to ContactBabel, the average call into a contact center costs an organization about $5. In comparison, an IVR payment can be just a matter of pennies.

For companies that experience seasonal spikes in calls, an IVR payment system is the recommended option. It eliminates the need for hiring temporary staff that may not be needed afterward, thereby incurring costs.

Integration and flexibility – In a world where the pandemic has disrupted business operations, IVR payments have grown in popularity and importance.

This service can be access anywhere by customers and remote-workers, whether in the office, at home, across time-zones, providers, carriers, and telephony systems.

Businesses can streamline payment processes by centralizing their IVR payments across multiple contact centers while linking to numerous CRM systems to enhance customer service.

24/7 Payments – Being able to accept payments 24/7 provides your customers convenience and reduces the time your staff spends on responding to questions that are sometimes redundant.

Customer Loyalty – Your IVR system could be an excellent foundation for setting up a customer loyalty program.

A loyalty program can be set up to reward customers that are prompt on payments. This allows your business to engage and create a better relationship with your customers.

Your IVR payment service can be combined with simple email or text notification reminders, which can likely offer customers extra motivation to acquire a service or product.

Other benefits include

  • Automated phone payments offer another payment option for your customers based on their convenience.
  • Increased customer satisfaction.
  • Reduced waiting time for customers.
  • Less use of organizational staff-hours.
  • Availability of multiple languages for a diverse customer base.

#contactcenterworld, @CallStudio

About Call Center Studio:
Company LogoCall Center Studio is the world’s first call center built on Google, is one of the most full-featured enterprise-grade systems, is easy to use, and is the price-performance leader.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - All Customer Touchpoints Need To Provide Service

Read today's tip or listen to it on podcast.

Published: Wednesday, August 5, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Call Routing Optimization

Eastwind Communications

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.
PH: 508-862-8600

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.
PH: +1-773-325-0608

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =