IVR Payments – Interactive Voice Response for Inbound Customer Payments
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 transactions enable your business to streamline operations and offer more customer IVR Pay options.
Agile Payments PCI Compliant IVR solution 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 Payment Software can be configured to meet all of your self service payment needs.
IVR Payment Systems 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 offer PCI compliant IVR Credit Card Payments and in addition, we provide IVR 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 PCI compliant IVR Gateway system resides in a processing environment that is hosted on redundant tier one, geographically diverse data centers. In addition IVR Tokenization is employed so that full payment data is never exposed. Using a PCI compliant IVR Billing Gateway is a must for ensuring customer data stays protected.
An IVR Phone 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 the Agile Payments 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.
Setup pricing starts at $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 Reporting
Each organization is supplied with a web based portal login that can be used for gathering reporting. Reports can be exported in a number of file formats such as csv, excel, pdf, word, etc. Date ranges can easily be set by the organization’s user in order to export the correct time-frame of reporting data required. Types of exportable reports are:
- Deposit Summary
- Deposit Detail
- Returns (eChecks)
- Credit card verifications
- eCheck verifications
- Scheduled transactions
- Credit card expirations: This report can be extremely helpful if callers are remitting recurring payments or subscription based payments because of re-issued or expired credit cards. See more information on credit card decline management.
IVR Transaction Real-time Reporting
IVR phone transactions can be reported in real-time using API callbacks and updates to the transactions in near real-time using API webhooks. Reporting integration to organizational specific software platforms can be accomplished by using our API webhooks and/or callbacks. Webhooks postback transactional messaging from the IVR payment originations to server-side endpoints that the organization define. These messages can be used to track transactions that are disputed, 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
eCheck payments are nothing new, having been around for a long time. ACH payments now exceed a total volume of $40 trillion. If you have made monthly AutoPay payments for your mortgage or paid a credit card bill, those transactions were via eCheck (ACH). By having eCheck transactions available in your IVR payment system, you are able to process payments much more economically than when processing payments via credit card transactions. If your organization decides to implement consumer convenience fees on the payment transactions, eCheck convenience fees can be much more palpable to your calling customers than credit card 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.
IVR eCheck Payments Verification
Depending on the merchant organization’s needs, various verification utilities can be implemented for eCheck transactions. This positive database verification can verify checking and savings accounts for open or closed status, any outstanding NSF items and whether the account currently has a positive funds balance.
Credit Card transactions with the IVR Payments System
Organizations and merchant companies can choose to open a merchant account for credit card processing in conjunction with the IVR payment system. Processing rates can be configured on a flat rate basis or, more ideally for the merchant organization, on an interchange plus basis – giving the merchant organization a solid understanding that all credit card transaction will be charged at whatever the interchange table rate is for a given card type. As with eCheck transactions, convenience fees can be configured for credit card transactions.
Existing Credit Card Merchant Account
If your organization already has an existing credit card merchant account, it is possible to utilize our IVR payment system. Our gateway transmits to most all back-end credit card processors. This gives us the ability to utilize our value-add products like the IVR system and process your transactions. To enable this, the merchant organization would register for a gateway-only account in addition to the IVR Payments account. In this case the merchant organization would be required to pay a per transaction gateway fee in addition to the small monthly support cost. You would also receive a virtual terminal login where you can pull reporting data for the credit card transactions. If an organization requires an eCheck processing account, this can be done in addition to the gateway account by adding an ACH merchant account.
Populating the IVR Payments System
Merchant organizations who choose to implement the IVR payment system need to populate the system with biller data. This is done via an sftp portal that is supplied to the merchant once they have been enrolled. A simple csv file is all that is required to populate the IVR system. Types of data fields that might be included would be first_name, last_name, account_number, invoice_number, etc., any informational dtaa that’s applicable for a caller to locate and be presented with their amount owed
Adding a web based Bill lookup and Pay solution
Agile Payments can provide an additional inbound payment method that works in conjunction with the IVR payment system. The product is called Bill Pay and is a web based billing and invoice lookup and payment tool. This Bill Pay system allows a merchant organization the ability to populate billing data in the same fashion as the IVR system, via csv file upload. In many cases the same file can be used to populate both systems. Various setup configurations can be accomplished such as what field data can be searched in order to locate a bill or invoice or forcing older outstanding invoices to be paid first. Payments are all originated in a PCI compliant and certified platform, greatly reducing the merchant organization’s PCI scope. And as with the IVR payment system, many, if not all, or the benefits are applicable to the Bill Pay system, including the ability to leverage consumer convenience fees to offset processing costs.
Let’s discuss your requirements
Here at Agile Payments, we’re here to listen to your use case, how you’re currently handling your inbound payments and how we might best be able to configure an IVR or Bill Pay system to reduce and eliminate your man hour workload involved in your current environment. If we don’t think our system meets or exceeds your needs, we will be the first to say so. Contact us today to schedule a consultation on your inbound payments needs. IVR payment systems inquiries are routed to senior staff, all having over 18 years of payment processing experience, having provided processing solutions to organizations of all sizes – from fortune 50 to small business.
We don’t provide out of the box integration solutions for software application payment integration clients. Rather, every aspect of the factors that might be involved in the application’s requirements are examined, culminating in a proposed path for a successful payments integration.