IVR Payment Solutions

Reduce agent costs by up to 80%
Protect your brand from card data theft
Easily achieve PCI DSS SAQ-A

IVR Payment Solutions

Reduce agent costs by up to 80%
Protect your brand from card data theft
Easily achieve PCI DSS SAQ-A

Secure IVR Payments

Interactive Voice Response Payments (IVR Payments) is a method that allows callers to enter their card data via touch tones. This self-service process enables debit and credit card payments to be handled 24/7.

 Achieve more by paying less and use an automated system in your contact centre. Accepting credit and debit cards via IVR is a cost effective and secure way of taking payments. It allows customers to make payments quickly and accurately while reducing agent transaction time and improving security both for you and your customers. Using this method to accept payments is an easy way to achieve PCI DSS SAQ-A.

IVR automation that answers incoming calls and provides voice directions to customers has been a part of the contact centre toolkit for many years. IVR payments allow customers to make payments 24/7 without speaking to an agent or accessing a website.

When choosing IVR payments, the best solutions offer enhancements to traditional favourite technologies such as the cloud, CRM integration and omnichannel capabilities.

The latest IVR payments solutions enable contact centre customers to enter their debit and credit card data via touch tones any time of the day or night, quickly and securely. For organisations using the technology, the return on investment (ROI) against an agent servicing the same call can be significant with automated self-service payments typically costing as little as 50p per call*.

Additionally, these payments are far more secure, available 24x7x365 without any agent involvement and can be configured to reconcile automatically with your accounting systems. Encoded’s payment gateway integrates with all providers, carriers, telephony systems and CRM systems to provide total flexibility for omnichannel payments.

Automated systems are perfect for callers with a unique number i.e. invoice or customer reference to authenticate them prior to taking their payment. The solution is also ideal for seasonal spikes in calls normally requiring temporary staff or costly overtime.

*According to Contact Babel, a leading analyst in the contact centre industry, the average call into a contact centre costs an organisation £4.27. This figure is made up of staffing costs and overheads. An automated system enables customers to self-serve their payments for as little as 50p per call.

Encoded only charges for successfully processed transactions. This pricing policy keeps prices transparent. It rewards both Encoded and its customers on success therefore maintaining an active working relationship focused on service improvements.

What are the Key Features of IVR Payment Services?

R

Make the most of agent time, maximise resources

Freeing agents from boring and repetitive work reduces staff attrition and improves staff morale. Automation provided by Encoded allows agents to spend time providing value added services such as up-selling and cross-selling, complex customer care and loyalty work therefore ensuring better utilisation of critical talent and resources. While improving the customer experience (CX).

R

Security

Typically, these telephone payment systems are far more secure than the traditional method of agents noting down credit or debit card details manually. With Encoded, everything is fully automated and confidential client data is stored centrally and securely within Encoded’s secure cloud infrastructure.

R

Personalise the customer experience

Capturing customer data via IVR enables personalisation, screen-popping and skills-based routing in the event of a request to speak to an agent. The most pertinent up-to-date client information means that calls are automatically distributed to agents with the best knowledge and expertise. This accelerates first contact resolution and boosts CX.

R

Round-the-clock business operations

Available 24x7x365 without any agent involvement, customers can self-serve using IVR to find the information they need and pay at all times of the day and from anywhere.

R

Seamless integration

Encoded’s system can interface with an organisation’s accounting and other critical business systems to ensure agents always have the latest information to deliver a joined up and exceptional customer experience.

Frequently Asked Questions

What is an IVR payment?

Interactive Voice Response Payments (IVR payments) enable customers to make payments without the need for human intervention or involvement. Encoded IVR payments allow customers to make payments 24/7 without speaking to an agent or accessing a website.

What does IVR stand for?

IVR stands for Interactive Voice Response and IVR payments use interactive voice response to enable payments. IVR is computer technology that replaces human interaction in contact centres. The use of IVR payments means that payments can be used simply using touch tones via a telephone.

What are the benefits of IVR payments?

There are many benefits of IVR payments. Primarily these include round-the-clock business operations, security, personalised customer experience, seamless integration and freeing agent time to allow them to focus on more productive services to add value to customer experience.

What are IVR payments used for?

IVR payments are used for multiple purposes. IVR payments are used to enable 24/7 payments to be made without any agent involvement. Customers can self-serve using IVR payments to find the information they need. IVR payments allow customers to make payments from anywhere at any time of the day or night using a telephone.

What is IVR authentication?

It is important to identify a customer using IVR payments and the first place to start is a telephone number. Using a customer’s telephone number for IVR payments authentication is a speedy method of Identification & Verification (ID&V) and improves the customer experience. The second method of authentication is a customer ID number (ie invoice or customer reference) which is entered using touch tones on the telephone into the IVR payments system to authenticate a customer prior to taking their payment.

What are the best IVR payment solutions?
The best IVR payment solutions are those which are closely aligned with your business systems to offer customers a smooth transaction process. IVR payments can be integrated with voice systems so an agent can transfer the customer to the IVR payment once an order has been taken. This allows agents to deal with more customers, spend less time on taking payments and adds value to the customer experience.
Costing for IVR payments

IVR payments are perfect for companies which experience seasonal spikes in calls, normally requiring temporary staff or costly overtime. IVR payment costs can be a fraction of the equivalent costs of an agent taking a payment. According to contact centre analyst Contact Babel the average call into a contact centre costs an organisation over £4. Whereas an IVR payments can be just a matter of pennies.

Reducing payment processing costs with IVR payments

Encoded only charges for successfully processed transactions. In terms of IVR payments this pricing policy keeps prices transparent. It rewards both Encoded and its customers on success therefore maintaining an active working relationship based on customer experience. As IVR payments can cost as little as pennies payment process costs are immediately reduced.

IVR payments and Payment Card Industry Data Security Standard (PCI DSS)

Accepting credit and debit cards using IVR payments is a cost effective and secure way of taking payments. Encoded is Level 1 PCI DSS certified and with IVR payments, everything is fully automated and confidential with data being stored within Encoded’s secure cloud infrastructure. Using IVR payments is an easy way to achieve PCI DSS SAQ-A.

What is needed for IVR payments?

Most business telephone systems can route calls to IVR payments by way of recorded voice prompts therefore avoiding connection with a live agent. Integration with other business systems means that Encoded IVR payments can be configured to reconcile automatically with accounting and other systems.

IVR payment integration

IVR payment integration is made possible by Encoded’s payment gateway which integrates with all providers, carriers, telephony systems and CRM systems to provide total flexibility for secure omnichannel payments. Integration with other critical systems ensures agents have the latest information at their fingertips to deliver a joined up and exceptional customer experience.

Secure IVR payments

Typically, IVR payments are far more secure than other traditional methods which might include agents noting down credit or debit card details manually. With Encoded IVR payments, everything is fully automated and confidential client data is stored within Encoded’s secure cloud infrastructure.

Why Encoded?

Encoded is a Level 1 PCI DSS accredited supplier – which means that contact centres and their customers can rely on Encoded’s technology with absolute confidence.

Key benefits of IVR

R

Reduced cost in comparison to agents taking payments

R

Level 1 PCI DSS accreditation with Attestation of Compliance (AOC) from Encoded

R

Seamless integration with existing business working methods

R

The option to have comprehensive reporting including user behaviour analysis

R

Full system redundancy backup with a 99.99% uptime SLA

Want to find out more?

Contact us now to learn more about how Encoded can improve your business efficiency.

Type of enquiry

14 + 1 =

IVR articles you may like

3 reasons why IVR Payments still matter

As fears over coronavirus fuel a sudden spike in contactless transactions, Rob Crutchington 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...

Card Fraud Reduction

Card Fraud Reduction in Contact Centres: Take Your Pick Rob Crutchington at Encoded recommends asking three simple questions when deciding which fraud control method to use.Many methods of taking card payments have emerged over the years as companies strive to be PCI...

GDPR – What happens next?

GDPR – What happens next? 3 Steps to contact centre complianceRob Crutchington at Encoded looks at the impact of GDPR on contact centres and discusses three ways to help them remain compliant using technology.Contact centres are challenging places. There is certainly...

5 Reasons why Cloud is best

Why Cloud is best What lies behind your payment solution? Contact centres are often seen as the front line service of a business. They are at the forefront of customer service and therefore the long-term profitability of any organisation. Contact centres need to...

Download Product PDF

The product PDF offers the reader an insight into how Encoded’s Payment service works and its ease of implementation.

Encoded's Payment Products

All of Encoded's payment services work cooperatively. Sharing stored card details between solutions, enabling card holders to use the service of their choice without having to re-enter card data.

IVR Payments

PayByLink

Agent Assisted

Web Payments

Mobile App

SMS Chat

Our clients include

Latest News

Read all our latest news articles on payment services

PCI DSS: the forgotten superhero

PCI DSS: the forgotten superhero

As millions of pounds are lost to Coronavirus scams, the Payment Card Industry Data Security Standard (PCI DSS) is enjoying a well-earned revival. Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments.According to...

read more
Encoded partners with cloud telephony provider Xelion

Encoded partners with cloud telephony provider Xelion

Xelion UK, the multi-award winning cloud telephony provider, can now provide integration with the Encoded Agent Assisted payment solution. Xelion users can integrate Encoded technology to securely take payments from their customers.Encoded is Level 1 Payment Card...

read more
3 reasons why IVR Payments still matter

3 reasons why IVR Payments still matter

As fears over coronavirus fuel a sudden spike in contactless transactions, Rob Crutchington 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...

read more

“Encoded is a dream to work with. They are efficient, reliable and totally professional with highly flexible technology to match. Always open to new ideas, they truly listen to what we want and go the extra mile to achieve it. That’s what makes them different and sets them apart from the competition.”

- Head of Customer Contact, Park Group.

“The people at Encoded blended well with our own team and understood our culture perfectly. They appreciated our requirement for a user-friendly solution that reflected Virgin’s own unique sense of style.”

- Operations Analyst, Virgin Holidays.

“Encoded has enabled us to build a truly round-the-clock operation without the need to increase our customer service headcount. To deal with the calls currently handled by IVR we estimate we would need to increase the existing number of agents by around 20%.”

- Managing Director, Green Star Energy.

About Encoded

Encoded is a leading PCI DSS compliant provider of secure interactive voice response payment solutions. Encoded’s products are designed to fulfil three key objectives; Reduce costs by automated business processes, Increase sales by offering new fulfilment channels, Improve customer service by maximising resource efficiency.

Contact Encoded

Head Office:
Encoded Ltd
Spectrum House
Beehive Ring Road
Gatwick
West Sussex
RH6 0LG.

Tel: 01293 229 700
Email: sales@encoded.co.uk

Call Me Back

Enter your details below for a quick reply.

Everyone could learn from this story - How one CX team saved its company from crisis https://www.mycustomer.com/customer-experience/engagement/how-one-cx-team-saved-its-company-from-crisis#.Xylt64stawg.twitter

Load More...