IVR Payment Solutions
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.
- Reduce your agent costs by up to 80%
- Protect your brand from card data theft
- Easily achieve PCI DSS SAQ-A
Secure IVR Payments
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 (take a look at our Ultimate Guide to IVR Payments for 2023).
When choosing IVR payments, the best solutions offer enhancements to traditional favourite technologies such as the cloud, CRM integration and omnichannel capabilities.
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.
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.
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.
Ultimate guide to IVR Payments for 2023
What are the Key Features of IVR Payment Services?
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).
Security
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.
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.
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.
Key benefits of IVR
- Reduced cost in comparison to agents taking payments
- Level 1 PCI DSS accreditation with Attestation of Compliance (AOC) from Encoded
- Seamless integration with existing business working methods
- The option to have comprehensive reporting including user behaviour analysis
- Full system redundancy backup with a 99.99% uptime SLA
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?
What are IVR payments used for?
What is IVR authentication?
What are the best IVR payment solutions?
Costing for IVR payments
Reducing payment processing costs with IVR payments
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?
IVR payment integration
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.
Need help?
Payment solutions for contact centres
Our suite of payment solutions for contact centres include Gateway Services, IVR, Agent Assisted Payments with Fraud Prevention Platform, eCommerce Payments and SMS PayByLink.
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.
PayByLink
Agent Assisted Payments
eCommerce Payments
Gateway Services
SMS Chat
Download our guides
Secure Contact Centre Payments brochure
What our customers say about us
“We needed to offer our members both fast and secure Payment Card Industry Data, Security Standard (PCI DSS) compliant payment methods and advanced e-commerce capabilities using automated technology. Encoded had done their homework and cared about our members and our business, even suggesting additional creative ways to use Encoded technology. From the outset, it was clear they were exploring new ideas to help us work even smarter.”
Karen Coates, Chief Operations Officer, The Wine Society
“We handle hundreds of thousands of calls every year that demand a broad knowledge of financial and legal matters as well as general property maintenance issues. Encoded presented a sound proposal that promised to deliver round-the-clock efficiencies in a cost effective package. The final overall approach and sophisticated IVR technology proved to be the perfect answer to our business problems.”
Tracey McCabe, Head of Customer Service, First Port Property Management
“We decided to refresh the online experience in response to customer demand and changes in the industry. It was a moment of clarity – Encoded was already handling our secure payments with data being fed into our billing system. We needed to create a front-end link so that customers could access this information themselves, rather than relying on speaking to an agent every time they wanted to make a payment or a change to their account details.”
Business Optimisation Manager,
Severn Trent Water
“One of the key reasons for choosing Encoded was to improve the team’s experience of managing large scale migrations from legacy payment systems. With Encoded’s in-depth knowledge of data security, PCI DSS compliance and the latest payment regulations, JT had confidence that the integration would be carried out within the project timescales and to budget.”
Tim Peach, Finance Operations Manager, Jersey Telecom
“From the outset, it was evident that Encoded grasped our requirements for an easy to deploy, fully transparent solution that could integrate seamlessly with our own IT systems. What is more, Encoded offered us a solid and highly scalable platform that promised to drive efficiencies whilst delivering the personal touch to those callers who needed it most.”
Collections and Recovery Department, One Savings Bank
“Along with the simplicity and highly configurable nature of Encoded’s solution, we were impressed by everyone’s professional, can-do attitude backed up by excellent support. Encoded offered a truly scalable solution that could grow with our business. In particular we trusted Encoded to support new ventures such as flexecash® which has already been adopted by a number of high street retailers.”
June Potts, Head of Customer Contact, Park Group
“Tens of thousands of calls relating to payment and meter reads are handled by sophisticated technology provided by Encoded. Encoded’s solutions have supported our business from day one, having been selected from a shortlist of four vendors for its ease of use, speedy implementation and cost-efficiency.”
Shell Energy
“Today, around 10% of all our sales are made using credit or debit card transactions. Our job is to make it easy for customers to pay for services swiftly and securely. Encoded listened carefully to our requirements, made sensible recommendations along the way and even adapted the technology to suit us. The whole experience ran smoothly and we were impressed by their level of knowledge and understanding of our business.”
Peter Doyle, Risk Manager,
Health-on-line
LATEST NEWS
IVR Payment articles you may be interested in
3 Surprises from latest contact centre report
The UK Contact Centre Decision-Makers’ Guide (DMG) revealed several surprises in terms of PCI compliance and card fraud reduction in its 15th edition. This major report studying the performance, operations, technology and HR…
Speak to the team
To discover how our secure payment solutions can free up your contact centre agents' time allowing them to focus on customer service, more complex enquiries and revenue-generating activities.