IVR Payments Customer Adoption Study

New Data Reveals What Actually Drives IVR Payment Adoption

Why Some IVR Payment Programs Stall, and How Others Accelerate. This Report Shows Why.

Organizations invest in IVR Payments to cut costs, reduce PCI scope, and improve customer experience.

But after launch, many still see customers calling staff to pay.

This report explains the real reasons behind stalled adoption and shows how leading organizations shifted from 98 percent agent-assisted payments to 3 percent, with IVR self-service rising from 2 percent to 100 percent in under 12 months.

Below you can find more details.

Download the Datatel Insights Report

What You Will Learn

  • The six adoption drivers that determine whether customers use self-service
  • How routing, voice prompts, internal alignment, and communications change outcomes
  • A dual-case study based on more than 10,000 pay-by-phone interactions
  • Mistakes that block adoption
  • Practical steps to increase IVR usage immediately

Why It Matters

Low adoption increases costs, expands PCI scope, and slows modernization.
High adoption reduces agent load, strengthens compliance, and improves customer experience.

This report provides the evidence-based approach leaders need to get the shift right.

Inside the Report

  • Real-world data from a 13-month IVR Payment transition
  • Call routing reviews and script audits
  • Customer behavior patterns and adoption curves
  • Strategic recommendations that work in every sector, including healthcare, utilities, services, and government

Who Should Download This

  • Operations leaders
  • Customer service leaders
  • Digital transformation teams
  • Finance and compliance teams
  • IT and payment modernization leaders

Download Your Copy:

  • The Shift to Self-Service & Automation: What Drives IVR Payment Adoption – Datatel Insights Report (PDF)
  • Focus on what actually drives adoption.
  • Use real data to modernize your payment experience.

Download the Datatel Insights Report

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What our clients are saying about us

“The customer service on this team is remarkable – just excellent – always so supportive, responsive, patient, and solution driven.”

Ruquaiyeh Siddiqi, Business Process Consultant - Financial Accounting Services, Trillium Health Partners

“Never any issues with you guys! Things just work.”

Gerry Henstra, CEO, Henstra Business Solutions

“Customer service is a really big deal to us, and I am glad to do business with a company that obviously takes it as seriously as we do.”

Jeff Boatman, Global Client Solutions
“We’re happy with the IVR Payment system and it has been working well for us. Recently we also setup your newest SMS (text) receipts and found it to work great.”
IT Manager

“I want to command you and your team at Datatel on the job just completed for Tele-Response Center. The attention to detail and professionalism with which you approached the project was exemplary and greatly appreciated especially considering the several applications that needed to be implemented on short notice. Thanks again for your assistance getting this project off the ground so smoothly.”

Joe Grossman, Sr. Vice President, 121 Direct Response

“My team and I would like to commend Datatel on creating an IVR application that adds great value to our new Travel product. Your knowledge, input and expertise in IVR scripting, call flow management and overall IVR logistics made the development and implementation stages extremely easy to manage. Thank you for a well executed campaign that was launched on time and on budget.”

Ryan McCullough, Marketing Manager, Aegon Direct

“Great team to work with. I look forward to utilizing some additional capabilities in the future.”

Bob Griffin, VP of Operations, MedA/Rx

“We are very grateful for many years of mutually beneficial business relationship with Datatel and for impeccable customer service we have received during these years.”

Director of Student Accounts

“We, Standard Life, very much appreciated Datatel’s expertise, knowledge and support as we worked through the development and implementation stages. Our Clients appreciate the simplicity of the capability, while gathering very valuable feedback. Thanks for making this a very positive experience.”

Anne Pennell, VP, Customer Services Operations, Standard Life

“This was one of the best implementations I have been a part of. The communication was excellent and everything was responded to and dealt with swiftly. A real pleasure. We are looking forward to the impact this will have on our patient payments! Thank you!”

Kim Pace, Director Patient Accounts and Revenue, Chatham-Kent Health Alliance