What Types of IVR Payment Configurations are there?

The two most common types of IVR Payment services that businesses frequently choose between, depending on their operational needs, are:

Customer Self-Service IVR Payments: Customer Self-Service Pay-By-Phone, is an Automated IVR Payments system that allows customers to make payments 24/7/365 with no live assistance required. The customer can connect to the system by a variety of methods, including direct dial, an IVR-to-IVR transfer, or transfer by a live agent. The secure payment process is fully automated.All payment information is entered directly by the customer into the Payment IVR. In addition to offering customers greater payment convenience, automated self-service payments reduce the demands on the merchant’s staff, increases collection rates and mitigates PCI DSS risk for the merchant by removing manual human interactions.

Agent Assist IVR: Agent Assist IVR is an Automated IVR Payments system that allows a merchant’s agents or staff to accept payments via a process that is PCI compliant. Before connecting a customer, an Agent sets-up the payment process by entering a Customer Number, order amount, or other details on their keypad (or optionally this data can be transmitted by a CTI integration with the agent’s call center systems).Once the agent has set-up this secure payment line, the customer is connected to the system for the automated collection of their credit card information. The card information is entered by the customer without the agent hearing or collecting any card information. In addition to vastly reducing the scope and cost of PCI and DCI compliance for call centers, this service reduces agent time for payments and works equally well with both in-office and home-based agents.

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