Payment Flow Intelligence & Optimization

Included with Your Datatel CryptoIVR PRO Payment Service

Get Pricing + Implementation Plan

    What It Is

    A structured 30-day activation included with your Datatel CryptoIVR™ PRO Payment Service.

    Going live is an important milestone. But it is not the same as performing.

    In the first 30 days after launch, customers begin to form habits. Some complete payments easily. Some abandon the process. Some fall back to agents. Others encounter friction your team may not immediately see.

    Without visibility, these patterns become normal. Cost, staff dependency, and operational risk can quietly increase.

    Datatel’s Payment Flow Intelligence & Optimization helps prevent that.

    It combines
    ●Real usage analytics
    ●Hands-on activation support
    ●Payment flow review
    ●A focused optimization session with a Datatel specialist
    Why It Matters

    Every time a customer needs help to complete a payment, it can create:

    01
    Additional Handling Costs
    Every assisted payment carries labour, time, and variability that automated channels were designed to eliminate.
    02
    Higher Call Volume
    Customers who encounter friction in self-service don’t retry they call in. The channel quietly fails while the queue grows.
    03
    More Staff Dependency
    When volume spikes, dependency on people to complete payments becomes a simultaneous capacity and revenue risk.
    04
    Payment Friction
    Confusion in the payment flow creates frustration, abandonment, and follow-up costs that compound over time.
    05
    Potential PCI Exposure
    Every manual payment touchpoint expands PCI scope. Unoptimized channels push card data into environments it shouldn’t reach.

    A payment channel should reduce these issues by design, but that requires more than implementation. It requires measurement.

    What We Analyze

    During the first 30 days, Datatel reviews how customers are actually using your IVR payment channel.

    Analysis 01
    Behaviour
    Customer Behaviour Across the Payment Journey
    How customers are navigating the payment flow — where they pause, repeat steps, or take unexpected paths.
    Analysis 02
    Completion
    Payment Completion Trends
    What percentage of initiated payments reach confirmed completion — and how that changes over time.
    Analysis 03
    Abandonment
    Abandonment Points
    At which step in the flow customers are dropping off — whether early, mid-flow, or at confirmation.
    Analysis 04
    Dependency
    Agent-Assisted vs. Self-Service Activity
    What ratio of payments require staff involvement — and whether that ratio is improving or growing.
    Analysis 05
    Channels
    Channel Usage Patterns
    Which payment channels are being used, at what volume, and where gaps exist between available and utilized options.
    Analysis 06
    Friction
    Areas Where Customers May Be Experiencing Friction
    Where friction is preventing customers from completing payments without help — and what changes would close those gaps.

    All this will give your team a clear picture of what is really happening after go-live.

    What You Receive

    Three components. One integrated activation.

    01
    Payment Activation Support
    During the first 30 days, your team has access to Datatel specialists to help support a smooth transition into production — covering early questions, issue resolution, and operational confidence.
    02
    Payment Flow Intelligence Analysis
    We review early usage patterns to identify what is working, where customers are dropping off, and where improvement opportunities may exist.
    03
    Optimization & Advisory Session
    At the end of the activation period, Datatel hosts a focused session with your team to review findings and recommendations — covering:
    ●Where friction exists
    ●Why payments may be abandoned
    ●How to increase self-service adoption
    ●How to reduce agent dependency
    ●How to improve the customer payment experience
    What We Deliver

    By the end of the 30-day activation, your organization receives:

    Deliverable 01
    A Measured View of Payment Channel Usage
    How customers are using your payment channel, grounded in actual behaviour, not assumptions.
    Deliverable 02
    Clear Visibility into Friction & Abandonment Points
    Where customers are dropping off and what is creating friction in the payment journey.
    Deliverable 03
    A Baseline for Self-Service vs. redirected to staff
    A documented starting point for tracking the ratio of automated versus redirected to staff payments over time.
    Deliverable 04
    Practical Recommendations to Improve Payment Performance
    Specific, grounded recommendations based on what was observed not what was assumed at go-live.

    Greater confidence that your system is operating by design.

    The Datatel Difference

    Many providers stop at go-live. Datatel goes further.

    We help customers understand how payments actually flow through their business, where friction exists, and how the payment process can be improved over time. That is the difference between a payment system that simply processes transactions and one that helps reduce cost, risk, and operational dependency.

    What Good Looks Like

    A well-designed payment system is:

    ⏱
    Resilient
    Works anytime, regardless of volume without relying on staff availability or call centre conditions.
    ■
    Independent
    Not reliant on staffing. Revenue does not depend on people completing transactions.
    ✓
    Contained
    Minimizes PCI exposure. Card data stays within defined boundaries and away from people or systems where it shouldn’t be.
    ▩
    Scalable
    Grows without increasing cost. Payment volume increases without adding headcount or operational risk.
    Included With CryptoIVR™ PRO

    There is no additional cost.

    Payment Flow Intelligence & Optimization is included as a premium feature of the Datatel CryptoIVR™ PRO Payment Service. We include it because a payment system that goes live without insight is not truly optimized.

    30 Days
    Structured Activation Period
    $0
    Additional Cost
    25+
    Years of IVR Payment Expertise

    See How Your Payment Flow Could Perform Better

    Speak with Datatel about how IVR Payments can help your organization reduce agent dependency, improve payment completion, and gain better visibility into payment performance.

    Have Questions or Need to Talk to Someone?

    If you prefer speaking with a specialist. We are here to help.

    Call Us Now: 800 831 6660

    You will reach a Solution Specialist who can answer questions. Discuss your requirements. And guide you through your best next step.

    We’re Here to Help.

    Call 1 800 831 6660 or

    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