Integrated Voice Response (IVR) Payments
Accept payments via touch-tone telephone with FIS’ fully integrated Interactive Voice Response (IVR) system
FIS’ IVR payment processing application allows the users to interact with departments and agencies over a touch-tone telephone 24/7. Accepting touch-tone payments gives all customers the option of paying electronically – even those without Internet access. IVR payment options can also relieve call center understaffing challenges and reduce busy signals and hold times for customers. Our ability to offer large-scale, interactive call processing services gives our customers a more efficient and cost-effective method of servicing today’s busy customers while enabling them to choose optional payment methods such as credit or debit cards.
Customer Convenience
With FIS’ IVR solution, making touch-tone telephone payment for taxes, fees or fines is quick and easy. The user dials the toll-free number provided by FIS. Next, the user responds to voice prompts, keying in all data requested into a touch-tone telephone. Voice confirmation is given back to the user to ensure all information and data keyed is correct. Verification requirements are performed at this time. This verification can be performed through several different methods, and as with the Internet application, we work with client personnel to implement the most logical and cost-effective verification method. If all verification checks are affirmative, the transaction is completed. This transaction information is then made available on an immediate basis to client personnel. The user receives a confirmation number or receipt number to confirm the transaction is complete.
How the IVR Application Works
The FIS IVR offers all of the basic features of a stand-alone interactive voice response system, such as a graphical application design tool, host mainframe, database interfaces, communications with third-party software applications and open APIs. The FIS IVR is also strong in automating processes for multiple languages.
FIS provides the most flexibility for creative, interactive applications with interfaces to other applications such as voice messaging, e-mail and Web interactions. Examples include adding an HTML interface to your IVR application, faxing documents based on the type of transaction being performed and providing screen pops to ACD agents based on IVR input. Database-driven applications may also be performed, such as offering customer specific menus based on their unique account type or status. The IVR can consume Web services and SOAP interfaces for customer verification and update.