In the post-Covid context, many businesses are looking at how to manage operations, juggling staffing schedules and hybrid office/remote working practices. We’ve noticed an upsurge of interest in our IVR solutions recently, with businesses searching for more automated systems to help them adapt to these new work patterns, while also reducing costs and providing more flexible options to their customers. So, what is IVR and how could it help your business?
What is IVR?
In short, IVR (or Interactive Voice Response) technology enables callers to interact with and purchase through an automated phone system. The system directs callers through a series of options using voice prompts or their phone keypad to reach the service that they require. At the point of payment, the customer is guided through the process of entering their card details into a secure transaction environment.
What are the benefits of IVR?
Undoubtedly, the biggest benefit of IVR is that no call handler is required, freeing up staff resource to work elsewhere in the business while continuing to maintain a consistent and high standard customer experience. The use of IVR for payments improves efficiency, allowing multiple calls and transactions to be handled and processed at the same time while reducing the risk of human error leading to security breaches and maintaining compliance with data protection and PCI DSS.
From the customers’ perspective, IVR offers convenience and flexibility, enabling them to interact and pay outside of usual opening hours and without having to endure a frustrating wait in a caller queue.
How we can help
Here at PCI Telecom, we create bespoke card payment processing solutions that enable businesses to accept and process card-not-present transactions effectively and securely, be it over the phone, online, via webchat and email. Our AUTO IVR™ is cloud based, cost-effective, easy to set up and simple to use, with the added benefit of integrating seamlessly with your database or CRM and other back-end systems. Whatever the size of your business, AUTO IVR™ enables you to capture, integrate and process card payment information with Level 1 PCI DSS compliance accreditation, closing any potential cracks and weaknesses in the payment process and descoping your business from its PCI DSS responsibilities.
For those looking at implementing IVR as part of an omnichannel payment set-up, AUTO IVR™ works effectively as part of our suite of solutions, with ongoing monitoring of transactions across all channels and removing the risk of duplication – particularly useful if you’re dealing with items of limited stock.