IVR Payment Processing Solutions

The hospitality sector’s business model differs from other businesses. They sell services directly, through branch locations and through a network of agents. Understandably the IVR is the first point of contact and this can be a make or break situation. It depends on the IVR solution and just how well-implemented it is into the hospitality ecosystem. Should you be considering an IVR system then these features could possibly fulfill the wish list. Distinct yet interconnected IVR channels Customer response quality is affected by quality of IVR response. If the IVR system is limited to only interaction with limited choices then it is not going to serve the purpose. What hospitality needs is an IVR that has distinct yet interconnected channels. To explain this, one channel relates to customer dialing in and hoping to find answers to queries that would lead to booking. The IVR should also have connectivity between customer and various branches or agents as may be require...

No, this is not a head to head comparison of IVR packages, free or otherwise, available in the USA and elsewhere or what makes them the best. What is best in IVR can be a subjective matter. Instead, take a look at what features are desirable in IVR solutions and help to improve IVR experience and performance in 2020 for businesses across the USA.  Convergence From being customer avoidance tools the IVR is graduating to becoming a full-fledged customer self service interactive solution. It converges effortlessly into call center solutions and IP PBX as well as social media channels. The original purpose was to handle inbound calls but with convergence with social media and CRM, the IVR finds more frequent use as an outbound messaging tool. Naturally when one considers outbound messaging the issue of customer preferences and profiling arises which brings in artificial intelligence and analytics to the package. With AI and chatbot going into the mix what we will ha...

Utilities, telecom companies and financial institutions are just a few examples of businesses with large customer bases where timely payments are of crucial importance for healthy cash flow. Payments of bills or loan instalments or outstandings can improve a lot with the simple inclusion of a real time pay now IVR payment solution .  Consider the normal scenario Consider a pre- IVR payment system scenario. The creditor sends out a printed reminder, en email or a phone call. The debtor makes it a point to send payment. A cheque may be the preferred method and this entails delay. It may take a day or two or longer for the individual to find time to write out the cheque and mail it. It takes time for the cheque to be processed and for money to show up in the account. Emails are likely to be ignored or set aside for action at a later time. Utilities or financial institutions may send someone in person to collect the cheque but this also introduces delay as well as a...