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Acceptance of Customer Payments Made Via Telephone

Description

The eLockbox Payments Service Interactive Voice Response (IVR) Feature can be added to the Customer Service Payments feature of eLockbox Payments to enable acceptance of payments made via telephone without human intervention.

Purpose

eLockbox Payments IVR payment processing is designed to enable IPAYX customers to extend to their customers the ability to make payments via telephone. Working in conjunction with eArchive and eLockbox Payments, it can be easily integrated as an additional application service without the addition of expensive and complex software and hardware.

This feature enables bill payers without Internet access the opportunity to make payments electronically. At the same time, all payment data collected via telephone is combined with data generated by payments made via the Internet.

Benefits

  • Accelerated cash flow Adding IVR payment processing capability increases the number of payments made electronically, which reduces the time required to turn A/R into dollars.
  • Enhanced Customer Service This additional payment channel is available to bill payers regardless of their ability to access your payment Web site.
  • Increased operational efficiency Increasing the volume of electronic payments will help reduce posting errors. This feature enables all electronic payment data to be combined in a single posting file which will reduce the complexity of posting multiple files from different sources

Standard

Full Telephony Interconnection Support
The IVR feature supports calls from touch tone or rotary phones. Callers can navigate through the system using verbal commands or the buttons on their touchtone phone.
Call Scripts Interaction between the caller and the IVR system is based on call scripts. These scripts define the workflow and collection of data during the call. Scripts are pre-programmed to work with eLockbox Payments which makes the system easy to use and at the same time provides for a high level of system efficiency.

Data Integration
The linkages for integrating billing data into the IVR system and payment data from the IVR system are derived from the existing eArchive and the Customer Service Payment feature of eLockbox Payments. This integration does not require a direct interface to biller accounting systems and can be accomplished without disrupting ongoing operations.

Logging & Reporting
All IVR activities are written to logs; this includes live calls, errors and call events. These logs are the foundation for summary reporting of call statistics by time and by IVR phone number.

Availability
The IVR system is available, with the exception of scheduled maintenance, 24 X 7 which extends the hours biller can accept payments.
Authentication & Reporting
Payments made via IVR are validated for posting accuracy and appear as CS payments using a unique agent ID.

Options

Ports
Each Port on an IVR system can handle one phone call at a time. Hence, the number of ports required is equal to the number of simultaneous calls received by the system at any one time. The number of available ports can range from two to fifty based on the resource level.

Minutes
The estimated call volume also defines the number of minutes of IVR telephone time required during the month.

Resource Level
The number of ports and minutes required to handle the estimated call volume define the minimum resource level for which a customer contracts. These levels are designed, based on our experience, to meet the needs of most organizations. Additional resources are made available on a real-time basis to manage burst capacity situations. Port or minute requirements which do not fit into a specified minimum resource level are available via a special quote.

Custom Modifications
Any extension or modification to the IVR feature will be considered via a Change Control Request. A Change Control Request may result in a change in pricing and may also require fees for analysis based on the scope of the request. Initiation of a Change Control Request is no guarantee the requested extension or modification will be implemented.
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