An IVR payment system allows companies to offer customers an alternative way to make a payment, especially when they may not feel comfortable giving their credit card or bank information to an agent over the phone. Despite this extra layer of security, many consumers are still hesitant to divulge their financial information over the phone using IVR. Contact centers can reassure their customers that their private data is safe by providing transparency into the security initiatives the business takes to ensure that their IVR is hacker-proof.
What is an IVR payment system?
Before delving into the security aspect of IVR, let’s go over what an IVR payment system is. An IVR payment system uses Integrated Voice Response technology to handle inbound or outbound customer calls. The main purpose of this IVR setup is to accept payment. An IVR payment system could allow customers to pay by credit card or debit card. Many also accept bank routing and account numbers over the phone as a form of payment from customers.
A secure IVR payment system is non-negotiable
When a customer initiates the IVR payment process, they must first verify their identity through personal information only known to them, such as a PIN number or passcode. Only then will they have access to information about their account and the ability to make payments. However, in the past, it hasn’t been uncommon for…
