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Interactive Voice Response

Spectrum’s Interactive Voice Response (IVR) – Customizable, Scalable, Secure

Our IVR offers everything you need to create a customer-friendly, option-rich and efficient call campaign, voice messaging and payment process to augment your current call system.

  • It can be integrated with an existing toll-free or direct inward dial number
  • Its call flow, voice prompts and payment handling is entirely customizable
  • It can accommodate both personal and corporate credit cards as well as ACH transactions
  • It allows for the use of your existing voice talent or Spectrum can provide its own
  • It supports opt-out capability so your customers can speak to a representative with the option for various languages

IVR Overview

The IVR will be scripted around a custom data file that you supply via SFTP, FTP over VPN or API access to your system. This process gives us the ability to custom build an IVR that can not only accept payments, but can provide additional information (as specified in your data file) dynamically to the payer. Amounts due can be aggregated and computed by debtor.

Spectrum offers voice-only as well as payment transaction call handling options. When payment processing is required, our IVR solution processes transactions in real time via the Payment Processor / Gateway transaction API.  All transactions are stored and available for viewing/reporting via the Processor/Gateway interface and via our reports.

Payers can be offered the option to pay different amounts – past due, current or total balance; and these amounts can include or exclude future months. We can also offer the payer a detailed breakdown of billing information. Further, per your request, payers can be offered “readbacks”, multiple data input or additional payment attempts (including changing payment types or amounts). Finally, the payer is provided an approval or decline result along with the Payment Processor / Gateway  transaction ID provided and can choose to have an email/SMS confirmation and receipt sent as well.

During any part of the call, the payer can opt-out or choose to be transferred to a live representative for assistance in the language of their choosing. Transfer requests outside of office hours can be scripted and routed as desired. The IVR and support are both offered 24/7.

IVR Benefits

Our system and its highly flexible features will improve your customers’ experience by eliminating hold times and providing them with a smooth, user-friendly experience that is option-rich and responsive. It will also reduce opt-outs, decrease abandon rates and minimize average call length.

In short, our fully customizable IVR gives you and your customers everything you need to successfully, seamlessly and securely deploy call campaigns and process payments to optimize your products and services.

Contact Spectrum Information Services today for more information on our IVR solutions.