CE08 - Titles and Canonical Info

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Important
This information is shared by CE08 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Voice Payment

Capture payments in your IVR

Customer Engagement

Self-Service and Automation

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: Customers expect convenience and demand data security. They want the option of phone payment with the assurance of cardholder protection. If you don't accept card transactions by phone, you lose money. And if you don't exceed data security standards, you put your customers — and your business — at risk.

Platform Solution: Ensure secure interactions with a PCI-compliant solution that protects credit card data submitted to your automated IVR system or to an agent. Protect against fraud and preserve trust while still providing a flexible customer experience.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit Explanation
Improved Customer Experience Offer customers the option of agent-assisted or fully automated phone payments.
Increased Revenue Improve the accuracy and efficiency of payments by phone.
Reduced Penalties and Fines Reduce the risk of fraud-related penalties or data breach.

High Level Flow

High Level Flow Steps

  1. Customer needs to make a payment
  2. Whether already in IVR or with agent, call transferred to Payment Capture IVR
  3. IVR determines if customer is identified & verified
  4. IVR requests credit card number
  5. Depending on card, IVR requests appropriate card details
  6. IVR connects to Payment Gateway to make payment
  7. Customer is told payment was successful

Data Sheet Image

CE27 - genesys co-browse - header (2).png

Canonical Sales Content

Personas

  • Head of Compliance
  • Head of Contact Center(s)
  • Head of Customer Experience


Qualifying Questions

  1. Do you collect PCI-compliant payments in your IVR?
  2. Do your agents collect PCI-compliant payments?
  3. What are your plans for increasing payment capture across channels?

Pain Points (Business Context)

  • Inability to achieve PCI DSS for taking card payments
  • Low payment capture rates
  • Struggling to meet evolving compliance requirements
  • Existing technology no longer meets business needs

Desired State - How to Fix It

  • The customer is transferred to the payment capture IVR application (transferred from IVR or initiated by agent).
  • The payment application determines if the customer is identified and verified.
  • If yes, the payment capture IVR application requests the credit card information via DTMF
  • Based on the card used, the payment application requests the needed card details (expiration date, CVV, and so on).
  • The payment capture IVR application plays back details to confirm before submitting.
  • The payment capture IVR application is integrated with the payment gateway andcompletes payment through the gateway.
  • When successful, the payment capture IVR application informs the customer of successful payment.


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