CE08/Canonical - Revision history

Shane.landy@genesys.com: USC: Updated HLF embed code

2021-03-31T14:39:13Z

USC: Updated HLF embed code

Shane.landy@genesys.com: USC: Updated benefits to align with calculators

2021-02-15T15:50:12Z

USC: Updated benefits to align with calculators

Shlandy93 at 14:55, April 15, 2020

2020-04-15T14:55:27Z

Shlandy93 at 12:08, April 1, 2020

2020-04-01T12:08:14Z

Bgrenon: 1 revision imported

2020-03-26T15:34:42Z

1 revision imported

smart_wiki>Shlandy93 at 17:40, March 23, 2020

2020-03-23T17:40:17Z

Shlandy93 at 10:28, January 15, 2020

2020-01-15T10:28:13Z

Bgrenon: 1 revision imported

2018-08-22T18:18:33Z

1 revision imported

Shlandy93 at 18:55, July 18, 2018

2018-07-18T18:55:48Z

New page

{{SMART Meta
|SolutionCategory=CE
|Solution=Self-Service and Automation
|Title=Genesys Voice Payment
|Subtitle=Capture payments in your IVR
}}
{{SMART Canonical
|PlatformChallenge=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.
|PlatformSolution=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.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/3651e2f8-0cd8-442f-99da-344d3b48a817/0
|BuyerPersonas=Head of Compliance, Head of Contact Center(s), Head of Customer Experience
|QualifyingQuestions=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?
}}
{{SMART DataSheetFlow
|Flow=Customer needs to make a payment
}}
{{SMART DataSheetFlow
|Flow=Whether already in IVR or with agent, call transferred to Payment Capture IVR
}}
{{SMART DataSheetFlow
|Flow=IVR determines if customer is identified & verified
}}
{{SMART DataSheetFlow
|Flow=IVR requests credit card number
}}
{{SMART DataSheetFlow
|Flow=Depending on card, IVR requests appropriate card details
}}
{{SMART DataSheetFlow
|Flow=IVR connects to Payment Gateway to make payment
}}
{{SMART DataSheetFlow
|Flow=Customer is told payment was successful
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=Improve the accuracy and efficiency of payments by phone.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Offer customers the option of agent-assisted or fully automated phone payments.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Penalties and Fines
|CanonicalBenefit=Reduce the risk of fraud-related penalties or data breach.
}}

@@ Line 8: / Line 8: @@
 |PlatformChallenge=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.
 |PlatformSolution=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.
-|PainPoints=* Inability to achieve PCI DSS for taking card payments
+|PainPoints=*Inability to achieve PCI DSS for taking card payments
-* Low payment capture rates
+*Low payment capture rates
-* Struggling to meet evolving compliance requirements
+*Struggling to meet evolving compliance requirements
-* Existing technology no longer meets business needs
+*Existing technology no longer meets business needs
-|DesiredState=* The customer is transferred to the payment capture IVR application (transferred from IVR or initiated by agent).
+|DesiredState=*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.
+*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
+*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).
+*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 plays back details to confirm before submitting.
-* The payment capture IVR application is integrated with the payment gateway andcompletes payment through the gateway.
+*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.
+*When successful, the payment capture IVR application informs the customer of successful payment.
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/3651e2f8-0cd8-442f-99da-344d3b48a817/0
 |BuyerPersonas=Head of Compliance, Head of Contact Center(s), Head of Customer Experience
@@ Line 56: / Line 56: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Offer customers the option of agent-assisted or fully automated phone payments.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
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@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Head of Compliance, Head of Contact Center(s), Head of Customer Experience
 |QualifyingQuestions=1) Do you collect PCI-compliant payments in your IVR?
@@ Line 15: / Line 29: @@
 ) What are your plans for increasing payment capture across channels?
 |DataSheetImage=CE27 - genesys co-browse - header (2).png
 }}
 {{SMART DataSheetFlow

← Older revision	Revision as of 18:18, August 22, 2018
(No difference)