CE08 - Titles and Canonical Info
Contents
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
- Customer needs to make a payment
- Whether already in IVR or with agent, call transferred to Payment Capture IVR
- IVR determines if customer is identified & verified
- IVR requests credit card number
- Depending on card, IVR requests appropriate card details
- IVR connects to Payment Gateway to make payment
- Customer is told payment was successful
Data Sheet Image
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)
Desired State - How to Fix It