IVR OmniFlow
Seamless, Secure, and Flexible Payments for Call Centers
IVR OmniFlow is a dual-channel payment solution that empowers merchants to offer customers a secure, flexible, and PCI-compliant payment experience through their call centers. Designed for maximum convenience and accessibility, IVR OmniFlow ensures seamless transactions regardless of customer preferences or limitations, while also fully meeting the latest PCI DSS 4.0 requirements.
How IVR OmniFlow Works
During a call, the agent provides the customer with two secure payment choices:
- SMS Link Payment (Preferred Option): The customer receives a secure payment link via SMS, allowing them to enter payment details in a PCI-compliant web form.
- Call Out IVR (Alternative Option): If the customer cannot receive an SMS, they receive an automated call from the HPCI Call Out IVR, guiding them through secure prompts to enter their payment information using their keypad.
Key Benefits
- Omnichannel Convenience: Accommodates all customer needs by providing multiple secure payment options.
- Seamless Agent Integration: Agents can easily initiate either payment method within their existing workflow while continuing to assist customers.
- PCI DSS 4.0 Compliance: Fully removes merchants from PCI scope, ensuring compliance with the latest security standards.
- Enhanced Customer Experience: Reduces friction by allowing customers to complete payments using their preferred method.
- Accessibility & Inclusion: Supports customers who prefer SMS-based payments as well as those unable to receive text messages.
Why Choose IVR OmniFlow?
IVR OmniFlow bridges the gap between digital and voice-based transactions, providing a frictionless and secure payment experience for both businesses and customers. By offering the choice between SMS and IVR-based payments, merchants can ensure that every transaction is completed smoothly, securely, and efficiently — all while reducing compliance risks and optimizing call center operations.
Additional Resource:
Case Studies
Municipality
This municipal merchant required the ability to accept credit cards from their clients in a PCI compliant way in order to reduce their PCI scope as much as possible. The biggest trouble was to collect the customer’s card over the phone while being able to provide guidance to their clients regarding the transaction process and also collect the card during off-hours with an unassisted IVR.
Insurance
This merchant needed the ability to securely collect and store the credit card information that they received from their customers within their call centres and then send this information along with the customer data over to their designated Payment Gateway to complete the transaction. In this case the merchant had a different merchant account for each of their call centre sites — in total, 7 different gateway merchant accounts needed to be configured.