Our organization uses the Secure Payments IVR to allow donors to update their payment information within a fully automated system so that they do not need to call during business hours and wait for an agent.
Automated payments have increased donor updates and support ongoing donations outside business hours
What is our primary use case?
How has it helped my organization?
The Secure Payments IVR enables our organization to collect updated payment information for important situations, such as when credit cards are due to expire, even outside of call center hours and without available agents. To my knowledge, this has greatly improved the number of donors who successfully update their payment information so that their donations will continue after expiration dates have been reached.
What is most valuable?
The Secure Payments IVR is most valuable in allowing our IVR system to collect payment information without any need for an agent. This reduces cost and improves the availability and ease of using our call center for donors.
What needs improvement?
There are no obvious features that need to be added or improved that I can think of.
For how long have I used the solution?
I believe we have used this product for about 2 years, but probably about 6 years or longer for the SequenceShift Payline.
Which solution did I use previously and why did I switch?
Not that I am aware of.
What's my experience with pricing, setup cost, and licensing?
To my knowledge, pricing has been fair for our organization. The pay-as-you-go system is appropriate for our organization.
Which other solutions did I evaluate?
No.
Phone payments have replaced card machines and now process remote transactions securely
What is our primary use case?
I use the solution to process payments via the telephone.
How has it helped my organization?
Rather than using handheld card machines, which rely on the customer being present, this application allows our business to securely process payments via a phone call when the customer is away from our physical location.
This has significantly improved payment speeds and flexibility for the customer.
What is most valuable?
The most valuable features are the ease of installation and support.
The interface for managing the payment process is intuitive and easy to use.
What needs improvement?
There is room for improvement in reporting built into the management portion showing logs of payments.
For how long have I used the solution?
I have been using the solution for two years.
Which solution did I use previously and why did I switch?
Previously, we used handheld card machines.
We moved away from these as they required either the customer being present at one of our sites or reading card details over the phone to a person, risking input errors.
What's my experience with pricing, setup cost, and licensing?
The per transaction pricing is transparent.
Which other solutions did I evaluate?
Other options we considered were web-based.
There was nothing comparable that was phone-based.
What other advice do I have?
There was excellent support during implementation and roll out.
It's a simple product that our call handling agents love.
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