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Market Leading UK Retailer Drives Forward Their Payment Journey with Key IVR


Working closely with a market leading retailer within their space, Key IVR implemented a range of payment services that met their requirements and assisted with the speed of which they were expanding.

The company was looking for a Secure Payment IVR to process payments from their customers over the phone 24 hours a day, 365 days a year, without the need for a member of staff to be on the call.

Their rapid growth meant that they needed to implement the solution quickly, to meet the demand for their products and volume of payments.


The Solution

Key IVR provided two different over-the-phone payment options that met their requirements perfectly and meant customers could pay for their products safely and conveniently.

Both services were configured with an SFTP integration and reporting, allowing for reconciliation of all payments at the end of each day.


Payment IVR

A self-serve Payment IVR allows customers to call a dedicated phone number to make payments against their account. The solution is secure to PCI DSS Level 1 compliance, fully branded, with prompts recorded by a professional voice artist. Customers can also receive SMS receipts to confirm their payment.

This solution doesn’t require a member of staff to take payments, freeing up their valuable time and potential future costs as the organisation grows.
A unique aspect of the Payment IVR is customers can also call the number to review any credit notes they have against their account. They can also establish a final balance based on the amount owed for a transaction, minus the amount they have on any credit notes.

If assistance is required whilst a customer is using the Self-Serve IVR, there’s also an option for them to be connected to a contact centre agent during business hours.

Agent Assisted Payments

The Agent Assisted Payment Solution supports the streamlining of the collections process, so any residual calls that still require payment, or request further assistance, are still processed in a PCI-DSS compliant manner. The service allows for customers to conveniently make payments against their account, whilst on the phone with a contact centre agent. Transactions are processed during the call there and then, so the same agent can deal with any account queries, billing issues and ensure the payment is processed successfully. This cloud-based solution was easy to implement into their current business processes, with no on-site installation required. DTMF suppression is used to ensure agents never see or hear the sensitive card holder data that customers input into their phone. Agents can track the progress of the payment using a simple dashboard, monitoring the entire process from start to finish and providing excellent customer service.

The Outcome

Since the new payment solutions went live, reconciliation of customer accounts has drastically improved for this organisation, reducing a lot of manual work for their team and improving business operations.

Sophie Chan, Head of Account Management at Key IVR said:

“Working closely with the Key IVR Customer Experience team, we’re delighted to have helped this particular organisation to understand their new payment systems, providing great assistance to the team when it went live. It’s fantastic to see the positive outcomes from our clients, and to be a part of their growth is extremely satisfactory”.

If you’d like to find out more about how Key IVR can help with your payment needs, Get in touch today, call +44 (0) 1302 513 000 email us at

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