Telephone payments have long been a reliable and accessible way for businesses and call centres to collect revenue, offering customers the convenience of paying over the phone without the need for digital checkout journeys. Traditionally, this has included both agent-assisted payments, where a call handler securely processes payment details on behalf of the customer, and automated payment lines, which enable customers to complete transactions independently via IVR systems.
Over time, telephone payment solutions have evolved significantly. What were once simple, analogue systems are now digital, intelligent and highly adaptable platforms. Advances in technology have enabled enhanced security measures such as PCI-compliant processes, as well as smarter routing, real-time integrations, and seamless omnichannel capabilities. Today’s solutions not only support over-the-phone payments (often considered MOTO (Mail Order / Telephone Order) but can also extend and convert payments into eCommerce (ECOM) transactions, giving businesses greater flexibility in how they engage customers and capture revenue.
Key IVR Introduces Agent Digital ECOM
Agent Digital ECOM is Key IVR’s Pay by Link solution for over the phone payments, enabling agents to stay on the call while customers make a secure transaction, via a link received by SMS (text message) or email.
What makes Agent Digital ECOM powerful in today’s market is its ability to support ECOM transactions with 3DS2 (3D Secure 2) multi-factor authentication, helping to prevent chargebacks on over the phone payments. 3DS2 will ask for a biometric scan (fingerprint/face ID) or a one-time passcode (OTP) to confirm the cardholder’s identity. This is particularly valuable for industries such as debt collection and enforcement, where customers may be willing to settle a balance by phone, but dispute the transaction later. Verifying the payer’s identity during the payment journey helps ensure liability can be moved away from the merchant.
The advantages to this adaptation of a traditional Agent Assisted platform, is that agents can continue speaking to the customer while the payment is being taken, available to assist the customer if needed. The payment page can also be pre-populated with the customer’s details, allowing them to simply review, confirm, and complete the payment using their preferred payment method with minimal effort. This mitigates friction and improves completion rates, as customers are less likely to become frustrated and drop the call.
What is Digital Payment IVR?
Digital Payment IVR is designed for sectors requiring the flexibility of self‑service phone payments combined with the added protection of multi-factor authentication. It is an extension of a traditional Payment IVR setup, integrating ECOM transactions to support stronger verification methods, reduce the risk of disputed transactions and higher processing fees.
While a traditional automated payment line focuses on card-not-present and MOTO payments, Digital Payment IVR can be integrated with a digital collection method, addressing the risks associated with over-the-phone payments, post payment disputes and chargebacks. This enables ECOM transactions with 3DS2 authentication and provides stronger validation of the cardholder’s identity. As a result, organisations have clearer proof of authorisation and can benefit from a liability shift where applicable.
These enhancements not only strengthen payment security but also give customers the flexibility to choose a method that suits them best. With the growing adoption of payment options beyond debit or credit card, like digital wallets such as Apple Pay, Google Pay, and PayPal, this eCommerce approach enables users to pay in ways that feel familiar and convenient. In addition, options like Pay by Bank and Direct Debit are seamlessly supported, providing even greater choice and accessibility.
Advanced Telephone Payment Solutions with Key IVR
Agent Digital ECOM and Digital Payment IVR are powerful solutions that enable organisations to take payments over the phone while protecting card revenue and sensitive data. Both agent and automated services are engineered to support customer authentication and reduce chargebacks for card-not-present (CNP) payments.
By combining secure digital payment journeys with 3DS2 authentication, Key IVR supports businesses in high risk, or regulated sectors to reduce disputes, reduce transaction fees, improve payment success rates and maintain compliance with the latest PCI DSS standards.
Want to find out more about our secure telephone payment solutions, and how you can streamline your payment processing?
Key IVR can help – contact our team by emailing sales@keyivr.com or calling +44 (0) 1302 513 000
