May 02, 2012
Datatel Adds Customer Satisfaction Surveys to IVR Telephone Payments-as-a-Service
By Rajani Baburajan, TMCnet Contributor
Datatel Communications, a provider of PCI (News - Alert) compliant IVR Telephone Payments-as-a-Service, announced the addition of IVR customer satisfaction survey capabilities to its platform, enabling businesses and call centers to measure customer satisfaction immediately after a payment has been completed.
The service combines IVR Credit Card payments over the telephone and customer satisfaction IVR surveys. It helps businesses and call centers meet critical business objectives, meet payment card industry security requirements (PCI-DSS) and measure customer satisfaction in one single customer touch-point.
As the service is integrated into the IVR credit card payment process, the caller can transition to customer satisfaction IVR survey seamlessly making it part of the complete telephone payment experience. It also allows clients to securely collect credit card payments over the telephone.
"By combining IVR Credit Card payments over the telephone and customer satisfaction IVR surveys, businesses and call centers can accomplish two critical business objectives, meet payment card industry security requirements (PCI-DSS) and measure customer satisfaction in one single customer touchpoint" said Barnard Crespi co-CEO of Datatel, in a statement.
According to Crespi, customers who are using the combined functionality are experiencing a higher survey participation rate than other post call survey methods.
Datatel’s IVR Telephone Payment solutions remove the handling of sensitive credit card information by sales, service delivery, customer service agents and in-house self service IVR, helping achieve PCI compliance.
In another related development in the IVR industry, CommerceGate recently introduced a new IVR system which allows end-users to make secure purchases over the phone using a touch-tone telephone, landline or mobile device.
While making a purchase through the IVR system, the caller simply has to key in credit card information, which is transmitted by the system to CommerceGate’s level one PCI compliant secure payment system. Once the payment has been processed, the customer is directed back to the merchant phone service. A merchant using the IVR system can safely process payments and is not required to manage or store sensitive credit card data.
Edited by Juliana Kenny
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