Payment technology firm Govolution is deploying the interactive voice response (IVR) platform by NICE inContact, a cloud contact centre software company, to offer rapid and secure consumer credit card payments for its clients.
The NICE inContact CXone IVR solution is intended to minimise agent-assisted call handle time by 20%-50%, protect financial data of consumer and improve productivity.
As part of the deal, Govolution Call Center Payments module will be integrated with the IVR, allowing both self-service and agent-assisted acceptance of payments.
NICE inContact CEO Paul Jarman said: “With Govolution available to companies using CXone, contact centres can continue to streamline the customer experience for making credit card payments.
“Consumers get a choice of how to make their payments and contact centres get improved productivity by increasing self-service interactions and reducing call handle time for agent-assisted calls.”
The CXone IVR employs omnichannel routing, workforce optimisation, analytics, automation and artificial intelligence to provide quick and smart responses for enhanced customer experience.
Govolution president Gregory Gentile said: “We are delighted to partner with NICE inContact, and to deploy CXone IVR to our contact centre customers in order to provide a secure and scalable cloud solution for those accepting credit card payments across many industries.
“Contact centres in government, healthcare, insurance and more can provide their customers with a faster and more secure method to make payments with our joint solution.”