Datatel 2019 IVR Payments Customer Adoption Study

IVR Payments Customer Adoption

The study, entitled 2019 IVR Payments Customer Adoption Study looks at how customers bill payment behavior changed when presented with a new payment option.

Datatel Communications Inc.(Datatel Inc. in Canada), a leader in Payment Technology and IVR Payments, recently completed a study focusing on IVR Payments Self-Service vs. Live Agent Payments with respect to a customer adoption. The study, entitled 2019 IVR Payments Customer Adoption Study looks at how customers bill payment behavior changed when presented with a new payment option.

The two over the phone payment methods studied were:

1. A 24/7 Self-Service Pay-By-Phone system – with no agent involvement
2. Agent assisted/transferred – where the agent first speaks to the customer and then  transfers the customer to the automated pay-by-phone system

The findings for the organization that was the subject of the study over the course of the first three (3) months of their IVR Payments adoption showed that customer preferences for bill paying methodology appeared to undergo a significant transformation over that time period. While the possible reasons for this were still in the process of being determined at the time this analysis was prepared, the implications for the business and its staffing needs are significant should they prove to be indicative of a long-term trend.

A complete overview of the study and findings can be found here

About Datatel

Datatel delivers innovative payment software and secured voice communication solutions to help our customers become more agile, profitable, and successful.

Datatel's Pay-By-Phone / IVR Payments As A Service provides businesses with the most robust and cost-effective way to securely and easily process credit card payments 24/7 over the phone, in a PCI Compliant environment.

Datatel has been providing IVR Payment as a Service and Payment automation technology to hundreds of businesses, healthcare providers, governments, and non-profit organizations for over ten years.

Datatel's success comes from investing in its people, clients, and technology. With a focus on innovation, Datatel has arrived to a service delivery model that guarantees its customers satisfaction.

Source: Datatel Communications Inc/Datatel Inc. in Canada

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