Typical Implementation

Payment Capture can be used for a range of customer applications including:

• Customers in the Utility sector use Payment Capture to allow their callers to pay their quarterly invoices.
• Public Sector authorities use Payment Capture to provide a simple means of paying for services.
• Retail companies use Payment Capture to allow callers to pay for items they have selected from a catalogue.

Key Features & Benefits

• Payment Capture automates the process by which callers provide their card details and make a payment, thus freeing up agent time to work on higher value activities.
• The time taken to capture the required information is reduced by between 40% and 80%
• Two transaction processing methods are supported. Either real–time authorization and validation via a Payment Gateway, or batch processing.
• Payment Capture supports an extensive range of credit and debit cards used in the UK and US markets.
• Payment Capture can utilize a Card Number captured in an earlier VSA application, such as IDVS
• Fully configurable via the Fluency Management Console
• “Always On” availability allows callers to make payments 24 x 7.

Application Configuration

The following options can be configured in Payment Capture via the VSA Management Console:

• A UK or US Locale can be selected, with full support for local currencies and credit cards.
• The following Credit / Debit card information can be collected from each caller: Card Number, Expiry Date, Issue Number (Switch Cards only), Start or Issue Date, CVV (Card Verification Value)
• The customer has an option of applying a surcharge (either a fixed or percentage value) for card payments
• Further options exist to inform callers of their current balance or minimum payment required.
• Customers can configure the minimum and maximum payments amounts to be supported.
• A contact number can be collected within the same call flow, to be used in the event of any problems arising.
• Additional call flows can be set up in response to changing business requirements.

Deployment Options

Payment Capture is a key application within the VSA suite. Fluency’s packaged speech recognition solutions are available On-Premise and Hosted, and have been successfully deployed for a range of customers across the US and UK.

Implementation & Support

Fluency provides a dedicated account team with overall responsibility for project implementation and ongoing support. An Account Manager, supported by a Technical Account Manager, provides the primary commercial point of contact. The Fluency Project Management Team guides the implementation through Project Initiation, Requirements Capture, Analysis and Design, Integration and Testing, and Implementation. Full training is provided covering Speech Recognition, Voice User Interface design, and Application Configuration. Post implementation, the Fluency Customer Response Center provides timely and dependable resolution of technical incidents. Fluency offers both “Business Day” and full 24 x 7 support.