Easy and Secure: Key to IVR’s Sustained Success



Today, there are a number of options available for customers to pay their bills – WEB, mobile, CSR, IVR – to name a few. These options give consumers what they crave: greater choice, flexibility, and control over their finances. With a global consumer and regulatory focus on cybersecurity, numerous security measures are increasingly being taken to mitigate fraud and increase consumer confidence in digital payment channels. At the same time, notwithstanding the increase in secure online payment channels, IVR continues to be a popular, secure and cost-effective means paying bills using a checking or savings account, debit and credit cards.


Short for “interactive voice response”, IVR is a telephony technology in which an individual uses a touch-tone telephone to manage accounts and pay bills. It does not require human interaction as users’ communication with the database is predetermined by what the IVR system allows the user to access.


With the prevalence of mobile communications in today’s world, virtually everyone has access to an IVR from most markets, without the need for a computer or internet access. Other reasons IVR has remained a popular payment option include:

  • No paper required (which can be lost, stolen or copied)

  • No internet access needed

  • PCI compliant

  • Flexible, available 24/7

  • Fast and cost effective (toll-free call eliminates the need to mail payments)

  • An alternative option to web or mobile payments

  • Convienent account access from most anywhere

  • Private and secure


Additionally, IVR technology continues to evolve with new functionality designed to improve security and the customer experience, including:

  • Voice recognition

  • Dynamic content

  • Automated payment and account status reminders


Despite the growth of digital payment channels, IVR has stood the test of time and will continue to be a relevant, secure and useful payment option for consumers.