Category: Industry

 What Are the Economic Impacts of the Federal Government Going All-Digital?

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As the adoption of digital payment methods continues to increase, the long-held phrase “cash is king” isn’t as true as it once was. In fact, consumer usage of cash at point-of-sale (POS) locations in the United States dropped by 13% between 2018 and 2024. And paper checks are also used less frequently: From 2000 to 2015, the number of checks written by U.S. consumers plummeted by 63%, from 19.3 billion to 7.1 billion. As of 2022, U.S. consumers wrote an average of just 15 checks per year.

Today, most checks are written by businesses or the government, according to data from the Atlanta Federal Reserve. And that’s about to change.

On March 25, the President signed an executive order mandating all federal departments and agencies end their use of paper checks for all disbursements and switch to electronic payments by September 30, 2025. This significant move aims to modernize how the government handles money, transitioning from outdated paper-based payments to fast, secure electronic payments. The potential economic benefits of this transition are substantial, with officials promising the transition will reduce costs, enhance efficiency and improve financial management across government operations.

 

Cost Savings

The shift from paper checks to electronic payments is expected to yield considerable cost savings for the federal government. Paper-based payments impose unnecessary costs and delays, and increase the likelihood of fraud, lost payments and theft. Processing payments through traditional methods can cost as much as $20 per transaction, compared to about 30 cents per digital transaction. By eliminating the need for paper checks, the government can significantly reduce administrative overhead and operational expenses. Additionally, automated workflows free up government staff for higher-value tasks, further contributing to cost savings.

In addition to the considerable cost savings, the transition to electronic payments promises significant time savings opportunities for the federal government. By replacing paper-based processes with digital solutions, government operations can be streamlined and modernized, reducing manual handling, minimizing errors and speeding up transaction times—while not directly related to saving money, these changes will provide cost savings over time.

 

Efficiency Gains

Digital payments offer numerous efficiency gains that can transform government operations. Electronic payments streamline processes, reduce manual handling and improve cash flow management. Faster transaction times and increased accuracy are among the key benefits, reducing the risk of errors and enhancing resident accessibility. For example, agencies with automated workflows receive fewer payment-related inquiries. By integrating modern payment solutions, government agencies can improve their operational efficiency while fostering better constituent relationships through more convenient and secure payment options.

To facilitate this significant transition, it is crucial for government agencies to adopt innovative payment solutions that can seamlessly integrate with existing platforms and streamline operations. Implementing such digital payment systems requires robust security measures to protect sensitive information, reduce errors, and ensure compliance with industry standards. By leveraging modern technology, agencies can accelerate the shift to electronic payments, enhance efficiency and provide residents with more secure and convenient services.

 

Easier Management

Switching from paper checks to digital payments brings transformative advantages for managing accounts and reducing fraud and overhead costs. Digital payments simplify account management by automating processes, reducing the need for manual data entry, and enabling real-time tracking of transactions. This shift minimizes errors and enhances accuracy, ensuring that financial records are always up-to-date and easily accessible.

Fraud reduction is another critical benefit of digital payments. Paper checks are susceptible to theft, forgery, and other fraudulent activities. In contrast, electronic payments offer robust security measures such as encryption and authentication protocols that protect sensitive information and mitigate fraud risks. This transition reduces the likelihood of lost payments and unauthorized access to financial data, safeguarding both government funds and constituent information.

 

Let CSG Forte Help Your Agency Go Digital Now

CSG Forte’s modular payment solutions are designed to meet the specific needs of government agencies, ensuring a smooth transition to digital payments. Forte offers robust security measures, including Level 1 PCI compliance and end-to-end encryption, to protect sensitive information during transactions. Their payment processing solutions are fully integrated into platforms like CivicPlus Pay and WasteWORKS, reducing manual processes and errors. Forte’s APIs and responsive design ensure easy integration across departments, accelerating the time to market for new payment solutions. By partnering with Forte, government agencies can leverage their expertise to implement secure, reliable, and efficient digital payment systems tailored to their unique requirements.

The recently issued executive order mandating the switch to electronic payments presents a significant opportunity for the federal government to modernize its payment systems, reduce costs and enhance efficiency. CSG Forte’s payment solutions provide the necessary tools and support to ensure a successful transition, helping government agencies achieve their goals while improving constituent services.

Contact our team today to learn more about how we can help you prepare for the federal government’s all-digital shift, and check back here soon to get an update from Forte leadership on how the change will affect companies like yours.

A Dose of Digital: How Modernizing Payments Is Revitalizing Healthcare

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Manual payment systems are hindering healthcare providers’ efficiency and impacting their revenue. Digital payments, meanwhile, are poised to revolutionize the industry, improving cash flow, reducing risk and enhancing patient satisfaction.

Real-Time Payments: How Can Your Businesses Use Them?

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Although traditional payment options are still around, consumers and businesses want improved payment methods to send and receive money faster. Real-time payments are a popular solution that have been available to consumers for nearly a decade, offering payments that are transferred and settled almost instantly. Since the real-time payment network is expected to grow domestically and internationally, businesses must understand what it is and how to leverage it to improve operations. Explore our guide for everything you need to know about real-time payments.

 

What Are Real-Time Payments?

A real-time payment is a near-instantaneous payment between two parties. Its name comes from the fact that initiating, clearing and settling a payment occurs in real time, taking only a matter of seconds to complete.

All real-time payments follow International Organization for Standardization (ISO) 20022, a global financial messaging and payment systems standard. Its consistent, data-rich messaging format allows real-time payments to process quickly, which reduces errors, prevents processing delays and enhances security.

Real-time transfers operate on an open-loop system, meaning payments are withdrawn from the payer’s account directly instead of relying on a prepaid balance.

The real-time payments rail is the network that makes these payments possible. The network processes orders all day, every day, year-round, so you can send and receive real-time payments at any time.

 

Faster Payments vs. Real-Time Payments

Though faster and real-time payments seem similar, these terms are distinct with key differences. Real-time payments are a form of faster payments, but not all faster payments are real-time payments.

Faster payment solutions are options that use an accelerated payment rail to post payments quicker than traditional payment rails but are not instantaneous. They are faster because they message transactions quickly but do not settle them in real time.

Examples of faster payments include:

  • Same-day ACH payments by the National Automated Clearing House Association (Nacha)
  • Peer-to-peer (P2P) payment apps like PayPal, Venmo and Zelle
  • Debit push payments like those by Mastercard and Visa

Real-time payments are posted and settled in real time, so the payee can receive money almost instantly. Examples of real-time payments include the RTP network and FedNow.

 

Benefits of a Real-Time Transfer

Real-time payments offer several advantages, including:

  • Almost instantaneous credit: Real-time payments are one of the fastest options available, with payments received and settled almost instantly. The real-time payment network is also available outside standard business hours and on weekends and holidays. People and businesses can send payments anytime and receive money right away without waiting for the money to be credited to the account.
  • Better liquidity management: For businesses, near-instant payments support their cash flow. Instead of funds locked in processing between accounts, funds are credited to the receiving account immediately. This factor is especially beneficial for small businesses with a smaller cash flow.
  • Cost savings: Real-time transfers save businesses money because this method is more cost-effective than traditional payment options. Printing and mailing a paper check takes more time and risks printing errors that delay payment. Transactions that fail to post and need to be fixed manually can become costly. The real-time transfer network eliminates these drawbacks.
  • Improved communication: With traditional payment methods, communication flows in one direction—from payer to payee—and any further communication about the payment has to happen outside the platform. As a result, issues with the payment can take longer to resolve. Real-time transfers allow both payer and payee to communicate, and quick payments improve payment efficiency.
  • Irrefutable payments: Real-time payments are irrefutable or irrevocable. Once the payer sends money, they cannot take it back or reclaim it. This factor is important in business because they can send and receive payments on delivery of a product or service. Instant payments also make it more difficult for parties in a contract to go back on the agreed terms.

 

Merchants Using Real-Time Payments

In the business-to-business (B2B) market, banks, merchants and companies across industries recognize these benefits of real-time transfers. Customer demand for real-time payments has increased, and governments around the world support this payment solution. As a result, more and more businesses are using this network for their payments.

In 2024, the U.S. real-time payments market saw significant growth, with the RTP network experiencing a surge in both volume and value. Specifically, the RTP network logged 343 million transactions valued at $246 billion. The Federal Reserve’s FedNow Service also contributed to this growth, with 1.5 million settled payments in 2024, according to American Banker.

The retail and e-commerce industry accounted for 30% of global revenue from real-time payments in 2024, the biggest share of any market. The desire for quick payment settlements from merchants and the growth of mobile-based shopping have contributed to this growth. Banking, financial services and insurance will likely increase their share in the coming years as they work to adopt real-time transfer options for their customers.

 

How Businesses Use the Real-Time Network

As real-time payment adoption has increased, businesses have found ways to take advantage of the network for B2B transactions. P2P payment apps are integrated with the real-time payment network to make transfers nearly instantaneous. Companies can use this network on P2P apps to make B2B payments, which is easier and quicker than manual processes.

Companies can also use real-time payments for B2B uses like:

  • Confirming payments
  • Adjusting the timing of payments
  • Managing liquid funds
  • Paying bills
  • Reviewing payment data

 

The Future of Real-Time Payments

Given that real-time payments are increasingly adopted by businesses and expected by consumers, this payment method will continue to improve and become the norm for digital payments. In the U.S., the RTP network—and FedNow soon—will encourage developments in real-time payments and support more users and transactions.

As more companies and people use the real-time payment network, security will become increasingly important. Financial technology is a popular target for hackers, but appropriate safeguards can keep payments secure. Fraud detection software like behavioral analytics and machine learning identify fraudulent transactions. Some governments have mandated or are considering legislation for real-time payment security.

As the use of real-time payments becomes more popular, traditional payment methods like paper checks have decreased. Checks are common in B2B transactions, but their processing costs and timeline are prompting more companies to consider electronic payments. In consumer transactions, the use of paper checks has been diminishing for decades.

 

Choose the Real-Time Payments Platform From CSG Forte

Manage your company’s payments with CSG Forte’s cloud-based payments platform. You can unify all your company’s transactions onto one platform and use APIs to integrate its functionalities with your platforms. As a result, you can manage your entire transaction life cycle with:

  • Simplified payment operations by managing transactions and disputes
  • Informed customer insights backed by data
  • Enhanced reporting and analytics
  • Reduced payment platforms and logins

With Forte, you’ll have more time to spend on your business because our platform will monitor and manage your payment data for you. See how our platform works by scheduling a demo with our team. Sign up today for your payment platform solution.

Understanding Electronic Bill Payments: A Comprehensive Guide for Governments

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Government entities are entrusted with the responsibility of managing taxpayer money wisely, so any investment in new technology must demonstrate a clear value proposition. Electronic bill payments offer a modern solution that can streamline operations, enhance efficiency and save money. By adopting digital payment methods, governments can improve the way they collect revenue, reduce manual handling and paperwork and provide a convenient and accessible way for residents and businesses to pay their bills.

But many government entities and departments remain largely reliant on outdated payment methods, such as mailing and processing paper checks, accepting in-person payments and conducting phone transactions—all of which are inefficient and inconvenient. And while up-front investments in expensive tools, like an online payments platform, must be carefully considered, keeping the status quo could be even more costly: According to recent data, government employees spend 10 to 20 hours per week fielding payment-related calls—that’s valuable employee time that could be spent on more complex, meaningful tasks.

Not only that, but without a robust digital payment infrastructure, governments risk missing out on collecting revenue altogether, or may experience collection delays. So, while the up-front investment in a digital payments platform can seem hefty, adopting electronic bill payments streamlines the way government agencies operate, making the process smoother and more efficient for constituents and employees while also saving money.

 

What Are Electronic Bill Payments?

Electronic bill payments involve transferring funds or exchanging money through digital channels, eliminating the need for physical methods like cash or checks. These transactions are facilitated by electronic systems that require collaboration between banks, financial institutions, payment processors and digital platforms.

Completing an electronic bill payment transaction typically involves several steps. After receiving the bill, the customer initiates the payment by providing the necessary payment information, such as bank account details, credit card number or digital wallet credentials. The payment gateway then verifies these details, checking for available funds and other authorization factors. Once the payment is authorized, the payment processor orchestrates the transfer of funds between the payer’s and payee’s accounts. Finally, both the payer and the payee receive a notification or receipt confirming the successful completion of the transaction.

Electronic bill payments offer numerous advantages over traditional payment methods. They are faster, more secure and cost-effective, making them an attractive option for both consumers and businesses. For government agencies, adopting electronic bill payments can lead to increased efficiency in processing payments, reduced manual handling and paperwork and improved cash flow management, plus ease of reconciliation and auditing, which improves visibility and makes transparency much easier to achieve. Additionally, electronic bill payments provide a convenient and accessible way for residents and businesses to pay their bills, which can help reduce late payments and improve overall satisfaction with government services.

By leveraging digital channels and secure systems, electronic payments streamline collections and offer a convenient alternative to traditional payment methods. As we move forward, it’s essential for government agencies to embrace these technologies to enhance their operations and better serve their constituents, who are largely accustomed to paying online—and want to be able to do more of it, In fact, 93% of consumers believe “all governments, including municipal governments,” should offer a digital payment option for constituents, according to data from PayPal/Logica Research.

 

Why Electronic Bill Payments Are Essential for Governments

  • Increased efficiency in processing payments: Electronic bill payments streamline the payment process, reducing the need for manual handling and paperwork. This leads to faster processing times and fewer errors, allowing government agencies to allocate resources more effectively and focus on other critical tasks.
  • Convenience for residents and businesses: Electronic bill payments provide a convenient and accessible way for residents and businesses to pay their bills. They can make payments anytime and anywhere, using various digital channels such as online portals, mobile-friendly pages and automated phone systems. This flexibility helps reduce late payments and improves overall satisfaction with government services.
  • Improved cash flow management for government authorities: By adopting electronic bill payments, government authorities can benefit from faster payment processing and more predictable cash flow. This enables better financial planning and management, ensuring that funds are available when needed for essential services and projects.

 

Introducing CSG Forte BillPay

With decades of experience in the industry, CSG Forte knows payments. Our comprehensive BillPay platform is designed to streamline and enhance the payment process, focusing on efficiency, security and user experience.

CSG Forte BillPay offers a range of features that can be configured to cater to each customer’s unique needs and is scalable as your company grows. Here are some of the standout features that make CSG Forte BillPay a game-changer for government payment systems.

  • Flexible payment options: CSG Forte BillPay supports a variety of payment methods, including online, in-person, over the phone, text-to-pay and via digital wallets. This flexibility ensures that constituents can choose the payment method that best suits their needs, leading to higher satisfaction and on-time payments.
  • Recurring payments: Our platform allows for easy scheduling and maintenance of recurring payments. This feature is particularly beneficial for offices that handle regular payments, such as taxes, utility bills and licensing fees. By automating these payments, agencies can reduce administrative burdens and improve cash flow.
  • Bill presentment: CSG Forte BillPay offers digital invoice access and a guest checkout option, making it easy for constituents to view and pay their bills online. The platform supports custom file formats and easy user interface (UI) customization, ensuring that the bill presentment process aligns with the agency’s branding and operational needs.
  • Fast and flexible integration: The platform is designed for quick and seamless integration with existing systems. With support for custom file formats and easy UI customization, government agencies can implement CSG Forte BillPay without significant disruptions to their current operations.
  • Enhanced security and compliance: BillPay prioritizes security and compliance, offering features such as account ownership verification, fraud prevention tools and secure point-of-sale (POS) devices. These measures help protect sensitive information and ensure that government agencies remain compliant with industry standards and regulations.
  • Centralized payments hub: The platform provides a centralized hub for managing all payment operations, including reconciliation, reporting and chargeback management. This centralization simplifies administrative tasks and reduces the risk of errors, allowing government agencies to focus on their core responsibilities.

CSG Forte’s comprehensive payment solutions extend beyond just streamlining bill payments. Our decades of experience in processing millions of transactions and managing billions of dollars in payments allows our team to offer reliable and scalable solutions for government agencies, ensuring adaptability to changing needs while maintaining cost efficiency. Here are some of Forte’s key features:

  • Seamless integration with government platforms: Easily manage payments collected through CSG Forte’s flagship programs. The integration capabilities reduce manual processes and errors, providing a seamless experience for both the agency and the residents.
  • Comprehensive payment solutions: Accept Automatic Clearing Housing (ACH) payments, debit and credit cards, digital wallet payments and in-person cards through our point-of-sale (POS) devices. This flexibility allows government agencies to offer constituents multiple convenient payment options, enhancing overall efficiency and satisfaction.
  • Proven reliability and scalability: We process more than 214 million transactions annually and manage $98 billion-plus in payments for more than 130,000 merchants across various industries, including government. This experience and capacity allow CSG Forte to scale alongside government agencies, adapting to their changing needs while reducing complexity and cutting costs.

 

How Forte Delivers for the City of Kinston

CSG Forte’s partnership with the city of Kinston, North Carolina, has produced amazing results for the municipality. City leadership wanted to offer residents electronic payment options for utility bills, civil service fees, recreational activities and other city services. After integrating electronic payment processing options, Kinston saw 41% year-over-year growth in the number of transactions processed. The city also received positive feedback from residents who appreciated the ease of making payments through the online portal.

How did Forte produce such dramatic results? Our development team created programming to bridge the gap between Kinston’s enterprise resource planning system and its payment interface. CSG Forte’s Secure Web Pay (SWP) Checkout tool now redirects payers from the city’s website to a secure third-party webpage to complete their transactions, allowing the city to begin accepting online card and eCheck payments without spending money or committing technical resources to developing their own webpage to process payments.

CSG Forte also launched an online and interactive voice response (IVR) utilities billing solution for Kinston using a convenience fee model and provided comprehensive technical support following implementation. By processing more payments electronically, Kinston staff now handle less cash and fewer checks, reducing bank fees and saving time.

As you can see, adopting electronic bill payments is a game-changer for government agencies. By streamlining the payment process, governments can boost efficiency, cut down on manual handling and paperwork and improve cash flow management. This not only saves valuable employee time but also makes life easier for constituents who expect to be able to pay their bills conveniently and securely through their preferred digital channels. And while the upfront investment in a digital payments platform might seem significant, the long-term savings and improved operational efficiency make it a smart move.

To learn more about how CSG Forte BillPay can help your government agency transition to electronic bill payments, download our government-specific eBook or sign up for a demo to learn more about CSG Forte’s comprehensive features designed to cater to your unique needs.

What Should Government Agencies Require from Their Electronic Payments Provider?

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Government agencies face both significant challenges and exciting opportunities in payment processing. Traditional methods of handling payments, including in person and by calling the agency, are increasingly considered inefficient by constituents used to myriad online payment options for most private-market transactions. Not only do processing payments through traditional methods cost more—as much as $20 per transaction compared to about 30 cents per digital transaction—they’re also prone to errors.

Processing payments manually is incredibly labor intensive. In fact, nearly four out of 10 respondents to one survey of government agencies reported their staff members spent between 10 and 20 hours per week taking in-person and phone payments. Local governments, which are typically strapped for cash, stand to lose substantial revenue each year by relying on traditional (antiquated) payment systems.

Digital payments offer numerous benefits, including faster transaction times, increased accuracy, reduced risk of fraud and enhanced resident accessibility. By integrating modern payment solutions, government agencies can improve their operational efficiency while also fostering better constituent relationships through more convenient and secure payment options.

As we delve into the features government agencies should look for in an electronic payments provider, it’s crucial to understand the significant positive impact these digital solutions can have on both operational costs and overall revenue management. Read on to learn more.

 

Improved Security and Compliance

Security and compliance are paramount for government agencies that want to handle electronic payments. CSG Forte offers robust security measures to ensure that sensitive information is always protected. For example, CSG Forte’s BillPay offers:

  • Level 1 PCI compliance: Earning Payment Card Industry (PCI) Data Security Standard (DSS) certification is the highest level of security standard for payment processors, ensuring that all transactions are handled with the utmost care and protection.
  • End-to-end encryption: This technology safeguards data by encrypting it during transmission, making it virtually impossible for unauthorized parties to access or misuse the data.
  • Data tokenization: This process replaces sensitive information with unique tokens, further enhancing the data security.

By choosing CSG Forte, government agencies can confidently process electronic payments, knowing that they are backed by industry-leading security measures and compliance standards.

 

Access to a User-Friendly Interface

Government agencies must be equipped and able to serve a vast range of constituents—from the most technologically-savvy users to individuals who don’t own and barely use a computer. That is why creating an accessible, user-friendly payment interface is essential for government agencies. CSG Forte BillPay offers an intuitive and easy-to-navigate platform that enhances the user experience for both residents and government agencies.

The Forte interface is designed to simplify the payment process, making it accessible to users of all technical levels. Residents can easily make payments online, and government employees can efficiently track and manage transactions, reducing the time they spend taking payments over the phone and increasing their time availability for completing more important tasks that require human intervention.

 

Seamless Integration with Existing Systems

One of the key advantages CSG Forte BillPay offers is its ability to seamlessly integrate with existing government platforms. This ensures that agencies can continue to use their current systems while benefiting from the enhanced BillPay features and capabilities.

By reducing manual processes and minimizing errors, BillPay helps streamline operations and improve efficiency. This means government agencies and their employees can focus more on serving their constituents and less on managing payment processes.

 

Customer Service and Support

CSG Forte is committed to providing exceptional customer service and support to government agencies. Their dedicated support teams are available to assist with any issues or questions that may arise, ensuring a smooth and efficient payment processing experience.

Having access to dedicated support teams means that government agencies can rely on expert assistance whenever needed. This support helps to minimize downtime and ensures that any technical issues are resolved promptly.

By choosing CSG Forte, government agencies can benefit from reliable and responsive customer service, enhancing their overall payment processing experience.

 

Get Started Today

While government agencies must take care to wisely spend taxpayer dollars, adopting and onboarding CSG Forte BillPay is a straightforward process. The easily implemented system provides a wealth of resources to assist agencies during the implementation process, ensuring a smooth transition and successful integration.

And even after the payment platform is live, your agency staff doesn’t have to navigate it alone: In addition to CSG Forte’s helpful customer service, we also offer relevant internal resources and guides to help navigate BillPay setup and customization. These resources are designed to provide comprehensive support and address any questions or concerns that may arise during the implementation phase.

One of the most pressing issues that government agencies face is the need to provide constituents with a convenient and efficient way to manage payments and billing information. CSG Forte BillPay addresses this problem by offering a digital portal where constituents can easily access one-time or recurring payment pages. This portal allows users to check amounts, payment dates and manage their payment options with ease. By utilizing this feature, agencies can significantly reduce the administrative burden on their staff and provide a seamless payment experience for the public.

From improved security and compliance to a user-friendly interface and seamless integration with existing systems, CSG Forte BillPay provides a comprehensive solution that meets the needs of modern government agencies. By adopting CSG Forte BillPay to take advantage of these benefits and improve their overall payment processing experience, agencies will be able to streamline their operations, reduce costs and provide a better experience for their constituents.

To learn more about how CSG Forte BillPay can help your government agency transition to electronic bill payments, download our government-specific eBook or request a demo to explore our comprehensive features designed to cater to your unique needs.

6 Essential Features for a Better IVR Payment System

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Paying bills may never be customers’ favorite activity, but reducing friction points during the bill-paying process can get your invoices paid faster. In fact, Millennials report they are more likely to prioritize paying bills that are easy to pay before taking care of those that are more inconvenient.

Unfortunately, more than half (52%) of consumers report experiencing at least one pain point when paying bills, and 29% encountered multiple issues. Top bill-paying complaints include log-in frustration, authentication issues and a lack of autopay options. By creating convenient payment options for your customers, you improve their overall experience, which can lead to collecting more on-time payments.

One way to conveniently accept payments is with a thoughtfully designed interactive voice response (IVR) payment system. IVR payment systems use Voice over Internet Protocol (VoIP) technology to guide customers through the payment process over the phone. These systems are a convenient, efficient and secure method of taking payments that benefits both customers and merchants. However, poorly designed IVR payment solutions increase customer frustrations instead of reducing them.

So what should you look for in an IVR payment system so you can improve your business and avoid any pitfalls? Read more to learn the 6 key features the best IVR systems have that improve the payment experience for customers.

Benefits of Offering IVR for Payments

Customers expect the payment experience to be quick, convenient and secure. Quality IVR services meet all three of these expectations. Customers may also expect merchants to offer an IVR payment option; according to a 2022 survey of more than 2,100 online bill payers, 26% had paid a bill via an automated phone system within the past year.

The IVR payment process is:

  • Fast: By using an automated IVR payment system, customers don’t have to wait to speak with a live agent. The average IVR payment call takes about three minutes. This can be significantly faster than other payment processing options, such as finding the merchant’s payment portal, logging in and resetting a password after multiple failed login attempts or waiting on hold to speak to an agent to complete a payment.
  • Convenient: IVR payment solutions allow customers to pay their bills 24/7—without an internet connection. Customers are also able to enter their payment reference number (e.g., invoice/account/policy number) so they don’t have to remember a password.
  • Secure: IVR payment platforms securely process transactions and reduce the risk that sensitive payment data is exposed either via unauthorized access to internal systems or through call center agents manually accepting payment details over the phone.
    • When using an IVR system, customers can enter their credit card or Automated Clearing House (ACH) information via their phone keypad instead of reading out the information to a contact center agent. This prevents someone from overhearing the conversation and jotting down the information.
    • Merchants should select an IVR system that complies with the Payment Card Industry Data Security Standard (PCI DSS).
  • Affordable: IVR payment systems benefit merchants by increasing efficiency and decreasing labor costs by reducing payment-related calls to contact center agents, which cost around $5 or more per call. While a few dollars per call may not sound like much, it adds up quickly. In contrast, IVR payment calls cost merchants about 50 cents each.

6 Must-Have IVR Payment System Features

IVR payment systems need to provide:

  1. Multiple payment options (credit card and ACH) for full or partial payments
  2. Several ways for customers to connect to the IVR system
    • Call a direct number (printed on statements or included in an email or text notification)
    • Access via the IVR menu (e.g., press 1 to pay your bill)
    • Agent transfers callers to the payment IVR
  3. A variety of menu options after the customer completes payment
    • Make another payment
    • Receive an email/text receipt
    • Speak with an agent
    • Store (or update) payment method(s) for future transactions
  4. An outbound IVR system that
    • Delivers payment reminders
    • Allows customers to schedule a convenient time to receive an automated call to make their payment
  5. The ability to easily make changes to your IVR system based on your business’ needs
  6. Integration with billing and accounting systems, allowing payments to be posted directly to your business in real time

CSG Forte offers an IVR payment system with inbound and outbound options for fast, convenient and secure payment processing. With CSG Forte’s IVR solution, live agent calls have been reduced by up to 70% for payments, on average.

Contact us to learn how CSG Forte can streamline your payment processes and reduce inbound calls to your call center. Get started today.

Power to the People: Digitized Payments Make Payments Safer and Easier

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The first electronic payment debuted way back in 1871 when Western Union used a telegraph network to “wire” money between Boston, New York City and Chicago, and we sure have come a long way since then. And while wire transfers have been commonplace for centuries, what we now call digital payments really began showing their worth with continued spectacular growth over the last several years. They present an ultra-secure, convenient way to make payments anytime, from anywhere. They’re so convenient and secure, in fact, that Forbes refers to them as “the backbone of global commerce.”

Since the COVID-19 pandemic first made contactless payments the norm, overall adoption of digital payments has skyrocketed. According to a report by Statista, the total transaction value of digital payments is expected to reach $20.37 trillion by the end of 2025, and should hit $36.75 trillion by 2029. This exponential surge in growth is driven by the increasing demand for seamless and secure payment methods, which cater to consumers’ ever-increasing preference for convenience and safety.

In addition to purely digital transactions, digital payments can also be facilitated through physical means. This includes using a card number or a physical card embedded with a secure element, such as a radio-frequency identification (RFID) chip or near-field communication (NFC) technology. These technologies allow for the digital delivery of payment data through a physical medium, blending the tangible and intangible aspects of transactions. This hybrid approach ensures that even in-person payments maintain the same level of security and convenience as their fully digital counterparts, catering to a wide range of consumer preferences and scenarios.

What Are Digital Payments?

Consumers are increasingly growing accustomed to all types of digitized experiences. With a few taps on your smartphone, a pizza can arrive within minutes—no phone call, cash or even answering the door, in some cases. This convenience offered through digital experiences also creates an added layer of safety, allowing transactions without any needed human interaction. And as digital experiences have become more ubiquitous, consumers have come to expect them to be available anytime, on any channel—especially when it comes to making payments.

The payments process plays a pivotal role in each customer’s experience. According to  CSG’s 2025 State of the Customer Experience report, personalization was the biggest driver of customer loyalty in 2024. In terms of staying competitive, digital payments are no longer a nice-to-have—they are a must.

Benefits of Digital Payments

There are several benefits for both merchants and customers when it comes to digital and contactless payments.

  1. Convenience: When asked why they wanted contactless options, 2% of respondents cited convenience as their primary reason for using contactless payments. Contactless payments remove the need for signatures.
  2. Enhanced experience: Digital payments offer a more seamless customer experience while cutting operational costs for merchants.
  3. Security: Contactless payments featuring RFID- and NFC-enhanced technologies are secure, especially when paired with an enterprise-grade point-of-sale (POS) terminal with advanced security.

Choose CSG Forte for Digital Payment Solutions

From managing employees to balancing the books to creating an exceptional customer experience, merchants have more than enough to worry about—partnering with a payments provider with the right solution helps.  At CSG Forte, we offer a full suite of solutions to make digitizing payments scalable, secure and convenient.

Our V400C Plus device makes contactless payments easy. The device was designed with merchants and their customers in mind by offering enhanced features like a color touchscreen interface, wi-fi connectivity and thermal printing. This technology allows merchants to smoothly conduct transactions, providing an exceptional customer experience. Alternately, for merchants that require flexibility or portability, the Magtek Dynaflex II Go card reader can help you accept EMV cards and digital wallets while either located at a fixed setting or on the move.

The V400C Plus can be used as a standalone device, be connected to a point-of-sale application or seamlessly integrate with CSG Forte products. Merchants can accept every major credit card, as well as mobile wallet payments, like Apple Pay and Google Pay.

Combined with our cloud-based platform Dex, merchants can gain insights into what payments customers prefer and allow them to easily manage the entire transaction lifecycle. Reach out today to learn more about how offering secure and convenient contactless payment payments powered by the right technology can get your company more satisfied customers and increase your revenue.

How Integrating Payments Enhances User Engagement and Drives Revenue: Insights from CSG Forte and Rentec Direct

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Seamless payment integration is no longer a luxury; it’s a necessity for software companies. By embedding payment capabilities directly into their platforms, businesses can offer a more streamlined and efficient user experience, ultimately driving engagement and revenue.

In a recent podcast featured in Payments Journal, Jessica Tate from CSG Forte chatted with Nathan Miller, president and founder of Rentec Direct, and Don Apgar, director of merchant payments at Javelin Strategy & Research, about the transformative power of integrating payments into software platforms. The podcast, titled “How Integrating Payments Enhances User Engagement, Drives Revenue,” highlighted the numerous benefits of payment integration and why CSG Forte is the ideal partner for software companies looking to enhance their offerings.

Jessica, Nathan and Don shared their insights on how payment integration can revolutionize software platforms and why partnering with a reliable payment processor like CSG Forte is crucial for success.

 

Enhanced User Experience

One of the primary benefits of integrating payments into software platforms is the enhanced user experience. As Jessica explained, “There are a multitude of benefits for software businesses to work with a partner in integrating payments into their business, one of them being the enhanced user experience seamless transactions, where the capabilities are embedded directly into their software and allows users to make payments without leaving the platform a one stop shop improving the user experience.”

By offering multiple payment options—such as Automated Clearing House (ACH), credit card and debit card—software companies can accommodate diverse customer preferences, making it easier for users to complete transactions.

Nathan echoed this sentiment, emphasizing the importance of simplicity and ease of use. “One of the challenges we’ve had is, how do we make this technology and make it easy for someone to make a rent payment, or, better yet, schedule a rent payment online without having to learn a system or learn a payment processing system, and just make it a couple clicks—really, really easy.” By integrating payments, software companies can provide a seamless and intuitive payment experience, reducing friction and enhancing user satisfaction.

“Especially in the software space, when we talk about customer experience, there are really two layers of the customer experience—the merchant … and the end user,” Don said. “And this is pretty typical in the software space. The software provider has a double-pronged challenge: to make it easier for the merchant, who is their direct customer, and also easier for the end user, who is their indirect customer.”

 

Increased Revenue Opportunities

Integrating payments into software platforms also creates new revenue opportunities. Jessica highlighted the potential for revenue sharing models and upselling additional products or services. “Some payment partners offer revenue sharing models while others were billing the merchant directly,” she explained. “Or we can build a partner, and the partner will, in turn, build their merchants. That also comes into upselling and cross selling, whether there are different opportunities offering additional products or services.”

Don reported that Javelin research indicates that more software companies are realizing accepting payments online can be a revenue driver for their business. By working with a reliable payment partner, software companies can unlock new revenue streams and drive growth. Nathan shared how Rentec Direct has experienced significant growth by integrating payments into their platform. Companies like Rentec, which handles all aspects of property management between landlords and tenants, are able to scale rapidly by beginning to accept payments, Nathan explained. “The number one reason [property managers] come to us is to accept online payments. We have more people signing up for the Payment Capabilities than anything else.”

By offering integrated payment capabilities, Rentec Direct has not only attracted new customers but also helped their existing customers grow.

 

Improved Security and Compliance

Security and compliance are critical considerations when integrating payments into software platforms. Jessica Tate emphasized the importance of data encryption and compliance with industry standards. “We also have data encryption, and compliance ensures secure handling of sensitive payment data, and it helps maintain trust with the users as well.” By partnering with a payment processor like CSG Forte, software companies can ensure that their payment solutions adhere to all necessary security and compliance requirements, protecting both their business and their customers.

Don agreed with Jessica that businesses, such as Rentec Direct, benefit from partnering with an existing payments provider, and he says he’s seeing more and more businesses request payments capabilities be included in their software “because it’s such a critical part of the workflow.”

“There’s so much good payments capability in the market today that it very rarely if ever pays for a software company to build its own payments interface,” Don said. “It’s better to find a partner that already has the right connectivity through the right payment links and the right technology.”

Nathan Miller also highlighted the importance of fraud detection and prevention. “It’s really comforting to know that we’ve got our filters and our checks, and then forte has a whole different level of experience with the payment processing, and they’re catching everything that we might miss.” By leveraging the expertise of a trusted payment partner, software companies can enhance their fraud detection capabilities and provide a safer payment experience for their users.

 

Why CSG Forte?

Integrating payments into software platforms is a game-changer for businesses looking to enhance user engagement and drive revenue. By offering a seamless and intuitive payment experience, unlocking new revenue opportunities, and ensuring robust security and compliance, software companies can stay ahead of the competition and meet the evolving needs of their customers. CSG Forte, with its comprehensive payment solutions and industry expertise, is the ideal partner for software companies looking to integrate payments into their platforms.

To gain more valuable industry insights from Jessica, Nathan and Don, listen to the segment in its entirety on the PaymentsJournal Podcast. To learn more about how CSG Forte can help your business enhance user engagement and drive revenue through integrated payments, contact us today. Our team of experts is ready to assist you in implementing a seamless and secure payment solution tailored to your needs.

The Future of Digital Payments for Governments

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Digital payments are quickly becoming the norm for nearly all types of consumers. In fact, you would be hard-pressed in today’s world to find a retailer that does not offer at least one form of digital payment. And while government agencies haven’t always kept up with the private sector in adopting the latest technologies, more and more public entities are joining the digital payments revolution.

And it’s no wonder why. Digital payments are widely trusted and have become firmly embedded in customers’ habits. They’re going to continue gaining popularity—nearly half (43%) of all payments in the U.S. and Canada in 2025 will be cashless—and use among all industries is expected to explode in the coming years. In fact, a recent study from Juniper Research determined that the number of unique digital wallet users will exceed 4.4 billion globally in 2025. That’s a nearly 52% increase from 2.6 billion unique users in 2020.

And while digital payments primarily improve the customer experience by providing a convenient and secure way to pay, they also provide the departments and agencies that offer digital payment services the opportunity to convert in-person users to more convenient and inexpensive channels. What’s more, the right digital payments platform can help governments mitigate the risk of fraud and cyberattacks. It’s a win for everyone.

On the other hand, public entities have historically been slower on the uptake. As of 2024, just 4.9% of local governments had implemented online payments. Between concerns with personnel resources, budget, compliance and cybersecurity, governments have historically been skeptical of the value that digital payment options would bring to their constituents.

 

Government Digital Payment Solutions

Fast forward to now, as government leaders become increasingly excited to explore digital payment options. Many cities have begun exploring digital payment options, while others have already gone digital and are even looking for expansion options within their newly adopted platforms. Let’s take a closer look at the roadblocks to adoption and what’s at stake for elected officials and their constituents.

For a while, concerns about credit card fees and integrating digital platforms with existing, older processing infrastructure slowed local and regional governments’ embrace of government digital payment options. But that landscape has changed, and digital payments options will continue to become less cost prohibitive—especially as government entities tally the cost savings they can realize by automating payments and reducing in-office employee hours dedicated to check processing.

In addition to opening opportunities for more payment receipt methods, taking digital payments generates data that government agencies can analyze to help them form a holistic view of all constituent transactions. This data tracking and analytics enables departments to create a more seamless experience for paying constituents. For example, account owners can log in to one portal and see all account balances and schedule payments. They can also opt in to receiving automated text reminders about payment dates.

While governments offering digital payments might promise a seamless experience and a path to modernization, there is one obstacle government agencies need to overcome: the security of personal information.

 

Overcoming Security Issues with the Right Digital Government Payments Platform

Governments collect and store some of the country’s most sensitive data and are visible targets for cybercriminals both domestic and abroad. That’s why protecting sensitive information is easily government agencies’ top priority: ensuring this information is kept safe is a matter of national security. Concerns about cybersecurity and damaging data leaks have made many local and regional governments ultra cautious about adopting digital payment options. But despite these challenges, government agencies must find a secure solution.

Most importantly, they need to pay attention so they:

  • Ensure adherence to compliance measures. Payment Card Industry (PCI) and National Automated Clearing House Association (NACHA) standards dictate how businesses collect, store, and work with sensitive constituent information. Any digital payment solution will have to check off these boxes.
  • Uphold the public’s trust. Constituent confidence is directly related to the feeling of safety when making digital payment transactions. Attention to security will fortify defenses and help to develop and retain constituent confidence.

To navigate this concern with caution, government entities should partner with a trusted payments provider who can protect constituent data while ensuring seamless digital payment offerings. Fortunately, there are many technologies available to prevent hacks and provide secure payments. Governments should ensure the digital solutions they adopt include cybersecurity protections like end-to-end encryption, multifactor authentication and tokenization.

From there, the digital solutions provider establishes clear lines of communication with constituents to help them understand the measures in place that ensure the security of their data. Not only does this bolster constituent trust, but two-way communication can allow constituents to flag phishing schemes and scams they receive from fraudsters. Scammers that pose as government entities to gather payments are common, unfortunately. With an open line of communication and these security must-haves in mind, governments can act against fraudsters and stop them from doing more damage.

 

Resource Allocation: Digital Payments Payoff

Resource allocation is a significant concern for most government agencies, especially in volatile election years. Adopting cutting-edge technologies that prevent hacks may be an obvious expense for a large e-commerce brand, but government purchasers are under extreme scrutiny and the consideration and purchase processes necessitate a longer and more detailed approval procedure. However, there are clear benefits to adopting digital payments capabilities. In many cases, the technology pays for itself in the long term.

With more digital integrations, like a user-friendly customer portal and automated text messages to remind residents of upcoming payments, constituents are more likely to pay their bills on time. As a result, your department can limit constituent frustration around late fee charges, save resources on resolving complaints and reduce the time it takes to issue late notices.

The COVID-19 pandemic made digital and touchless experiences vital for immunocompromised residents and critical for the health of all. It’s important to note, however, that maintaining traditional payment methods is also crucial to accommodating all demographics and needs. With more tech-savvy consumers and a younger, digitally fluent population, offering the option of digital payments while still accepting more traditional forms of payment helps create a more seamless and positive experience for more people from more walks of life.

Increased digitalization also reduces the need for personnel to manage payments, allowing governments to reallocate staff to more strategic and impactful departments and missions. Government leaders can even reduce manual processes and simplify reporting activities, allowing the department employees to focus their attention and resources on activities that positively impact their communities and improve the constituent experience and bridge a closer and more fluid connection with residents.

All said, elected officials have a real motive to meet this demand from constituents, and the reasons for government entities to hesitate to adopt the latest and greatest in digital payments solutions are quickly vaporizing. The ability to implement and carefully manage these solutions will be important to maintain constituent goodwill, generate revenue, and provide greater accessibility now and into the future.

Are you ready to offer your constituents the payment experience they expect on their channel of choice? Contact one of our experts to take the first steps toward implementing CSG Forte’s multichannel payment solutions to transform your payment processing.

Finding a Secure Approach to Accepting Phone Payments 

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Credit card fraud is widespread—and it’s expensive for U.S. consumers. In fact, one recent survey found that 60% of Americans have experienced credit card fraud at least once, and 45% have been victimized multiple times. It should be no surprise, then, that according to a recent McKinsey & Company report, 69% of U.S. bill payers rank security as a top feature in the digital bill payment process.

One area of heightened risk is taking credit card payments from your customers over the phone. Your organization needs to get paid, and you can leverage tools to make taking over-the-phone and call center payments more secure.

Merchants who accept credit card payments must comply with the Payment Card Industry Data Security Standard (PCI DSS). Payment card brands may fine merchants up to $500,000 per incident if they aren’t PCI compliant at the time of a data breach.

 

Taking Credit Card Payments by Phone Can Be Risky Business

When consumers think of how contact center agents take payments, they often think of being asked to read off their credit card number, expiration date and card verification value (CVV) code over the phone.

If that doesn’t make you a little nervous, it should. Why? That method of sharing card information may increase the risk of credit card fraud for several reasons:

  1. A contact center agent may write the credit card information down on a piece of paper or somewhere visible where another person could walk by and steal the information.
  2. A disgruntled employee taking the payment may steal the credit card information, using it to make unauthorized purchases or obtain funds from the account.
  3. The customer may be in a public place when reciting credit card details. Someone may overhear the conversation and jot down the credit card information.
  4. Reading out a CVV code negates the reason for having it. This code is used to prove the payer has possession of the card at the point of payment. Someone who overhears and captures that CVV can use it to make card-not-present charges.

 

Discover Better, More Secure Ways to Take Credit Card Payments Over the Phone

  • Inbound and outbound interactive voice response (IVR): Customers can pay via IVR by using automated voice prompts and keypad inputs, eliminating all four problems listed above. The contact center agent transfers the caller to the payment IVR system. The customer enters the card number, expiration date and CVV on their phone keypad when prompted. The IVR system is integrated into a payment gateway to make the transaction and provide the customer with a receipt number. To make it even more convenient for your customer, you can leverage an outbound IVR, where a customer can schedule a time to receive an automated call to make their payment.
  • Live agent assist technology: Businesses can leverage payments technology to have contact center agents quickly send customers a link to a custom online payment page for payment. By using a solution like CSG Forte’s Payer Engagement Platform, contact center agents can easily create an invoice with a few clicks of a mouse and send it to the customer via email or text message. This allows customers to pay promptly and securely—without sharing their credit card information with the agent. This method of payment greatly reduces the risk of fraud, as well as the risk of exposing customers’ personally identifiable information, or PII.

The Payer Engagement Platform is a secure digital payment solution that enables customers to make payments using their preferred channel and payment method, at any time. By incorporating IVR and live-agent assist technology, businesses can ensure secure, efficient and customer-friendly payment processes that minimize fraud risk and protect sensitive information.

Contact us to learn how the Payer Engagement Platform simplifies bill payment, improves customer experience and reduces fraud exposure.