Category: News

Nonprofit Payments Can’t Be a Black Box: Why Owning Your Merchant Account Matters

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Earlier this month, the nonprofit sector got a painful reminder that “set it and forget it” donation infrastructure can quickly become a single point of failure.

Coverage from sources like Nonprofit News Feed and restructuring analysts chronicled what happened at Flipcause: Delayed remittances to nonprofits, a cease-and-desist order from the California Department of Justice, its payment processor’s termination of services and freeze of roughly $2.2 million in funds, and a Chapter 11 bankruptcy filing in Delaware with tens of millions in donations owed to thousands of nonprofits.

In those accounts, the sole payment processor is at the center of the dispute, holding a commingled pot that included both Flipcause’s operating funds and donor money earmarked for nonprofits. When that pooled account was frozen, donor dollars were effectively locked inside a processor–platform dispute, and organizations that thought they were “just using a fundraising tool” suddenly found themselves in a bankruptcy case.

The underlying pattern matters more than any single name. In many platform-centric models:

  • The platform, not the nonprofit, is the merchant of record—often through a single large processor.
  • Donor funds are pooled under the platform’s merchant ID, then remitted downstream on the platform’s schedule.
  • Payout timing and holds are governed by the platform’s processor and risk policies, not the nonprofit’s.

When that platform experiences processor issues, regulatory action, or an operational failure, thousands of organizations just like yours can feel the shock at once—often with little warning.

Whatever the ultimate outcomes in court in nonprofit funds mismanagement and potential fraud cases like the one Flipcause is the subject of, the operational lesson is immediate: if your fundraising flow depends on someone else’s rails, you’re exposed to payout interruptions, policy changes, processor actions, and compliance shocks you don’t control.

This blog outlines a practical framework describing why nonprofits should own their merchant account. It’s assurance that donor gifts and monthly contributions keep moving even when the landscape shifts.

 

When “convenient” becomes “vulnerable”

Nonprofits run on trust—and cash flow. If donations slow down, programs pause. If gifts are declined or mishandled, supporters don’t just abandon a transaction; they lose confidence in the organization’s ability to steward their financial support.

But many donation stacks were built for speed, not resilience, and that leaves nonprofits vulnerable to several common risks.

  • Funds held outside your control: When a third party sits between the supporter and your organization, gifts can sit in an account you don’t own. This creates “float” risk, delayed payouts, and opaque timing for when dollars actually hit your bank.
  • Single points of failure: If a platform’s payment processor cuts ties, tightens risk thresholds, or places holds, your donation flow can be disrupted overnight. In the Flipcause situation, public reporting references impacts tied to processor actions—including the payment processor’s decision to terminate services and freeze funds. This is a vivid illustration of how quickly a platform–processor relationship can cascade into missed payouts for nonprofits.
  • Compliance expectations are tightening: New rules—such as expanded monitoring requirements for automated clearing house (ACH) or eCheck fraud and card-network programs that scrutinize excessive fraud and disputes—raise the bar on how platforms and merchants manage payment risk. What used to count as “commercially reasonable” controls are no longer enough as regulators and networks formalize monitoring and enforcement.
  • Fraud is accelerating and industrialized: Industry research projects cumulative online payment fraud losses in the tens of billions each year. A large majority of organizations already report attempted or actual payments fraud, and attackers are now using automation and AI to test cards, take over accounts, abuse refunds, and probe weak defenses at scale.

The takeaway: if you can’t see and control the payment lifecycle end to end, you’re playing defense with one hand tied behind your back. “Convenient” becomes “vulnerable” when a single third party controls both your merchant identity and your fraud posture.

 

Resilience, predictability, and donor confidence

For nonprofits, successful results aren’t gained simply by reducing fraud losses. Success lives in the operational outcomes that keep your mission funded and your supporters engaged. When you combine ownership of your merchant account with modern fraud protection, you’re aiming at outcomes like:

More predictable cash flow: Fewer surprise holds, fewer payout mysteries, and fewer lastminute scrambles to reconcile what cleared. When failure scenarios do occur—nonsufficient fund returns, expired cards, or bank issues—you can layer in services such as automated recovery and card-on-file updating to reduce involuntary churn and keep recurring gifts on track.

Better donor experience: Fewer unnecessary declines, fewer confusing error messages, and donation flows that feel fast, mobile-friendly, and trustworthy. Supporters can give using the methods they prefer—cards, ACH/eCheck, digital wallets, or recurring monthly gifts—without running a gauntlet of clumsy fraud checks.

Stronger governance: Clearer accountability for payment operations, reporting, and oversight. As regulations and platform rules tighten, you can show boards, auditors, and major donors that you understand where money flows, how it’s protected, and how quickly issues are identified and escalated.

Protection that scales: As donor volumes grow and campaigns expand, your payment platform should support high-volume, low-latency monitoring with always-adapting models and configurable thresholds. That means your fraud defenses can keep pace as your supporter base and fundraising channels grow—without requiring a proportional increase in manual review work.

The nonprofit sector doesn’t need more cautionary tales to prove the point. The urgency is already here: fraud is rising, regulation is tightening, and donation interruptions tend to hit at the worst possible time.

 

Rethinking the foundation, not just the form

At a glance, donation pages and buttons may all look similar. The critical difference lies underneath:

  • Who is the merchant of record? Is it you or a third-party platform?
  • Where do funds actually sit between authorization and settlement?
  • Who is responsible for fraud monitoring, compliance, and payout decisions?
  • How quickly can you adapt if a processor, platform, or bank changes course?

If your fundraising platform can’t give you clear answers on ownership, transparency, and modern fraud defense—or if the answers leave you exposed—it’s time to rethink the foundation, not just the form.

That doesn’t have to mean abandoning the tools your team loves. It does mean adopting a payments architecture where your organization owns the merchant account, has end-to-end visibility into the payment lifecycle, and can layer in AI-powered fraud protection that fits your risk posture and mission.

If you want to pressure-test your current setup, CSG Forte can help you:

  • Map where donations and monthly gifts actually travel today.
  • Identify single points of failure in payout flows and processor relationships.
  • Evaluate your fraud controls across ACH, card, and digital channels.

Talk with CSG Forte about setting up a dedicated merchant account for your nonprofit to protect supporter gifts, strengthen your cash flow, and keep your mission moving, even when the landscape is changing around you.

Press Release: CSG Helps Businesses Cut Fraud Losses by up to 70% with CSG PaymentsProtection.ai

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AI-powered fraud detection solution enables near-real-time, cross-channel transaction monitoring to stop fraud without slowing legitimate payments.

Press Release: NEC to Acquire CSG, Strengthening Its Position as a Global Leader in Digital Transformation

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TOKYO, Japan and DENVER, Colorado – October 29, 2025 – NEC Corporation (TSE: 6701) (“NEC”) and CSG Systems International, Inc. (NASDAQ: CSGS) (“CSG”) today announced they have entered into a definitive agreement under which NEC will acquire CSG for US$80.70 per share in cash, for a total enterprise value of approximately US$2.9 billion, or JPY438.5 billion, including debt. The transaction price represents a 17.38% premium over CSG’s closing price of US$68.75 on October 28, 2025, and a 23.07% premium to the volume-weighted average price (VWAP) of CSG common stock for the 30 days ending October 28, 2025.

The transaction strengthens NEC’s position as a leader in next-generation digital solutions and accelerates AI and cloud-driven innovation for customers across industries. It will bring together complementary software and services across digital transformation, expanding NEC’s software- as-a-service (SaaS) portfolio, customer footprint, and global reach.

Adding CSG’s proven SaaS product portfolio and strong global customer base to NEC and its subsidiary, Netcracker, delivers meaningful value to customers through a diversified and expanded product portfolio. The transaction will enable NEC to deliver a more competitive offering in next-generation environments, such as global communication service providers, and to leading brands in high-growth sectors such as media, financial services, healthcare, retail and logistics. The transaction builds on the capabilities of NEC’s subsidiary, Netcracker, which provides a complementary global footprint and deep expertise in BSS (Business Support Systems) and OSS (Operational Support Systems), aligning naturally with CSG’s strengths.

The agreement has been unanimously approved by both companies’ Boards. The transaction is expected to close within the 2026 calendar year, subject to the satisfaction of customary closing conditions, including approval by CSG shareholders and receipt of required regulatory approvals.

Advisors

Goldman Sachs is serving as financial advisor, Freshfields is serving as legal advisor, and FGS Global is serving as strategic communications advisor to NEC. Jefferies is serving as financial advisor, Simpson Thacher & Bartlett LLP is serving as legal advisor, and Joele Frank, Wilkinson Brimmer Katcher is serving as strategic communications advisor to CSG.

About NEC

The NEC Group leverages technology to create social value and promote a more sustainable world where everyone has the chance to reach their full potential.

NEC Corporation was established in 1899. Today, the NEC Group’s approximately 110,000 employees utilize world-leading AI, security, and communications technologies to solve the most pressing needs of customers and society.

About CSG

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. Our customer experience, billing and payments solution help companies of any size make money and make a difference.

With our SaaS solutions, company leaders can take control of their future and tap into guidance along the way from our fiercely committed and forward-thinking CSGers around the world.

FORWARD-LOOKING STATEMENTS

The foregoing contains “forward-looking statements” within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended, or the Exchange Act. Forward-looking statements include, but are not limited to, statements concerning the Company’s expectations, plans, intentions, strategies or prospects with respect to the proposed transaction. These statements are often identified by the use of words such as “anticipate,” “believe,” “continue,” “could,” “estimate,” “expect,” “intend,” “may,” “plan,” “hope,” “hopeful,” “likely,” “may,” “optimistic,” “possible,” “potential,” “preliminary,”

“project,” “should,” “will,” “would” or the negative or plural of these words or similar expressions or variations. Forward-looking statements are made based upon management’s current expectations and beliefs and are not guarantees of future performance. Such forward-looking statements are subject to a number of risks, uncertainties, assumptions and other factors that could cause actual results and the timing of certain events to differ materially from future results expressed or implied by the forward-looking statements. These factors include, among others:

(i) the ability of the parties to complete the proposed transaction on the anticipated terms and timing, or at all; (ii) the satisfaction or waiver of other conditions to the completion of the proposed transaction, including obtaining required shareholder and regulatory approvals; (iii) the risk that the Company’s stock price may fluctuate during the pendency of the proposed transaction and may decline if the proposed transaction is not completed; (iv) potential litigation relating to the proposed transaction that could be instituted against the Company or its directors, managers or officers, including the delay, expense or other effects of any outcomes related thereto; (v) the risk that disruptions from the proposed transaction will harm the Company’s business, including current plans and operations, including during the pendency of the proposed transaction; (vi) the ability of the Company to retain, motivate and hire key personnel; (vii) the diversion of management’s time and attention from ordinary course business operations to completion of the proposed transaction and integration matters; (viii) potential adverse reactions or changes to business relationships resulting from the announcement, pendency or completion of the proposed transaction; (ix) legislative, regulatory and economic developments; (x) potential business uncertainty, including changes to existing business relationships, during the pendency of the proposed transaction that could affect the Company’s financial performance; (xi) certain restrictions during the pendency of the proposed transaction that may impact the Company’s ability to pursue certain business opportunities or strategic transactions; (xii) unpredictability and severity of catastrophic events, including but not limited to acts of terrorism, outbreaks of war or hostilities or global pandemics, as well as management’s response to any of the aforementioned factors; (xiii) the possibility that the proposed transaction may be more expensive to complete than anticipated, including as a result of unexpected factors or events; (xiv) unexpected costs, liabilities or delays associated with the transaction; (xv) the response of competitors to the transaction; (xvi) the occurrence of any event, change or other circumstance that could give rise to the termination of the proposed transaction, including in circumstances requiring the Company to pay a termination fee; (xvii) the ability to realize the anticipated benefits of the proposed transaction, including the expected synergies and cost saving; (xviii) the possibility that competing or superior acquisition proposals for the Company will be made; and (xix) other risks set forth under the heading “Risk Factors,” of the Company’s Annual Report on Form 10-K for the year ended December 31, 2024 and in the Company’s subsequent filings with the Securities and Exchange Commission. You should not rely upon forward-looking statements as

predictions of future events. Actual results and outcomes could differ materially from the results described in or implied by such forward-looking statements. Forward-looking statements speak only as of the date hereof, and, except as required by law, the Company undertakes no obligation to update or revise these forward-looking statements.

ADDITIONAL INFORMATION AND WHERE TO FIND IT

This communication does not constitute an offer to buy or sell or the solicitation of an offer to buy or sell any securities or a solicitation of any vote or approval. This communication relates to a proposed acquisition of CSG Systems International, Inc. by NEC Corporation. In connection with this proposed acquisition, CSG Systems International, Inc. plans to file one or more proxy statements or other documents with the SEC. This communication is not a substitute for any proxy statement or other document that CSG Systems International, Inc. may file with the SEC in connection with the proposed transaction. INVESTORS AND SECURITY HOLDERS OF CSG SYSTEMS INTERNATIONAL, INC. ARE URGED TO READ THE PROXY STATEMENT AND OTHER DOCUMENTS THAT MAY BE FILED WITH THE SEC CAREFULLY AND IN THEIR ENTIRETY WHEN THEY BECOME AVAILABLE BECAUSE THEY WILL CONTAIN

IMPORTANT INFORMATION. Any definitive proxy statement(s) (if and when available) will be mailed to stockholders of CSG Systems International, Inc. Investors and security holders will be able to obtain free copies of these documents (if and when available) and other documents filed with the SEC by CSG Systems International, Inc. through the website maintained by the SEC at http://www.sec.gov. Copies of the documents filed with the SEC by CSG Systems International, Inc. will be available free of charge on CSG Systems International, Inc.’s internet website at https://ir.csgi.com/investor-home/default.aspx or upon written request to: CSG Systems International, Inc., Investor Relations, 169 Inverness Dr W, Suite 300, Englewood, CO 80112, or by email at [email protected].

Participants in Solicitation

CSG Systems International, Inc., its directors and certain of its executive officers and employees may be deemed to be participants in the solicitation of proxies in connection with the proposed transaction. Information about the directors and executive officers of CSG Systems International, Inc. is set forth in its proxy statement for its 2025 annual meeting of stockholders, which was filed with the SEC on April 1, 2025. To the extent that holdings of CSG Systems International, Inc.’s securities by its directors or executive officers have changed since the amounts set forth in CSG Systems International, Inc.’s proxy statement for its 2025 annual meeting of stockholders, such changes have been or will be reflected on Initial Statements of beneficial Ownership on Form 3 or Statements of Change in Ownership on Form 4 filed with the SEC.

Additional information regarding the participants in the proxy solicitation and a description of their direct and indirect interests, by security holdings or otherwise, will be contained in the proxy statement relating to the proposed transaction and other relevant materials to be filed with the SEC when they become available. These documents can be obtained free of charge from the sources indicated above.

CSG Systems International, Inc. Investor Relations

169 Inverness Dr W, Suite 300, Englewood, CO 80112 [email protected]

https://ir.csgi.com/investor-home/default.aspx

CONTACTS

For NEC
Media

Joseph Jasper
[email protected]

Danya Al-Qattan/Ben Spicehandler
FGS Global
(212) 687-8080

Investors

IR office
Email: [email protected]

For CSG
Media

Kristine Ostegaard
[email protected]
+44 (0)79 2047 7204

Tim Lynch/Mahmoud Siddig
Joele Frank, Wilkinson Brimmer Katcher
(212) 355-4449

Investors
John Rea [email protected]
(303) 200-3161

Navigating the Forrester Merchant Payment Providers Landscape: How CSG Forte Addresses What Matters Most

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We’re excited to announce that CSG Forte has been included in the Forrester Merchant Payment Providers Landscape, Q4 2025 report—a recognition that we believe highlights our quality products and service, as well as our commitment to empowering organizations of all sizes with scalable, secure and future-ready payment solutions.

But what truly sets CSG Forte apart in a crowded field of payment providers? We believe the answer lies in our deep partnership approach and the real-world results our clients achieve.

 

How payments are evolving—and why merchants need to keep up

The payments industry continues to evolve rapidly, moving away from cash and checks and toward digital wallets and omnichannel experiences. In fact, cashless transactions are expected to triple from 2020 to 2030—a shift that no organization can afford to ignore. For enterprise organizations, this means integrated payments are no longer a “nice to have”—they’re a strategic necessity for growth, customer satisfaction and competitive differentiation.

Industry experts predict that continued cloud adoption and digital transformation across the software vendor sector will boost industry growth by nearly 24% annually through 2032. To stay ahead, businesses must develop a payment integration strategy that not only meets today’s needs but is also flexible and scalable enough to adapt to tomorrow’s innovations.

 

Why embedded payments matter

Facilitating online payments allows businesses to own the full payment flow, delivering seamless, branded experiences that reduce friction at checkout and boost conversion rates. With CSG Forte, merchants can:

  • Centralize payment data for better support and optimization.
  • Minimize latency and failed transactions.
  • Enable recurring billing and support emerging payment methods.
  • Scale efficiently with modular infrastructure and flexible monetization models.

But the benefits go beyond technology. By partnering with a payment processor like CSG Forte, organizations of any size gain access to infrastructure, compliance expertise and ongoing support—without having to divert resources from their core business.

 

Real-world results: Buildium and Rentec Direct

The impact of CSG Forte’s embedded payments strategy is best illustrated by our clients’ success stories.

Buildium, a leading property management software provider, needed a payment processing solution that could handle high transaction volumes and offer cost-effective ACH payments. By partnering with CSG Forte, Buildium was able to launch a tailored Automated Clearing House (ACH) solution quickly, driving 35% year-over-year growth in transactions and a 39% increase in dollars processed.

The partnership’s stability and personalized support were key: “Having the same person on our account from nearly the beginning of the relationship has made a huge impact,” said Buildium’s cofounder. The results speak for themselves—Buildium scaled rapidly and was ultimately acquired for $580 million.

Rentec Direct, another property management platform, faced inefficiencies with traditional rent payment methods. By integrating CSG Forte’s digital payment solutions, Rentec enabled online and recurring payments, reducing late payments from 22% to just 1% among users of the recurring system.

Over five years, Rentec saw an 112% increase in average payment volume and 98% revenue growth. During the COVID-19 pandemic, landlords using CSG Forte-powered recurring payments experienced 20% less churn and fewer vacancies—a testament to the resilience and value of embedded payments.

 

The CSG Forte partnership difference

So, what makes CSG Forte the partner of choice?

  • Security & compliance: Forte is PCI-compliant, offering end-to-end encryption and tokenization to protect sensitive payment data. Achieving this level of security independently is costly and complex; with CSG Forte, it’s built in.
  • Flexibility & customization: Our APIs and developer-friendly solutions allow companies to quickly adapt to industry changes and evolving customer preferences.
  • Fast, smooth onboarding: CSG Forte’s streamlined onboarding process helps merchants get up and running quickly, making a strong first impression and accelerating time to value.
  • Scalable revenue models: Whether through referral partnerships, payment facilitation-as-a-service or full payment facilitation, CSG Forte offers multiple paths to monetization that grow with your business.

 

The Forrester landscape

Inclusion in the Forrester Merchant Payment Providers Landscape is more than a milestone—For us it’s repeated validation of CSG Forte’s ability to help merchants deliver seamless, secure and scalable payment experiences. Our embedded payments strategy empowers software providers to differentiate their platforms. This change can unlock new revenue streams and future-proof businesses in a rapidly changing industry.

Reports like the Forrester Merchant Payment Providers Landscape are invaluable tools for organizations that are seeking clarity in a rapidly evolving payments landscape. They provide unbiased, objective insights that help organizations cut through complexity, benchmark providers and make well-informed decisions to drive business growth and innovation.

Ready to learn more? Connect with our payment experts to see how CSG Forte can help you embed and monetize payments for long-term success.

Disclaimer: Forrester does not endorse any company, product, brand or service included in its research publications, and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.

5 Reasons You Should Offer Your Constituents Installment Payment Options

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With online transactions increasingly becoming the norm, governments and municipalities that offer installment payment options to their constituents increase their chances of getting paid on time. One recent survey indicated that 63% of respondents reported making government payments through a website. It’s worth considering updating your system to provide constituents with the financial flexibility they truly want.

Offering flexible payment solutions, such as installment plans, not only facilitates easier financial management for residents but also fosters a more positive relationship between the government and its citizens. For instance, the Internal Revenue Service provides installment agreements that allow taxpayers to pay their taxes over time, helping to avoid penalties and reduce the financial burden on individuals.

Are installment payments right for your agency’s menu of fee and fine collection options? Here are five compelling reasons why installment payments should be a standard offering for your department.

 

1. Make it easier for constituents to decide what they can afford

When unexpected expenses arise, it can be challenging for people to pay large bills all at once. For example, if a resident’s water bill triples due to a malfunction in their home water system, paying the entire amount upfront can be a significant burden. By offering installment payment options, governments can create a more manageable payment experience for their constituents. This approach not only lowers the barrier to entry for municipal services but also strengthens the relationship between the government and its taxpaying residents.

 

2. Cover all service needs with one invoice

At CSG Forte, our goal is to simplify the payment process for both governments and their constituents. We can organize and present a comprehensive billing experience that includes options for utilities, recreational services, fines, fees and other one-time or recurring services. By consolidating all service needs into a single invoice, governments can streamline their billing processes and make it easier for residents to manage their payments.

 

3. Enable standardization for your service teams

Supporting outdated payment methods can be a significant pain point for government service teams. Countless service calls and unhappy constituents can create a stressful and inefficient work environment. By shifting to modern payment options including installment plans, governments can reduce the number of service calls and create a more predictable and aligned approach for their internal teams. This shift not only improves the experience for constituents but also allows government employees to focus on their core responsibilities.

 

4. Align with the industry shift in consumption

Today’s consumers are increasingly accustomed to monthly payment options for a wide range of services and products. Rather than committing to large, upfront expenses, many people prefer the convenience and affordability of spreading payments out over multiple months or years. By offering installment payment options, governments can align with this industry trend and meet the expectations of their constituents.

CSG Forte provides a convenient and easy to implement monthly payment option that can help governments stay in step with modern consumption habits.

 

5. Make it easier to upgrade to new services

Once residents become accustomed to monthly payments for services, it becomes much easier to introduce upgraded solutions near the end of the term. When new, enhanced services are recommended, they are often anticipated and welcomed by constituents because the expense is already part of their monthly budget. This approach not only benefits residents by providing them with improved services but also creates a long-term relationship between the government and its citizens.

CSG Forte is dedicated to helping governments and municipalities implement modern payment solutions that benefit both their constituents and their internal teams. Our comprehensive billing solutions are designed to simplify the payment process, reduce administrative burdens, and improve the overall experience for residents. By partnering with CSG Forte, governments can take advantage of our expertise and technology to offer flexible, convenient, and affordable payment options.

Offering installment payment options is a smart move for governments looking to improve their financial interactions with constituents. By making it easier for residents to manage their payments, covering all service needs with one invoice, enabling standardization for service teams, aligning with industry consumption trends, and facilitating upgrades to new services, governments can create a more positive and efficient payment experience. With the support of CSG Forte, implementing these solutions has never been easier.

Ready to get started? Get in touch today by contacting our team of experts.

PYMNTS | 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.

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.

Offering a digital payments experience provides 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.