IVR (Interactive Voice Response) payments allow customers to make payments by phone through an automated system, without speaking to a live agent. Customers navigate a menu using keypad inputs or voice prompts to look up their account, enter payment details, and complete a transaction — available 24/7/365 without requiring agent involvement.

When a customer calls the IVR payment line, they are guided through an automated menu to retrieve their account information and enter payment details such as card number or bank account. The system securely transmits the data to the payment gateway for processing and provides a confirmation. CSG Payments supports IVR payments for cards, ACH, and eCheck.

CSG Payments' IVR payment solution is designed to integrate with existing phone systems and call center platforms without requiring a full infrastructure replacement. It connects via standard integration patterns and supports both inbound self-service and outbound IVR scenarios, enabling payment acceptance through the phone channel alongside web, in-person, and agent-assisted payment options.

Yes. The IVR payment flow can be configured to allow customers to look up their account balance or billing information before completing a payment. This self-service capability reduces inbound agent calls for balance inquiries and provides customers with the context they need to complete accurate payments through the automated phone channel.

IVR call flows and scripts can be customized to align with a business's brand voice, menu structure, and operational requirements. CSG Payments' platform supports configurable IVR workflows, allowing businesses to define the prompts, payment options, and routing logic that match their customer experience standards and internal business rules without requiring custom development from scratch.