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Heartland Case Study

Case Studies

Summit Platform Supports Customized IVRs and Long-Term Flexibility for Leading Payment Processor

Heartland

New Self-Service Initiative Requires Compliance and Personalization for Success

Creating Merchant-Branded IVR Experiences While Staying PCI Compliant

Heartland, one of the largest payment processors in the United States, delivers credit, debit, prepaid card processing and security technology.

Prior to working with Mitel, Heartland was searching for a vendor they could rely on. They started searching for a true, cloud-based partner and discovered Mitel. Heartland knew Mitel’s IVR and Summit Platform solutions paired with their network and customer service were the perfect fit.

After launching Heartland’s IVR, the Mitel team worked with Heartland to customize it using the Summit Platform. Mitel’s hands-on training and development tools allowed Heartland to create unique IVR messages per merchant and update them in-house as needed. The Mitel implementation team also worked with Heartland to ensure that all payment processing transactions handled through the IVR would be compliant with PCI regulations.

Customization Flexibility Results in a Lasting Partnership

After using Mitel’s solutions, Heartland is confident they have found a successful partnership. Now, Heartland can make changes to their IVRs in real time, deliver merchant-branded customer experiences and ensure that payment information transferred via their IVR is secure and compliant.

“SHORETEL HAS PROVEN TO BE ONE OF THE BEST TECHNOLOGY PARTNER SELECTIONS I’VE MADE IN MY 30+ YEAR CAREER. THEY PROVIDE US WITH A QUALITY CLOUD-BASED SERVICE THAT RELIABLY SCALES DURING OUR PEAK DEMAND PERIODS.”

Fred Byrd, Sr. Director Billing Solutions, Heartland
Payment Systems

CHALLENGE:

Introducing payment processing by phone without compromising the personalized experience for regional merchants.

SOLUTION:

Mitel’s IVR and Summit Platform solutions deliver scalable, compliant payment processing with long-term customization flexibility.

BENEFITS:

  • Customizable IVRs deliver merchant-branded customer experiences
  • Built-in development tools allow for real-time changes
  • Support for seasonal spikes in payment processing, such as tax season
  • Secure, PCI compliant payments through the IVR

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