Fine Payment Via IPA
Customers would like to be able to remit charges due to the library by telephone.
We have 125K+ patrons who have their notice preference set to telephone. A number of them also rely on IPA to manage their library transactions, whether its to review & renew borrowed or requested items.
We would like to continue to enhance their experience & provide them with the same level of account management available to customers who manage their account online. In this case, we'd like to see IPA add functionality that would allow customers to pay any charges on their account via Innovative Phone Alerts.
I imagine the workflow would involve the introduction of a new prompt once the customer enters their account information, where they can hear a list of any outstanding charges. They might be given an opportunity to hear a total amount due or pay for selected items. They would enter their credit card information & once verified, receive audio confirmation that their payment has been accepted. Optimally, a new outgoing call type would be introduced essentially being a receipt for the payment made.
This would work nicely if introduced alongside additional Sierra functionality allowing us to send bill notices by phone.