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Gem Lake | Innovating the Online Payment Experience <br /> Confidential & Proprietary © 2021 | ii <br />2.10 In-person/Point-of-Sale Payments ............................................................................ 20 <br />2.11 Intercept Bank-issued Paper Checks with Online Bank Direct ................................... 21 <br />2.12 Automate Over-the-Phone Payments with Convenient IVR ...................................... 21 <br />2.13 Equip Your Agents/CSRs with Efficient Tools ............................................................ 22 <br />2.13.1 Biller Portal ............................................................................................................ 22 <br />2.13.2 CSRConnect ........................................................................................................... 25 <br />3 Pricing ................................................................................................................................. 26 <br />3.1 Total Cost of Ownership ................................................... Error! Bookmark not defined. <br /> <br />