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Gem Lake | Innovating the Online Payment Experience Confidential & Proprietary © 2021 | 22 Using Invoice Cloud’s fully integrated IVR service, your utility can reduce manual phone payments. CallerID authentication eliminates the need for payers to call and ask for their account or customer number before making a payment. Additionally, there's a Pay by Text option callers can utilize. When customers pay with IVR, they can save their payment method for next time. Invoice Cloud’s IVR supports English and Spanish. Invoice Cloud also offers an outbound IVR service: bill reminders, past due notifications, and ad- hoc notices (water boil, power outage, etc.) Our clients can customize and schedule reminder calls, e-mails, send text messages. 2.13 Equip Your Agents/CSRs with Efficient Tools Invoice Cloud provides tools--Biller Portal and SSO integration with other systems--to help Customer Service Representatives more easily serve payers. 2.13.1 Biller Portal Invoice Cloud’s Biller Portal offers extensive reporting and administration tools, simplifying administration, reconciliation, and reporting. (Figure 29) The Biller Portal is easy-to-learn and available 24/7/365. Based on permissions set by the biller, admin users can: • Block customers from making ACH and/or credit card payments. • Email or text invoice notifications to customers with direct links to pay. • Set up AutoPay, paperless billing, and more for a payer. • Login as a "customer" so they can see what the user is seeing. • Review payment and/or email history. • Issue credits for overpayments. • Self-service request a text message with a secure payment link using Link Trigger. • Automatically connect to your account through Caller ID Lookup • Use special characters to enter complex policy/account numbers • Receive timely outbound IVR invoice alerts to automatically connect to your bill for payment