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Gem Lake | Innovating the Online Payment Experience <br /> Confidential & Proprietary © 2021 | 23 <br />One of the leading reasons customers call in to make a payment, despite having an IVR service, <br />is that they don't know their account information. CSRs can text a copy of the invoice directly to <br />users and include a link to pay. (Figure 30) <br /> <br />Figure 29. Invoice Cloud’s Biller Portal. Manage all billing functions through our user-friendly interface.