Executive Summary
During our latest Tech Talk, a leading fintech solutions provider joined our advisors to discuss how modern payment systems are changing the way organizations handle revenue, customer interactions, and CX workflows. For IT leaders focused on efficiency, security, and cost control, payments are no longer just a finance topic — they’re a strategic lever that can reduce expenses and create new opportunities for automation and integration.
Key Takeaways
- Modern payment platforms can uncover significant cost savings hidden inside outdated merchant processing agreements.
- Embedded payments and IVR/AI-enabled payment flows improve compliance and reduce risk.
- IT teams play an increasing role in payment strategy due to integrations across CX, UCaaS, ERP, and cloud applications.
- Even small or midsize operations can gain new revenue opportunities by automating payment workflows or offering alternate payment methods.
- Merchant statement reviews are often the fastest path to identifying savings and operational improvements.
Modern Payment Solutions Are Becoming a Strategic IT Priority
For many years, payment processing lived almost entirely under the CFO. But during the Tech Talk, one theme came through loud and clear: payments have become an IT-led topic.
Why? Because today’s payment platforms connect to:
- UCaaS and CCaaS
- AI-driven IVR payment capture
- CRM
- ERP and inventory systems
- Cloud environments
- Mobile experiences and ecommerce platforms
When payments touch this many systems, IT leaders need visibility and influence.
Many organizations are still running on outdated merchant processing models that quietly drain budgets. A leading fintech partner explained that companies often don’t realize they’re overspending due to hidden fees, inherited processor contracts, or old integrations that were never optimized.
A quick merchant statement review can reveal significant savings — sometimes even millions annually — while also opening doors to improved workflows.
Insights From the Tech Talk: Where IT Can Make the Biggest Impact
- Payment Optimization is a Revenue and Cost-Control Strategy
One of the most important points discussed: too many businesses are overpaying for payment processing without realizing it.
Payment providers in the past often added fees over time, and many organizations rely on systems built 10–20 years ago. When IT teams modernize the tech stack, payments get left behind — even though they represent a major budget line item.
During the call, examples included:
- Multi-location businesses processing millions monthly
- Enterprises with dozens of inherited processors after acquisitions
- Organizations paying unnecessary fees due to outdated routing or configurations
A modern payment audit can help you:
- Simplify reporting
- Consolidate processors
- Reduce risk
- Lower costs without adding friction for customers
For IT leaders under pressure to find budget relief, this is a fast win.
- Embedded Payments Strengthen CX and Reduce Compliance Risk
Another key theme centered around CX-driven payments — especially for contact centers and distributed locations.
The fintech expert shared real examples, including medical practices and retail chains taking card numbers over the phone manually. This creates:
- PCI risk
- Higher fraud exposure
- Lower customer trust
- Slow handling times
Today’s payment platforms allow:
- IVR or AI agents to securely capture payments
- Voice-driven workflows to replace manual card entry
- Call transfers that move the customer into a secure payment flow without exposing card data
This improves compliance and customer experience at the same time — a major win for IT and CX teams.
- Alternate Payment Methods (APMs) Increase Conversion and Lower Abandonment
For ecommerce or hybrid businesses, alternate payment methods are becoming essential.
Modern platforms now support:
- Buy Now, Pay Later (BNPL)
- Wallets (Apple Pay, Google Pay)
- Debit-preferred routing
- Flexible ACH options
The partner noted that companies often see higher conversions and new customer segments simply by offering more choices at checkout.
For IT leaders, these tools require:
- API integrations
- Data flow governance
- Coordination between CX, finance, and digital teams
This puts IT in the perfect position to lead the roadmap.
- Pro Services & Custom Builds Create Tailored Revenue Experiences
Not every organization fits into an off-the-shelf model.
The Tech Talk included examples where businesses needed:
- Mobile apps with embedded payments
- Subscription workflows
- Custom loyalty programs
- Automated billing or collections
- Integration into call center platforms or cloud systems
Modern fintech partners now offer development teams to help build these workflows — giving IT leaders a flexible path to deliver new customer-facing revenue experiences without overloading internal development teams.
How IT Leaders Can Start Driving Value With Payments
- Begin With a Merchant Statement Review
This is the fastest path to uncovering savings.
Even organizations that believe they are optimized often find hidden fees or out-of-date pricing models.
- Map Payment Flows Against Your Tech Stack
Look at where card or ACH data moves:
- Over the phone
- In ecommerce systems
- In-store
- Through custom apps
- Inside billing tools or CRM
This helps identify risks, integration gaps, or bottlenecks.
- Evaluate CX and Contact Center Payment Experiences
If agents are taking cards verbally, there’s a compliance and security issue.
Modernizing this flow protects the business and improves customer trust.
- Review APM and BNPL Opportunities
Adding more payment options often increases revenue without major operational changes.
- Collaborate With Finance Early
Payments used to be finance-owned.
Today, IT and finance must work together to optimize cost, security, and architecture.
Next Steps for IT Leaders
If your organization processes payments — online, in-store, or over the phone — there may be untapped cost savings or workflow improvements. Our team can walk you through a focused review and connect you with the right technology strategies to modernize your payment environment.
Want to explore this further?
Schedule a call with our advisors to evaluate payment optimization opportunities and integration paths.
