Verizon Wireless operates over 2,300 retail locations in the US, and in addition to selling devices, many Verizon customers rely on the local stores to make payments on their accounts. When the pandemic forced the stores to close temporarily, Verizon needed to pivot quickly to provide a bill payment solution for those retail customers. Verizon quickly adapted the payments system it used in its call centers to support walk-in customers, and also embarked on an aggressive implementation of Request for Pay (RfP), a system that lets consumers pay bills immediately or at a scheduled time.
Attie Muse, director of payment strategy and operations for Verizon said:
“We felt we had an opportunity to have an influence and provide feedback to banks and encourage broader participation.”
Overview by Don Apgar, Director, Merchant Services Advisory Practice at Mercator Advisory Group