Helpdesk Enhancement: Copy and Paste Images

We have added the ability to copy and paste images when creating or editing Helpdesk tickets.

Including images in tickets will help clarify any issues that may arise from only using text.

It is one more way IRIS helps ISOs run their day-to-day operations.

Using this enhancement is as easy as it gets.


To include an image on a ticket simply copy the image and paste it into the comments field and it will show as an attachment. 

Add the comment and it will show the note and a thumbnail of the image:


You can see an enlarged preview of the image and the option to download it by clicking on the thumbnail:



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Support For Multiple Templates And Amex Pricing Added To The Proposal Generator

Two new enhancements have been added to our Proposal Generator by popular demand.

These two features will help your ISO increase brand awareness and also increase the accuracy of the quotes being generated:

  1. Support for populating Multiple Proposal Templates.
  2. Support for the American Express OptBlue card type.

Multiple Proposal Templates

Uploading multiple templates to support a variety of merchant scenarios is now only limited by your imagination.

Whether it is selling to different industries or wanting to present quotes with more, or less detail, it is now possible with just a few clicks.

ISOs, with their sub-ISOs and partners, are now able to create individually branded proposals to really stand out from the pack!

To upload new Proposal Templates, click on Manage > Administration > Manage Proposal Generator Templates > + Add New Template.

Upload an “.RTF” template, and assign permissions of who should have access to this particular template:


From the Proposal Preview, choose which template you would like to populate from the dropdown:

Merchant services proposal generator.

American Express OptBlue Pricing Comparison

American Express now has its very own pricing section.  Supported pricing plans include:

  • Tiered to Tiered
  • Tiered to Interchange
  • Interchange to Interchange
  • Flat Rate to Flat Rate

Pricing plan options are flexible and function independently of Visa/MC/Discover:


New fields have been added for ultimate flexibility:

  • Discount Rate
  • Network Fee
  • Processor Fee
  • CNP Surcharge
  • International Surcharge
  • Transaction Fee

Effective Rate Calculator


With IRIS CRM, the days of looking up rate charts have come to an end.  Rate looks ups are quick and easy.

Enter the industry of your merchant:


IRIS CRM will look up the SIC code and display the cost associated with that SIC:


When creating a quote for a merchant that is on Tiered or Flat Pricing with American Express, IRIS CRM will calculate the effective rate:

Take the guess out of OptBlue pricing.


IRIS CRM has officially taken all the guesswork out of proposals!

Your sales agents will thank you for how quickly they can generate more accurate proposals.

To learn more about the core proposal generator and how to use it in detail, check out our featured functionality post.


New Integration: LiveChat With Support Or Your Merchants

Has your team ever had a how-to question about IRIS CRM?


We recently rolled out the ability for IRIS CRM clients to chat directly with our support team from any page:


Access to IRIS CRM Support Chat will be available to Admin users by default and can also be enabled for Advanced users.

IRIS CRM support aims to be as readily available to our clients as possible during regular business hours.

Your team will now see a “Have Questions? Let’s Chat!” icon at the bottom right of your site:


Click on this chat icon and you will be routed to an IRIS CRM Support Chat member:


Now you can LiveChat with your merchants too:

Provide an immediate level of service through IRIS CRM that will give your ISO an edge over the competition with issue SLAs.

When you sign up for a LiveChat account you can provide live chat support to your merchants directly through your IRIS CRM site.

Once your LiveChat account is created, you can request an API key from LiveChat and submit a ticket for our team to enable the LiveChat feature.

Get A LiveChat Account

Within LiveChat, make sure you enable your IRIS CRM site’s address ( to be a Trusted Domain:

When the LiveChat integration is enabled, merchants that are logged into IRIS will be able to interact with your ISO customer service team.

If everyone is signed out of the LiveChat app, merchants can leave a message which will be emailed to you.


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Call Center Software

Top 5 Benefits to Call Center Software and CRM Integration

Whether managing a small or large team, there are a plethora of factors involved in team success. Good management depends on the ability to keep track of and consistently improve a multifaceted network of both technological and human operators.

The Call Center Software a company chooses can make all the difference in achieving sales goals. An integrated phone system combined with a powerful CRM tool has many advantages. Here are the top 5:

  1. Forward Thinking: Strategy is critical in growing sales, retaining clients, and fostering employee satisfaction. Software that provides dialer metrics, real-time data, and tracking of both individual and group performance, will assist management in meeting its current goals and developing improved performance plans. Monitoring data sets over time can lead to more accurate forecasting regarding sales trends and employee performance.
  2.  Data Storage and Manipulation: Managers often need to keep track of which employees are performing well with regards to sales, customer service, and quality. Filtering these data sets is simple with the right call center software. Management can access weekly reports on an individual employee or a class of employees as needed. They can also filter sales leads by date of creation and level of importance. Manipulating data sets within an integrated interface is invaluable to the most efficient of management processes.
  3. Maintaining a Professional Image: Customers need to feel a sense of trust with both the call agent and the company that he or she represents. For this reason, some find it necessary to listen in on sales calls and monitor them for quality. Call center software should include this capability, as well as other Cloud capabilities to allow for responsive queues, voicemail, and call forwarding. Nothing is more frustrating to a customer than the feeling that they cannot reach a sales team or management due to an outdated or malfunctioning phone system. The right software ensures that clients, sales representatives, and management can reach one another seamlessly and with a reasonable amount of effort.
  4. All-In-One Capabilities: Quality call center software is a must for any call center, but when there are sales involved, integration between CRM and call center software can bring a 60 to 90-minute call down to 45 minutes. When these programs are compatible, data can easily be entered, processed, tracked, and transferred automatically. Proper integration will prevent queue backup and help employees meet sales goals as they will no longer be hampered by two or more incompatible programs. Data processing automatically and swiftly means more time for employees to sell.
  5. Hierarchy and Routing: Different teams escalate or forward calls according to their respective company hierarchy. Good call center software will allow management to host conference calls, manage leads, and route customers to the right team with little to no difficulty. When paired with a powerful CRM tool, employees can set default values for clients and annotate sales leads to make sure that everyone on the team has current and accurate information.

For feature releases and industry developments, please subscribe to the IRIS CRM newsletter.

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Call Center Software

The Benefits Of Upgrading Your Call Center Software

Utilizing a call center is one of the best ways to generate profit in selling credit card processing services. However, much of the software used by call centers today is slow, outdated, or just plain annoying to use, resulting in less-than-optimal sales performance. IRIS is here to help, with an integrated phone system that will help you produce great results from your call center. Here’s a look some features of our call center software.

Cloud-Based Contact Center

A major downfall of current call center systems is that they quickly grow outdated and obsolete. The IRIS Dialer uses a cloud-based contact center, allowing you to scale your call center cost-effectively and always maintain high security and dependability. Working with the cloud means that you’ll always be on the cutting-edge of technology. Your call center won’t become outdated or obsolete any time soon, and all it takes to get started is a USB headset!

Local Presence Dialing

Many people ignore calls from numbers that start with “1-800” or “888,” taking away the opportunity to generate sales right from the start. The IRIS Dialer uses a dynamic caller ID, meaning that a local area code is displayed based on the outbound number’s area code. For example, if the outbound number uses a “718” area code, your area code will also be displayed as “718.” Using a local presence can increase your contact rate by up to 400%!

Enhanced Software Capabilities 

With a single click, your reps can initiate calls from leads while managers listen in on live calls. No more wasted time dialing numbers, which means more time on the phone with potential customers! Record calls for later review or use for training and instructional purposes. The IRIS system also allows ISO owners to view the number of calls and talk time produced by their teams, granting a better understanding of what works and what doesn’t in your call center.

If you’re ready to upgrade your call center software, generate more customers, and save more time and money, contact us today!

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