Transfer caller into speech make-a-payment transaction

A non-transitory computer-readable storage medium having computer-readable instructions comprising instructions, which when executed by a computer, cause the computer to:

• engage a user in a communication session;
• authenticate the user for the communication session by receiving user authentication information wherein the user authentication information includes identification data and a passcode;
• communicate with the user through a user connection to an automated telephone system during a first portion of the communication session;
• transfer the user connection from the automated system to a communication device associated with a representative during the communication session and provide user authentication information for the communication session from the automated telephone system to the representative, the transfer of the user to the communication device and providing the authentication information enabling communication between the user and the representative during a second portion of the communication session, the second portion occurring after the first portion;
• transfer the user connection from the communication device associated with the representative back to the automated telephone system during the communication session;
• receive the authentication information from the representative based on the transfer back to the automated telephone system;
• and
• receive a non-initial entry point data token in a customer process from the representative based on the transfer back to the automated telephone system,
• wherein communication with the user through the user connection to the automated telephone system during the third portion of the communication session is based on the transfer of the user connection, the receiving of the authentication information, and receipt of the non-initial entry point data token.

A system comprising:

• a processor and memory;
• an engagement subsystem deployed in the memory and executed by the processor to engage a user in a communication session;
• an authentication subsystem deployed in the memory and executed by the process to authenticate the user for the communication session by receiving user authentication information wherein the user authentication information includes identification data and a passcode;
• a first communication subsystem to communicate with the user through a user connection to an automated telephone system during a first portion of the communication session;
• a first transfer subsystem to transfer the user connection from the automated system to a communication device associated with a representative during the communication session and providing the authentication information for the communication session from the automated telephone system to the representative, the transferring of the user connection to the communication device and the providing of the authentication information enabling communication between the user and the representative during a second portion of the communication session, the second portion occurring after the first portion;
• a second transfer subsystem to transfer the user connection from the automated telephone system to a communication device associated with a representative during the communication session and provide authentication information for the communication session from the automated telephone system to the representative, the transfer of the user connection to the communication device and providing the authentication information enabling communication between the user and the representative during a second portion of the communication session, the second portion occurring after the first portion;
• a third transfer subsystem to transfer the user connection from the communication device associated with the representative back to the automated telephone system during the communication session;
• an authentication receiver subsystem to receive the authentication information from the representative based on the transfer back to the automated telephone system;
• and
• a second communication subsystem to communicate with the user through the user connection to the automated telephone system during a third portion of the communication session based on the transfer of the user and receipt of the authentication information, the third portion occurring after the second portion, and
• an entry point subsystem to receive a non-initial entry point data token in a customer process from the representative, based on the transfer back to the automated telephone system,
• wherein communication with the user through the user connection to the automated telephone system during the third portion of the communication session is based on the transfer of the user, the receiving of the authentication information, and receipt of the non-initial entry point data token.