Deliver Live Technical Support, Without the Added Headcount.

24/7 remote IT support and nationwide field activation services for POS systems, payment software, in-store networks and in-store technology keep your operations running.

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Results with OvationCXM CX Services

72.4

Reduced Handle Time

94.5

Faster Response Time

Trusted by 50+ companies

Experts in Merchant Support for ISOs, ISVs & Payment Providers

$147B Annual Transactions

Top U.S. acquirers process massive transaction volume, so even small service gaps have big consequences. Coordinated merchant technology support ensures up-time and satisfaction.

Supporting $235B In Card Volume

Our customers include the industry's largest acquirers, proof that OvationCXM can deliver high-volume merchant IT support and improve service quality and speed.

Nationwide Merchant Experience Management

OvationCXM's 24/7/365 remote IT support, POS assistance and nationwide field support, expands your capacity and speed to support merchants at scale.

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Frequently Asked Questions: CX Services

Learn more about our remote support and field services.

What type of merchant technology does OvationCXM support?

OvationCXM provides support for a wide range of merchant technology, including leading POS systems and peripherals, including printers, barcode scanners, kitchen displays and more. Brands we support include Clover®, Toast®, Square®, Revel®, NCR®, Pax, Verifone, Ingenico, Dejavoo and many others. Our teams are trained to troubleshoot hardware and software issues, configure devices, and manage connectivity problems—ensuring merchants can process payments smoothly and reliably.

How does OvationCXM work with my existing support operations?

We can seamlessly integrate into your current support environment, acting as an extension of your existing team. Remote support agents can access merchant systems securely for diagnostics and resolution, while our nationwide field activation network can be dispatched for onsite service. We connect to your ticketing, CRM and communication platforms so you retain full visibility and control.

What is field activation and when is it used?

Field activation is the on-site deployment, installation, or configuration of merchant payment systems, POS hardware, and network infrastructure. It’s used when merchants need new technology installed, devices replaced, or networks configured—tasks that can’t be completed remotely. Field activation ensures merchants are up and running quickly, with minimal downtime.

Do you offer white-labeled IT support?

Yes. OvationCXM’s white-labeled remote IT support and field activation services allow us to represent your brand directly. Our technicians and support teams follow your communication style, brand tone and service protocols, so merchants feel they are working directly with your organization.

What KPIs can I expect to improve with OvationCXM?

While results vary based on the size of your merchant portfolio and your existing support processes, many clients see dramatic efficiency gains after implementing OvationCXM. For instance, Rectangle Health experienced dramatic drops in average handle time and average response time of 72% and 95% respectively. These improvements translated into faster resolutions, happier and more loyal customers and stronger retention KPIs. We can share additional client results that align with your use case during your consultation to set targets for your organization.

What makes OvationCXM different from other technology support providers?

Most support providers are generalists. OvationCXM is built specifically for the financial services and payments industry, with teams comprised of practitioners who have years of experience in these fields.
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We understand the complexity of merchant onboarding, compliance requirements and the payment technology ecosystem because we’ve been on the front lines. This industry expertise, combined with our focus on end-to-end customer experience, enables us to resolve issues faster, anticipate merchant needs, and protect valuable relationships. We deliver this through a unified solution that combines 24/7 remote IT and POS support, nationwide field activation and real-time CX support visibility—purpose-built for organizations that sell to and serve merchants.

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