Our solutions empower financial institutions (FIs) to use the mobile channel as an extension of existing processes in order to resolve issues and complete tasks. In most situations, completing transactions delivered to customers via real-time actionable alerts involves connecting to, and managing processes between, multiple FI source systems.
Process orchestration capabilities are powerful and feature the following unique product characteristics:
- Cross-Channel: Leveraging its ability to seamlessly integrate with any FI back-end system, our solution can seamlessly orchestrate processes and data exchange across multiple systems.
- Persistent/Stateful: Most transactions involve multiple steps in the process, the status of which is continually tracked by our solution. This "conversation state" information is used to manage the customer's banking process from initiation through completion. It tracks sessions by correctly managing and coordinating multiple touch points with the same user and then accurately matching the corresponding replies. By maintaining the state of every alert, the solution ensures that the right replies are always matched to the correct alert.
- Business Rules-Driven: The solution precisely initiates and conducts workflows based on a customer's response to an actionable alert; for example, a customer response confirming a transaction will update the fraud system, while a response contesting the transaction will update the fraud system and initiate a call from the contact center.
Additionally, the solution empowers FIs to pre-define the conditions for generating and sending alerts. For instance, an FI can determine that an alert should be sent automatically in the event of a questionable account activity detected by its fraud system.
- Real-Time or Batch: Alerts may be based on real-time feeds from an alerting system in place at the FI; if no alerting system exists, it can process batch or real-time feeds of raw transaction or settlement data from the FI's systems. In either case, it checks the data against customer alert preferences and FI-defined business rules, and then generates an alert if an event condition is met.