iSphereIQ
iFREND
PLATFORM
Do you want to discuss a project with us?
Email us at :
ABOUT
iFREND Platform
iFREND aims to replace the user interface for all your customer servicing functions used by the Call Centre and Back Office. Depending on your current system, that potentially gives little to no capability to the users to action the customer requests at the time of the call, iFREND is revolutionary and provides real time updates without the need of a batch.
iFREND is “back-end” agnostic and iSphereIQ can retrieve the information required for your screens from any of your databases.
We have listened to our customers and developed a product that is Credit and Retail Bank specific (although we can customize it for many other areas), saves your Customer Service Staff valuable time due to Bank-wide updates and is supported by a company that has been in operation for over 15 years.
So you can choose to purchase an expensive, inflexible non-specific CRM, or you can buy iFREND and be part of the future. The choice is that easy.
iFREND Directive
Option for Relationship or Account driven Servicing
MLI and/or nightly download - remains always in-sync with host systems
Realtime integration to processing systems
Machine learning
Able to cater for all servicing requests
• Fully parameterised
• Business rule engine
• Workflow capability
• Case management
• Full history and audit trails
Must be easy to use with little to no training (intuitive)
Must have a familiar user experience regardless of product being services
Eliminates human errors
Realtime analytics and decision making
Must ensure compliance to Business
Operational Risks and Regulatory Bodies
Business Benefits
History shows that Customer Satisfaction results are directly related to the customer experience in dealings with operational area’s. iFREND can make an impact…..
Major improvement in service quality
Major improvement in service quality
Maintenance performed real-time
Maintenance performed real-time
Agent capability increased
Agent capability increased
Reduction of back office work by 80%
Reduction of back office work by 80%
Complaints dealt with real-time
Complaints dealt with real-time
Introduce and/or Increase cross selling during service call with fulfillment
Introduce and/or Increase cross selling during service call with fulfillment
Elimination of Operational errors
Elimination of Operational errors
Full compliance to Operational Risk
Full compliance to Operational Risk
Full compliance to regulatory and schemes
Full compliance to regulatory and schemes
Instant PCIDSS compliant for all connected systems
Instant PCIDSS compliant for all connected systems
Business Process Automation
Workflow parameter driven
Handles multiple stages and multiple departments
Workflow Solution for non-systemic service requests and sensitive requests which require approval
Regular auto-updates of the Customer database at the end of a process
Full Service Level tracking
Customer Service Features
- ID check options
- Division of access based on roles
- Automated escalations
- Business Driven Pre check Decision Tree for all sensitive functions – Integrated Credit and operational Risk policies
- Complaints – Case Management Functionality
- Back Office Portal for Back Office Functions
- SLA management
- Integration with supporting applications – Email, SMS, etc
- Own Security subsystem
- Function Rich Reporting – MIS, call type etc.
- Real-time processing
OVERALL PRODUCT FEATURES
Single Sign-on for all product processors
Full service functions for all products
Inbound Sales enabler
Total customer view, all linked accounts
Quick Integration with standard APIs
Paramaterised Business Process Automation
Integrated to phone system, email, SMS and messaging systems
Real-time fulfillment
Full Audit Trail, track team performance and Sales targets
Achieve platform PCI compliance easily
Parameterised business logic – Operational Risk, Compliance and Control
iSERIES SUITE
The iSeries products are designed to extend the life of legacy systems, improve customer satisfaction and enhance staff productivity.
iFREND
Front-End
- Enterprise Sales and Service platform
- J2EE open source
- Real-time processing and fulfilment
- Fully Parametrised
- Decision tree capability
- Workflow and Business Process Automation
- MIS Dashboard
iREWARD
Rewards and Loyalty System
- Non product specific
- Promotes Loyalty, multiple programs
- Multiple touch points
- Points Earning, Redemption & Fulfillment Functionality
iLoan
Loan Origination System
- Work Flow
- Real-time integration to Backend
- Integrated Credit Score and Fraud
- Automation – removes manual intervention
iINET
Internet Platform
- Card Functionality
- Full Sales and Service functionality
- 3D Secure capability
- PCI Compliant
- MIS Dashboard
iFREND Sales Leveraging
Transforms Customer Service Operations from a cost centre to a profit centre.
iFREND empowers the Customer Service Officers to make relevant and beneficial offers to the customer.
Realtime qualification of customers and offerings
Streamlines the process, eliminating multiple steps, paper and real-time fulfilment
Improves Customer Satisfaction as CSO engagement with customer is increased.
Tracks Sales and Commission
iSphereIQ Dispute System (IDS)
The Enhanced Dispute Management System supports the Customer Service Officer in his/her handling of the cardholder disputes.
Calculate hours worked, billed, and rate for each employee each week. Track quotes for products and services.