Overview
FIS Global Business Solutions includes Virtual Back Office, Back Office Operations, Contact Center Operations & Digital Transformation: Digital Contact Center Services (Chat/Email), BPaaS (Business Process as a Service) in BFS market, and EPIC (Enterprise, Prodcutivity, Intelligence & Compliance).
FIS' Digital Contact center services provide chat/email customer services across full range of customer engagement lifecycle - customer acquisition, retention and extension. FIS has been a pioneer in this space, deploying the first 1000+ FTEs strong chat program in the early 2000s. Over the course of two decades, FIS has managed to replicate the same success multiple times. We have developed deep domain expertise including frameworks, methodologies in this space.
FIS has been offering BPaaS to Banking and Payments industry for more than two decades. FIS has multiple Core Banking platforms and Core Payment platforms and we offer bundled solutions in the BFS market.
Enterprise Productivity, Intelligence & Compliance (EPIC) is a specialized web and windows-based platform that can integrate with your employees’ desktops to capture agents' activities. It monitors enterprise objects across multiple users and timeframes. EPIC provides an enterprise-wide view to stakeholders that enables them to extract actionable insights to unlock the untapped potential of their assets, gain transparency into business processes and strengthen their first line of defense. EPIC is an all-in-one Operational Excellence Suite that delivers true conversion in the shortest timeframe.
Key Features
FIS Digital Contact Center Service focuses on: compliance tracking, resource management, real time KPI tracking, better employee performance and taking time to reassess existing systems and processes. To bring these 5 components to reality, we have developed a model that makes it our responsibility to deliver and maintain a better cost to serve and better customer service. We believe so strongly in this disruptive model that we are putting ourselves out there, with a minimum cost reduction commitment, before we even get into the details of specific operations. FIS integrates existing and new tools to get more transparency across the operation’s ecosystem while removing the costly infrastructure required to deliver it on a daily basis. Our team analyses the overall operations through both a human and digital lens.
FIS offers Retail Banking call center, Deposits back office services, Lending back office services, etc. to our BFS clients. Along with front and back office services to banks, FIS also provides workflow and Telephone Banking technology solutions to our clients. Other BPaaS servcies provided by FIS are in Wealth and Retirement, Capital Market and more.
FIS EPIC is powered with strong features to optimize utilization of human assets (work force intelligence), physical assets (seat utilization), digital assets (robots), automation scripts and application utilization. Easy to configure and implement in different business domains such as back office, ITSM, ITHD, EPIC can deliver real time intelligence, audit trails for compliance and application utilization data, improving productivity by 10-15 percent and delivering ROI within 12-15 weeks. The intuitive dashboard helps monitor 360 degree desktop activity and consolidate user information against critical KPIs. It helps the process owners with real time and historical data for work output assessment. The tool provides critical insights to adherence management and helps management identify opportunities through gap to goal analysis.
Key Benefits
Our digital contact center domain spans across multiple industries - Telco, FI, Healthcare, Hi-Tech. FIS capabilities help client increase contact deflection from voice to digital channels, reduce time to handle contacts, deliver cost reductions with gauranteed efficiency gains and strengthen customer experience and brand value. FIS has recently partnered with NICE InContact Center solution which is now part of our digital contact center offering to the market.
FIS offers Retail Banking call center, Deposits back office services, Lending back office services, etc. to our BFS clients. Along with front and back office services to banks, FIS also provides workflow and Telephone Banking technology solutions to our clients. Other BPaaS servcies provided by FIS are in Wealth and Retirement, Capital Market and more.
Our EPIC Core has an efficiency as well as an automation module – the two most relevant modules we offer when it comes to prebots. Our BigEye management tool will manage all the bots from a single point, not just FIS prebots, but from any department in an organization. Success based payment: We won’t have you start paying for the bot until it is up and running and working in your production environment. The FIS customer partnership: Risk free implementation for customer; unlimited user access to content; hosted/managed RPA services; packaged approach to digital transformation. Our bots run the gamut from on premise to cloud which is plug and play usage – the most complex and rare to find. No other vendor has the length and breadth of RPA offerings like we do.