Enhancing Banking Operations Through Strategic Technology Integration

FIS Global partnered with RADIUS to enhance digital transformation in banks, implementing real-time debit card hotlisting and a high-availability outage management platform. These solutions improved security, minimized service disruptions, and achieved 99.99% uptime, boosting response times and customer satisfaction across channels.

About Customer

Customer : Fidelity Information Services
Industry : Banking and Finance
Contact Center : 20+
Location : Bangalore, India

Challenges

Debit Card Security Management
Branch Outage Management

Key Features

Integration with Core Banking System
Authentication and Authorization
Secure Communication with Higher Uptime
IVR Integration with IoT, Incident, and Workflow Systems
Rule Based Call Routing

FIS Global has focused on advancing digital transformation by enabling financial institutions to modernize their systems and improve customer experience. In collaboration with RADIUS , FIS addressed operational challenges within select Indian banking institutions, including a public sector bank, a well-established private sector, and a small finance bank prioritizing financial inclusion. These institutions aimed to streamline operations and elevate customer service through targeted technological enhancements

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Challenge 1: Debit Card Security Management

One of the banking institutions required a robust system allowing customers to promptly block compromised debit cards. The existing process was slow, leading to potential security risks due to delayed response times

Implemented Solution & Key Features

The solution implemented was an advanced card hotlisting system with Core Banking System integration, enabling real-time validation of customer information and card status. The solution’s architecture prioritized Secure Communication with Higher Uptime, achieving an impressive 99.99% availability through a high-availability (HA) model in an on-premises deployment. The deployment featured an advanced IVR system accessible via centralized toll-free number, supported by a comprehensive agent desktop interface providing customer service representatives with a unified view of customer information, card status, and transaction history. The communication between the IVR system and the core banking infrastructure was encrypted using industry-standard protocols, ensuring data security during transmission and role-based access controls were in place to ensure secure and appropriate data access for all users.

Impact and Results

The implementation significantly improved security and operational efficiency by reducing card blocking time to minutes and maintaining 99.99% system uptime. Real-time core banking integration ensured consistent card status updates across all banking channels, while comprehensive logging features supported security monitoring and compliance requirements. Customer satisfaction metrics improved notably.