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ALERTS

Alerts are notifications generated to end-customers that are either document-related or transaction-related and can serve, for example, as a reminder to pay a bill or inform the user of possible fraudulent activity.

Document-related alerts are delivered during the document composition, publishing or archiving phase and must therefore be triggered at least 7 days prior to the intended reception date.

Transaction-related alerts are triggered after each transaction (POS or ATMs) in order to inform the customer as soon as possible about a possible fraudulent transaction. Alerts are configured to trigger the retrieval of the relevant mobile number from the CRM application or customer profile in real-time for specific transaction types and amounts.

All SMSs can be stored in <archiver> for auditing and tracking purposes. Customer care agents can then access this communication should a dispute or complaint arise.

Advantages:

eMail texts are fully configurable and can be personalized by the bank or similar issuing institution. In addition, all eMail responses can also be captured and each document updated with the latest delivery status (if bounced, read, etc.).
The body of an eMail can include additional elements:

  • Pertinent statement attributes (masked and not masked), such as:   

    • Card number (masked)

    • Issue date

    • Due date

    • Amount to be paid

    • Type of statement

  • The statement itself as attachment – as a more informative statement configured by the bank or the operator

  • Hyperlinks to the statements that can only be accessed using the right credentials, adding an extra layer of security 

  • Personalized banners (using <personalizer>) in select eMails. Images can be hosted on the server to reduce size and to avoid being blacklisted as spam.

Special Alert: OTP via SMS

The end-user can request a OTP via SMS by using his own “User ID” and “Password”. The i-DOCS server then creates a event-based or time-based OTP and sends it back as a text message with an expiry time (if required), via the GSM network. Once received by the end user, he can use this OTP to validate the transaction. The OTP is stored encrypted together with the transaction.

 

Advantages:

  • Very easy to use, with positive user experience

  • Popular SMS channel is accessible by 100% of all handsets

  • Token- and hardware-free service. No maintenance or renewal required.

  • Low cost of ownership and highly scaleable

  • Time-based validity system. OTP is invalidated if not used within the time allotted.

  • OTP accessible to user night and day.

  • Innovative tool with extra security measures to prevent online transaction cyber fraud