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Customer Contact Solutions Suite

First Data provides a wide array of customer contact outsourcing solutions including call centers, Interactive Voice Response (IVR) and Web applications and automated outbound alerts. We help optimize your customer service delivery, enhancing customer convenience and saving you time and money.

In this suite

Automated Self-Service (Web and IVR)

Interactive voice and Web options to enhance your customer communications.

First Data delivers flexible interactive voice response (IVR) and web portal solutions to help your customers access their accounts. We can help you lower the costs of customer care operations while maintaining a high level of customer satisfaction. 

First Data Advantages

First Data IVR and Web solutions are completely integrated into our range of products, providing seamless access to data and account information. We offer you fully scalable solutions that can grow with your business needs, from highly customized customer contact options to turnkey account servicing.

Key components

  • Innovative, leading-edge technology
  • Open-standards architecture
  • Highly skilled development and operational support teams
  • Supports all traditional and emerging technologies (DTMF, Speech Recognition, VoIP, Voice Biometrics)
  • CTI capabilities improve the routing of inbound calls
  • Hosted model provides flexible deployment options with minimal up-front capital
  • Data collection and transcription
  • Voice authentication solutions

Customer Alerts

First Data customer alert solutions deliver for fraud notification, public safety, collections and more.

First Data can deliver nearly real-time customer alerts for fraud notification, public safety, collections and more via automated voice messaging, SMS and Email using our 2Way-ConnectSM and eMessengerSM services.

First Data Advantages

We offer both one and two-way messages via voice, SMS and Email, integrating with your core systems for real-time list generation and response capture. Our solutions are built to maximize contact and open rates at a fraction of the cost of traditional live agent calls or paper mail.

Key components

2Way-Connect℠
  • One and two-way interactive notifications
  • Web service API integration
  • Integration with client VoiceXML applications
  • SIP-based media gateways
  • Genesys GVP IPCS 7.2 technology
  • Nuance advanced speech recognition and text-to-speech capabilities
  • Fully redundant dual-site operation
  • 24/7 monitoring and support with real-time application alarming
  • Customizable application templates
eMessenger℠
  • Supports GLB and HIPAA regulations for privacy
  • Exceeds requirements for ESIGN and CAN-SPAM acts

Call Center Solutions

In-house or outsourcing options to handle your customer service needs.

First Data provides solutions to help you manage your own call center or outsource some or all of your customer-service calls, helping you resolve customer inquiries quickly and accurately.

First Data Advantages

Our call center is comprised of highly skilled customer service representatives and an experienced management team to provide you with cost- and time-savings. Whether you need full-service outsourcing, after-hours support or overflow call handling, we can efficiently manage your customer calls.

Key components

  • Online Call Center Interface
  • North American and international call center locations
  • Experts in Financial Services customer care
  • Leading-edge call center technology, including ACD, CTI and IVR integration
  • Integration with customer and First Data systems
Products and services are subject to change without notice and may not be available in all regions. Restrictions may apply to certain services.