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Products / For Financial Institutions / Customer Contact Solutions

Customer Contact Solutions

First Data provides a wide array of customer contact outsourcing solutions including call centers, interactive voice response (IVR), web applications and automated outbound alerts. We help optimize your customer service delivery, enhancing customer convenience while saving time and money.

In this suite

Automated Self-Service (Web & IVR)

Interactive voice and Web options to enhance your customer communications.

First Data Automated Self-Service delivers flexible IVR and web portal solutions to help your customers access their accounts and lower the costs of customer care operations while maintaining a high level of customer satisfaction. 

First Data Advantages

We offer fully scalable solutions that can grow with your business needs, from customized contact options to turnkey account servicing.

Key components

  • Innovative, leading-edge technology
  • Open-standards architecture
  • Highly skilled development and operational support teams
  • Supports both traditional and emerging technologies (DTMF, speech recognition, VoIP, voice biometrics)
  • CTI (Call Telephony Integration) 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

Cost-effective ways to deliver important, time-sensitive information to your customers.

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

First Data Advantages

We can deliver both one and two-way messages via voice, SMS and Email and can integrate with your core systems for real-time list generation and response capture. 

Key components

2Way-ConnectSM

  • One and two-way interactive notifications
  • Web service API integration
  • Integration with client VoiceXML applications
  • SIP (Session Initiation Protocol)-based media gateways
  • Genesys GVP IPCS 7.2 technology
  • Advanced speech recognition and text-to-speech capabilities from Nuance
  • Fully redundant dual-site operation
  • 24/7 monitoring and support with real-time application alarming
  • Customizable application templates

eMessengerSM

  • Supports GLB and HIPAA regulations for privacy
  • Supports requirements for E-SIGN and CAN-SPAM Acts

Call Center Solutions

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

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

First Data Advantages

Whether you need full-service call center 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 (Automatic Call Distributor), CTI (Call Telephony Integration) and IVR (Interactive Voice Response) 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.