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Offers 360-degree customer view, customer journey management, campaign management, lead management, automated onboarding, AI-powered next-best-action recommendations, and integration with core banking platforms for seamless retail banking operations.
Systems that help banks manage customer interactions, track customer information, and deliver personalized services.
More Customer Relationship Management
More Retail Banking ...
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360° Customer View Consolidated view of all customer information, interactions, accounts, and relationships in a single interface |
Marketing materials and documentation state support for 360-degree customer view (consolidated customer information in a single interface). | |
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Contact Management Ability to store, organize, and manage customer contact information across channels |
Contact management across channels is a basic feature in modern CRMs, and explicitly referenced in product descriptions. | |
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Interaction History Comprehensive record of all customer touchpoints including branch visits, calls, emails, and digital interactions |
FIS CRM claims tracking of all customer touchpoints, which includes interaction history. | |
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Account Hierarchy Visualization Visual representation of customer relationships, household connections, and account structures |
No information available | |
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Customer Segmentation Tools to segment customers based on demographic, behavioral, transactional, and profitability attributes |
Segmentation tools mentioned in official product and solution brochures. | |
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Task Management System for creating, assigning, and tracking tasks related to customer service and sales activities |
Task creation/tracking supported, commonly listed under sales automation and customer management. | |
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Document Management Repository for storing, organizing, and retrieving customer documents with version control |
Document management capabilities referenced in FIS CRM documents, including storage and retrieval. | |
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Workflow Automation Automated processes for common banking workflows like account opening, loan applications, and service requests |
Workflow automation is highlighted as a key feature for account opening, onboarding, etc. | |
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Role-based Access Control Security features that limit access to customer data based on employee roles and responsibilities |
Role-based access control is necessary for banking compliance and is included in FIS CRM platform documentation. | |
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Customer Lifecycle Tracking Ability to track and visualize the entire customer journey from acquisition through growth and retention |
Lifecycle tracking/journey mapping are mentioned in various FIS resources and standard in industry. | |
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Search Capability Depth How deeply the system can search across customer records, transactions, and documents |
No information available | |
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Record Processing Speed How quickly the system can process and display comprehensive customer records |
No information available |
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Channel Integration Seamless connection between branch, call center, online, mobile, and ATM interactions |
Omnichannel integration (branch, call center, online/mobile) is a core selling point for FIS CRM. | |
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Cross-channel Journey Tracking Ability to track customer journeys that span multiple channels without losing context |
No information available | |
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Unified Communication History Single view of all customer communications regardless of channel |
Unified communication history is explicitly listed in its feature set. | |
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Channel Preference Management Tools to record and honor customer preferences for specific channels |
No information available | |
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Channel Switching Support Ability to maintain context when customers switch between channels during a transaction or inquiry |
Maintaining context across channels is highlighted as part of FIS omnichannel experience. | |
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Video Banking Integration Support for video consultations with recording and integration into customer records |
No information available | |
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Branch Appointment Scheduling Digital tools for customers to schedule branch appointments with appropriate specialists |
No information available | |
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Social Media Integration Ability to incorporate social media interactions into customer profiles and service records |
No information available | |
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Chatbot Conversation Archive Storage and analysis of automated chat conversations with context preservation |
No information available | |
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Channel Shift Analytics Metrics on how customers move between channels and identification of friction points |
No information available | |
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Supported Channels Total number of different banking channels the CRM system can integrate with |
No information available | |
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Cross-channel Sync Latency Time required for information updated in one channel to appear in all other channels |
No information available |
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Campaign Management Tools to plan, execute, and track marketing campaigns across channels |
Marketing and campaign management described as central features for FIS CRM. | |
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Lead Management System for capturing, scoring, distributing, and tracking leads through the sales process |
Lead management system confirmed in sales and marketing collateral. | |
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Opportunity Management Framework for tracking potential sales from identification through conversion |
Sales opportunity tracking (opportunity management) mentioned on both solution and technical info sheets. | |
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Product Recommendation Engine AI-driven tools that suggest relevant banking products based on customer profiles and behaviors |
AI-driven product recommendation (recommendation engine) is part of FIS CRM according to official statements. | |
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Sales Pipeline Visualization Visual representation of sales opportunities at various stages of the sales process |
No information available | |
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Sales Scripts and Guided Selling Interactive guides that help bank staff navigate sales conversations effectively |
No information available | |
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Referral Tracking System for managing and incentivizing customer and employee referrals |
No information available | |
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Event Management Tools for planning, executing, and analyzing customer events and seminars |
No information available | |
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Marketing Automation Automated execution of marketing actions based on triggers and customer behaviors |
Marketing automation/workflow is highlighted under campaign management in FIS CRM. | |
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Sales Performance Analytics Dashboards and reports tracking individual and team sales performance against goals |
Sales performance analytics/dashboards explicitly included in product feature list. | |
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Next Best Action Intelligence AI-driven recommendations for the most appropriate next step with each customer |
Next-best-action intelligence powered by AI listed as a primary feature. | |
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Campaign ROI Tracking Financial analysis of marketing campaign performance and return on investment |
No information available | |
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Lead Scoring Precision How accurately the system can score leads based on likelihood to convert |
No information available | |
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Campaign Execution Capacity Maximum number of simultaneous marketing campaigns the system can execute |
No information available |
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Case Management System for tracking customer service cases from creation to resolution |
Case management is cited for proactive customer service and compliance. | |
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Service Level Agreement Tracking Tools to monitor and ensure compliance with service level agreements |
No information available | |
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Knowledge Base Searchable repository of banking information and procedures for customer service staff |
No information available | |
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Queue Management System for organizing and prioritizing customer service requests |
No information available | |
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Problem Resolution Tracking Ability to track recurring issues and their resolution across customer base |
No information available | |
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Customer Feedback Collection Tools for gathering, analyzing, and acting on customer feedback |
Feedback collection features present—FIS touts broad feedback, sentiment analysis capabilities. | |
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Self-service Portal Integration Connection between self-service tools and agent-assisted service for seamless transitions |
Self-service integration referenced for seamless customer service transitions. | |
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Service Request Automation Automated handling of common service requests like address changes |
No information available | |
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Voice of Customer Analysis Tools for analyzing and deriving insights from customer feedback and interactions |
No information available | |
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Interactive Problem Solving Tools Guided solutions that help service agents resolve complex issues |
No information available | |
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Customer Satisfaction Tracking Systematic measurement of customer satisfaction across touchpoints |
Customer satisfaction tracking is part of analytics suite within FIS CRM. | |
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Average Resolution Time Typical time taken to resolve customer service cases with the system |
No information available | |
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Knowledge Base Size Volume of articles and resources available in the customer service knowledge base |
No information available |
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Standard Reports Library Pre-built reports covering common banking metrics and KPIs |
Standard banking/reporting library is a baseline expectation; listed for compliance and sales. | |
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Custom Report Builder Tools allowing users to create customized reports without technical knowledge |
Custom report builder available as per user/admin guides for FIS CRM. | |
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Executive Dashboards High-level visual summaries of key business metrics for decision makers |
Executive dashboards stressed in analytics/reports section of marketing collateral. | |
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Predictive Analytics AI-powered forecasting of customer behaviors, churn risk, and product adoption |
Predictive analytics, such as churn insights, included through AI-powered analytics. | |
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Customer Profitability Analysis Tools to calculate and visualize the profitability of individual customers and segments |
Customer profitability analytics publicly referenced on FIS CRM info sheet. | |
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Behavioral Analytics Analysis of customer transaction patterns and digital banking behaviors |
Behavioral analytics included in digital behavior tracking and insights. | |
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Share of Wallet Analysis Tools to estimate customer's total financial activity and the bank's portion |
No information available | |
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Product Usage Analytics Insights into how customers use different banking products and services |
Product usage analytics is an explicitly promoted function for relationship managers. | |
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Relationship Deepening Metrics Measurement of cross-sell success and relationship growth over time |
No information available | |
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Performance Benchmarking Tools to compare performance against internal targets and industry benchmarks |
No information available | |
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Customer Lifetime Value Modeling Projection of long-term value of customer relationships |
No information available | |
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Report Export Options Variety of formats available for exporting reports and data |
No information available | |
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Historical Data Retention Length of time customer data is retained for historical analysis |
No information available | |
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Analytics Processing Power Volume of data that can be processed for real-time analytics |
No information available |
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Core Banking System Integration Connection with the bank's central transaction processing system |
Integration with core banking platforms is specifically stated in product documentation. | |
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Digital Banking Platform Integration Connection with online and mobile banking platforms |
Digital banking integration (online/mobile) featured in marketing and support materials. | |
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Contact Center Integration Linkage with call center telephony and management systems |
. | No information available |
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Marketing Automation Platform Connection Integration with external marketing tools and platforms |
No information available | |
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Document Management System Linkage Connection with enterprise document storage and retrieval systems |
No information available | |
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Third-party Data Enrichment Ability to incorporate external data sources to enhance customer profiles |
Third-party data enrichment supported through APIs and partnerships, as per product guides. | |
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API Availability Accessible application programming interfaces for custom integrations |
API availability for custom integrations directly referenced in developer documentation. | |
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Single Sign-On Support Unified authentication across banking systems for staff efficiency |
Single sign-on (SSO) supported for enterprise integration, referenced in solution overviews. | |
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Data Warehouse Connection Integration with enterprise data storage for comprehensive analysis |
FIS CRM supports data warehouse integration for analytics, often via API or direct connectors. | |
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Regulatory Reporting System Integration Connection with compliance and regulatory reporting tools |
No information available | |
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Fintech Ecosystem Compatibility Ability to connect with third-party financial technology solutions |
No information available | |
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Real-time Integration Capabilities Support for instantaneous data exchange between systems |
No information available | |
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API Count Number of available APIs for integration purposes |
No information available | |
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Integration Implementation Time Average time required to implement a standard system integration |
No information available |
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Customer Journey Mapping Tools to visualize and optimize the customer's path across the banking relationship |
Customer journey mapping called out in marketing as a capability for optimizing customer B2C paths. | |
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Personalized Dashboards Customizable interfaces for different bank staff roles and preferences |
Personalized dashboards for front-line staff and management are referenced as a differentiator. | |
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Customer Communication Preferences System for recording and honoring customer preferences for communication timing and channels |
Customer communication preferences are tracked (channel/time) in CRM setups, referenced in guides. | |
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Life Event Detection Ability to identify significant customer life events that create financial needs |
No information available | |
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Behavioral Triggers Automated alerts based on specific customer behaviors or transaction patterns |
No information available | |
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Personalized Offer Management System for creating and delivering individualized product offers |
Personalized offers supported via campaign/offer management; AI-driven personalization noted. | |
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Financial Goal Tracking Tools to help customers set and monitor progress toward financial objectives |
No information available | |
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Customer Experience Metrics Measurement of satisfaction, effort, and loyalty across the relationship |
No information available | |
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Relationship-based Pricing Support for pricing products based on the overall customer relationship |
No information available | |
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Customer Recognition Tools Features that help staff recognize and acknowledge customer milestones |
No information available | |
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Moments of Truth Management Special handling for critical customer interactions that shape perception |
No information available | |
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Personalization Algorithm Complexity Sophistication level of the algorithms used for customer personalization |
No information available | |
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Journey Map Complexity Maximum number of touchpoints that can be tracked in a single customer journey |
No information available |
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Mobile CRM App Dedicated application for bank staff to access CRM functions on mobile devices |
Dedicated mobile CRM application available for field and branch staff. | |
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Digital Onboarding Support Tools for managing customers acquired through digital channels |
Digital onboarding workflow prominently listed for both sales and compliance use cases. | |
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Digital Behavior Tracking Analytics on customer website and app usage patterns |
Digital behavior (web/app usage pattern) tracking provided as analytics feature. | |
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Mobile Alert Management System for managing the creation, sending, and tracking of mobile alerts to customers |
No information available | |
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Location-based Services Features that leverage customer location data for relevant offerings |
No information available | |
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Digital Document Collection Tools for securely requesting and receiving customer documents electronically |
Digital document collection/upload supported for onboarding and servicing. | |
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Digital Signature Support Integration with e-signature solutions for paperless transactions |
Digital signature capture/processing documented for seamless digital workflow. | |
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App Usage Analytics Detailed metrics on how customers use banking applications |
No information available | |
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Digital Communication Archive Storage and retrieval of all digital customer communications |
No information available | |
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Digital Channel Performance Metrics Measurement of effectiveness and efficiency of digital banking channels |
No information available | |
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Offline Functionality Ability for mobile CRM to function without constant network connection |
No information available | |
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Mobile Device Support Number of different mobile platforms supported (iOS, Android, etc.) |
No information available | |
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Digital Signature Processing Time Time required to process and verify digital signatures |
No information available |
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Consent Management System for recording and managing customer consent for data usage and marketing |
Consent management functionality for regulatory compliance described in product literature. | |
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Regulatory Documentation Tools for ensuring required regulatory disclosures and documents are provided |
Automated provision of regulatory documentation included per compliance modules. | |
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Customer Due Diligence Support for Know Your Customer (KYC) and Customer Due Diligence processes |
Know Your Customer (KYC) and due diligence supported as part of onboarding/compliance. | |
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Suspicious Activity Monitoring Tools for identifying and reporting potentially suspicious transactions |
FIS CRM offers suspicious activity monitoring, per solution overview on compliance. | |
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Compliance Reporting Automated generation of reports required by banking regulators |
Automated compliance reporting supported as standard functionality. | |
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Audit Trail Comprehensive logging of all system actions and data changes |
Complete audit trails provided for regulatory/operational purposes, as required for banks. | |
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Data Privacy Controls Features that protect customer data and ensure privacy compliance |
Data privacy controls highlighted for GDPR and similar standards. | |
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Complaint Management System for recording, tracking, and resolving customer complaints |
No information available | |
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Suitability Assessment Tools for evaluating the appropriateness of products for specific customers |
No information available | |
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GDPR/Data Protection Compliance Features specifically designed to support data protection regulations |
FIS CRM advertises built-in capabilities for GDPR/data protection compliance. | |
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Vulnerability Assessment Tools to identify vulnerable customers who require special consideration |
No information available | |
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Audit Trail Retention Duration for which system activity logs are retained |
No information available | |
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Compliance Rule Capacity Maximum number of compliance rules that can be actively monitored |
No information available |
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Cloud Deployment Option Availability of cloud-based deployment model |
Cloud deployment available, as per all modern FIS banking solution modules. | |
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On-premises Deployment Option Availability of traditional on-site deployment model |
On-premises deployment option available, per implementation guides for regulated financial institutions. | |
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Hybrid Deployment Support Ability to operate in mixed cloud/on-premises environments |
Hybrid deployment (cloud + on-prem) support promoted in integration/architecture documentation. | |
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Scalability Ability to handle growing volumes of customers and transactions |
Solution designed for scalability to large enterprise banking clients, per solution whitepapers. | |
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Disaster Recovery Built-in capabilities for system recovery after disruption |
Disaster recovery is a standard required feature and covered in FIS technical and compliance materials. | |
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Data Encryption Encryption of sensitive customer data at rest and in transit |
Data encryption (at rest and in transit) is industry standard and detailed in FIS trust/security documents. | |
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Multi-language Support Ability to present interfaces in multiple languages |
Multi-language support provided; product supports internationalized deployments. | |
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Multi-currency Support Handling of multiple currencies in transaction and account data |
Multi-currency support offered, as needed for global banking operations. | |
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Accessibility Compliance Adherence to accessibility standards for users with disabilities |
Accessibility compliance stressed in FIS product and UI documentation. | |
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System Customization Tools Features allowing banks to customize the system without vendor intervention |
Bank-configurable customization tools referenced as key for rapid deployment/adoption. | |
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Mobile Responsiveness Automatic adaptation of interfaces to different screen sizes |
Mobile responsive interfaces are shown in demo videos and documentation. | |
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User Concurrency Maximum number of simultaneous users the system can support |
. | No information available |
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System Uptime Guaranteed availability of the system |
. | No information available |
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Backup Frequency How often system data is automatically backed up |
. | No information available |
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Transaction Processing Speed Number of customer transactions the system can process per second |
. | No information available |
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