iAgent being an integeral part of the iSuite, has under it different modules, namely :

• Ticketing Module
• Knowledge Base Module
• Banking Module
• Workflow Module
• Outbound Module
• Verification Module

The iAgent Financial Module is designed to empower agents of financial institutions to serve the clients as quickly and as efficiently as possibly, by providing one unified desktop with all the information regarding the customer such as account details or previous transactions, or even paying bills and performing funds transfer, etc. .

Imagine the difference

A typical financial agent would have had, minimum 4-5 application screens open, one for loans, another for credit card system, a third for the core banking, and fund transfers, hence when a customer calls in requesting multiple of service a lot of time is being wasted on shifting between applications

The iAgent Financial Module eliminates the wastes and clutter by integrating with your different backend, middleware, databases, to bring the services on your backend to the finger tips of the agents

Under the Hood

The IAgent Financial module has 4 main tabs, namely the Personal Banking, Credit Cards, Debit / ATM Cards and loans. In order to avoid agent desktop clutter, each main tab has further sub tabs with different functionalities.

Retail / Personal Banking

First tab is Personal banking or retail banking tab, from here agent can see the complete account details of a customer.

• From the summary tab, agent can see complete account list and its summary. Fields displayed here are not fixed, they can change based on backend response, without any need for changes in front end.
• Next tab we have is General tab, this tab holds the links or triggers to third party systems, like “Renewal term deposit”, this will open a bank’s intranet site where term deposit forms are stored. Also from here we can open documents from repository.
• Then we have Transactions tab, from here agent can see, last X transactions. Agent needs to select the account number and its transactions gets popped up on the screen.
• In Funds Transfer tab, agent selects the debit account, credit account and selects one of own account transfer, other account transfer, other bank transfer or international transfer. If agent selects other account transfer or international transfer then agent has to enter the target account as well. And then last field is amount. On submitting request, agent gets a summary of transfer and once he confirms the transaction is passed to backend for processing.
• From bills page, agent can view and pay the due bills. By selecting account and type of bill agent gets all the bills that are registered with selected account number. Once bills are retrieved, agent gets an option to pay the whole or partial amount.
• Through Check book tab, check books can be ordered and also status of a given check can be retrieved. Agent selects the account number, check book leaf size and then request is submitted for processing. To retrieve check status, agent needs to enter the check number.
• Last tab in this group is Statement, from here agent can request account statements. Agent has the option to send statement by mail or fax. Also agent sets the date from where onwards the statement is required.

 

Credit Cards

Next main tab is Credit Cards, from here agent can see the complete list and summary of each credit card. Fields displayed in this tab are dependent on what backend returns.

• Through charge back tab, agent can submit a request for charge back to the backend. On request submission either a mail is sent to relevant department or a direct request is submitted on Credit Card systems.
• From payments tab, credit card payments can be made, after credit card and account number selection; agent can see the due amount and then he can pay the credit card bill.
• Then we have Transactions tab, from here agent can see, last X transactions. Agent needs to select the credit card number and its transactions gets popped up on the screen.
• From block card tab, credit cards can be blocked, agent can select multiple cards and selected cards can be blocked at once. Similarly cards can be activated through Card Activation tab.

 

ATM/Debit Cards

From debit / Atm Cards tab, agent can get the list and summary of all the cards.

• Through transactions tab, last X transactions of selected card are displayed. IN this part as well, the fields that are displayed in summary can be changed through backend, without any need for changes in front end.
• Through block cards and unblock cards, agent can select the single or multiple cards and request is submitted to backend for selected functionality.

Loans

Loan related functionality is readily accessible from the Loans tab. Agents can view all of the loans that a given customer has, with key data such as status, loan type and interest rate posted.

Through the New Loans sub tab agent can provide customers with an estimate of installment payments.

Last tab in banking module is Back office Follow ups. There are many services which are not covered online; certain departments handle them in offline mode. From this tab, agent can send a request to different departments. Request is sent as an email or database entry with PDF document, which has got the request and customer details.