Total System Services — Investor Presentation (February 2004)
19 slides from Total System Services's investor presentation, February 2004
Slide 1: TSYS Notification
TSYS Notification
Slide 2: What Is TSYS Notification?
What Is TSYS Notification? I Real time, automated notifications – personalized and interactive I Contact cardholders to verify validity of recent authorizations detected in TSYS CardGuard I Delivers customized, account- specific information and lets the cardholder take action I Cost effective applic
Slide 3: Notification Example
Notification Example Your phone rings: This is Bank of TSYS with an important message for <Tom Butler> If this is <Tom Butler> press 1. If you would like us to hold while you get this person, press 2. If this person is unavailable, press 3. If we have reached the incorrect household, press 4. 1: To
Slide 4: How Does TSYS Notification Work?
How Does TSYS Notification Work?
Slide 5: TSYS Notification Features
TSYS Notification Features I Real-time integration with TSYS CardGuardSM I Use existing TSYS CardGuardSM management tools to create queues and update action codes I Extensive ability to individualize and customize notifications I Real-time web based reports to understand application performance I Ma
Slide 6: TSYS CardGuard Integration with TSYS Notification
TSYS CardGuardSM Integration with TSYS Notification TSYS Cardholder Contact Notification Queues TSYS TSYS Notification CardGuardSM Platform TSYS Notification Result Codes mapped to TSYS CardGuardSM Action Codes
Slide 7: Platform Architecture
Platform Architecture TSYS Network PAR3 Data Center Administration Y Alert Dedicated Assembly Connection TSYS PAR3 XTAP Alert Response CardGuard Gateway Engines Queue Server Engine Media X Extract Data & Reporting Servers Update Systems Preferences [ Interaction & Results If If this this isis <Tom <
Slide 8: Today's Fraud Prevention Process
Today’s Fraud Prevention Process Account Placed in Agent Work Queue Dialer Contact Cardholder Verify Right Party Review Transaction Agents Take Action $
Slide 9: TSYS Notification Prevention Process
TSYS Notification Prevention Process Account placed in TSYS Notification Queue 50 300 Contact Cardholder TSYS Verify Right Party Notification Review Transaction Take Action TSYS Notification/ Agents 1 $
Slide 10: Application Usage Areas
Application Usage Areas I Work existing TSYS CardGuard priorities Improve agent productivity Better account penetration Catch more fraud I Work lower score bands not currently worked Catch fraud earlier in the cycle Enabled by efficiency of automated platform
Slide 11: Benefits
Benefits I Achieve higher successful contact rate through multiple attempts I Ability to work more cases with fewer resources I Detect fraud earlier at a lower cost I Improve agent productivity I Shift calls from outbound to inbound in your call center
Slide 12: Sample Fraud Results
Sample Fraud Results Top 10 Issuer Contact Rate Work Accounts Multiple 82% Attempts (100,000) Live Other AM Answer Message 18% 27% 55% (27,000) (18,000) (55,000) Alert No Alert Retrieval Retrieval 22% 78% (12,100) (42,900) RPC No RPC RPC No RPC 63% (17,010) 37% (9,990) 96% (11,616) 4% (484) Take No
Slide 13: Spectrum of Fraud Score: Strategy and Value
TSYS Notification Strategy and Value Business As TSYS TSYS Notification Usage Strategy Usual Notification •Use TSYS Notification to increase efficiency for agents currently attempting to contact high Actively Worked BAU risk scored accounts Actively Worked TSYS Notification •Use TSYS Notification wi
Slide 14: Sample Application ROI
Sample Application ROI Cost Comparison: Agent v. TSYS Notification ($ Per True Positive) $140.00 $70.00 $120.00 r $60.00 v P gam Agent Cost per True ow $100.00 L $50.00 5 Positive > — Z = 7 2 GTsys Cost per True a $80.00 | $40.00 = Positive S 3 = ° —t—Cost Savings / True a $60.00 | $30.00 3 Positive
Slide 15: Detailed Web-Based Reports
Detailed Web-Based Reports Alert Administrator - Microsoft Internet Explorer Date Range: Alerts received between 06/01/03 and 07/18/03 Alert Type: ALL Report Type: Latest Attempt Base Notifications: 28 Checkpoints - Latest Attempt Wi_Greeting Hi23_option_2_Selected B 5_LA_Opening_Menu_Heard Bnoc hec
Slide 16: Detailed Web-Based Reports
Detailed Web-Based Reports EY Alert Administrator - Microsoft Internet Explorer Date Range: Alerts received between 06/02/03 and 07/18/03 Alert Type: ALL Report Type: Latest Attempt Base Notifications: 28 Results - Latest Attempt 85.71% 3.57% 10.71% Live Answer 24 Delivery Failure 1 Answering Machin
Slide 17: Checkpoint Tree Report
Checkpoint Tree Report I Detailed call results (Live answer, answering machine, etc.) I Provides visibility into customer behavior How they interacted with the application Length of time they listened Details by % and count
Slide 18: Implementation Process
Implementation Process I Step 1: Use Priority Projection to build ROI and account selection strategy How much further can you penetrate account queue with existing agents behind TSYS Notification as contact method? What is the potential open-to-buy savings from working these additional accounts?
Slide 19: Next Steps
Next Steps For more information on TSYS Notification or analysis of your portfolio, please contact: Malynn Hogan, 706-644-1395 or mhogan@tsys.com Chad Glanton, 706-644-2243 or cglanton@tsys.com Brad Morrison, 706-644-9956 or bmorriso@tsys.com Stacy Thompson, 706-644-3676 or stacy.thompson@tsys.com
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