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Pega Smart Dispute for Issuers Product Overview

Updated on June 12, 2022

This overview provides a high-level description of the latest version of the Pega Smart Dispute for Issuers application. It describes the features, high-level functionality, and the various pre-configured roles and portals that are built into the application. The application provides value by helping issuers:

Pega Smart Dispute for Issuers

  • Manage the customer conversation to provide exceptional customer service
  • Improve the productivity of their customer-facing and back office operators
  • Ensure compliance with bank policies, government regulations, and card scheme rules

Pega Smart Dispute for Issuers manages credit and debit card billing and fraud dispute processes throughout their lifecycle, aligning day-to-day work to strategic goals and customer expectations. Using Pega, retail banks and lending institutions can simplify dispute and payment exception operations to increase efficiency, profitability, and the quality of the customer experience.

Pega’s application is the industry’s most intelligent, agile solution for rapidly resolving customer disputes and payment exception inquiries. The solution provides managers, service representatives, and operational teams with dynamic case management and rapid integration capabilities to personalize each customer interaction, keeping profitable customers satisfied, while safely managing high-risk clients.

Leveraging Pega’s Build for Change® technology, Pega Smart Dispute for Issuers enables retail banks and lending institutions to serve and retain customers across all channels and devices. The result is substantial increase in first contact resolution, and higher customer loyalty, with corresponding reductions in onboarding time and costs, staffing, and training.

Scale and simplify processes efficiently

Mitigate the complexity and errors associated with manual dispute and exception handling, resolve cases faster, and reduce costs using end-to-end automated processes that dynamically change based on conditions.

Increase compliance

Ensure critical tasks occur within allowed time frames using rules -driven processes that dynamically manage service levels based on bank policies, government regulations, and network scheme rules.

Maximize business agility

Immediately respond to new opportunities and changing regulations with Pegas Build for Change® technology, empowering business users to create and modify rules and processes without any coding.

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