Unisys Corporation and NeuralTech Incorporated today announced that they will provide Equifax Card Services with a total dispute management solution at Equifax`s headquarters in St. Petersburg, Florida.
The solution, anchored by Unisys imaging platform and NeuralTech`s advanced CADRE software, delivers a highly modular interactive software solution that automates each phase of the dispute resolution process, providing interactive customer service case management, sales draft retrieval requests, chargeback initiation, representment processing, and cardholder contact and correspondence management.
This announcement continues Unisys ongoing provision of solutions to Equifax. Unisys is currently implementing a document imaging solution to improve productivity and efficiency in card processing operations, and integrating a computer output to laser disk (COLD) solution to provide storage and retrieval functions.
"We see this partnership with Unisys as an excellent opportunity to provide Equifax, a recognized market leader in credit card processing, with a proven, innovative, and powerful decisioning tool that will allow them to increase cardholder satisfaction while generating improved efficiencies," commented John Cramp, President and CEO of NeuralTech. "We`re confident that with CADRE, the leading intelligent, automated dispute resolution system available today, Equifax will be able to take its cardholder customer service to new heights."
CADRE utilizes NeuralTech`s unique expert system technology, which codifies the Visa/MasterCard Association rules governing dispute resolution. Through interpretation and application of these rules, CADRE increases worker productivity and improves the quality of customer service. CADRE utilizes Unisys` existing imaging and workflow products in Equifax`s customer service environment.
Under the terms of the agreement, Unisys and NeuralTech will provide Equifax complete installation and configuration of CADRE software. Unisys will deliver and install system hardware, including integration of CADRE software support services with its imaging automated workflow solution -- based on Microsoft`s Windows NT software environment, the COLD solution, and Equifax TBS credit card system.
"Unisys focus on the credit card marketplace has traditionally involved InfoImage Folder integration for automated document imaging and workflow," said Robert West, Principal of Unisys Enterprise Financial Practice. "Our partnership with NeuralTech will enhance our ability to serve this market."
"By integrating NeuralTech`s CADRE software with Unisys InfoImage Folder, Unisys can provide Equifax and other companies in this market with more robust dispute resolution capabilities," West added. "With these added capabilities, credit card companies can increase cardholder satisfaction, improve service quality, and strengthen customer retention."
According to Jerry Hines, Equifax Senior Vice President, "This improved automation and streamlining of our cardholder servicing process enhances our ability to deliver a premium service to our institutions` cardholders."
To address this need, Equifax selected Unisys to assist in developing a powerful integrated solution. The Unisys system is designed to integrate with Equifax`s existing mainframe-based card processing system and a COLD system that handles storage and retrieval functions.
"Our goal is for customer service representatives to have real-time, electronic access to all of the information necessary to resolve cardholder inquiries through a single point of service contact," said Hines. "We chose Unisys because they could provide us a complete imaging solution, including design, implementation, training, and integration support. Embedding NeuralTech`s CADRE system, a powerful, intelligence-based automated dispute resolution system, allows us to provide the ultimate in service excellence."
Equifax provides debit and credit card processing services to more than 5,500 financial institutions worldwide.
Editors Note
About NeuralTech
NeuralTech, based in Fairfax, Virginia, is a leading provider of strategic intelligent software solutions for the bank card industry. NeuralTech has developed and implemented a suite of products that provide unique solutions within customer and risk management functions in banking. CADRE is an industry-specific, automated dispute resolution system optimized to significantly reduce the cost of operations. SHERLOCK is an Artificial Neural Network (ANN) based predictive model optimized to improve revenue-to-loss ratios for risk management and provide data mining functionality. NeuralTech continues to develop applications that meet the needs of the customer and risk management communities in the financial sector. For further information, please access the NeuralTech web site -- http://www.neuraltech.com.
About Equifax
Equifax`s worldwide information, transaction processing, consulting, and knowledge-based businesses are designed to bring buyers and sellers together, thus changing the shape of global commerce. Equifax serves the banking, financial, retail, credit card, automotive, telecommunications/utilities and healthcare industries and government. It is the leading supplier of business information solutions in Canada, the UK, and Latin America. Equifax operates in 17 countries with sales in 40 countries. Founded in 1899 in Atlanta, Equifax (NYSE: EFX) today has nearly 13,000 employees around the world. Revenues for the 12 months ended June 30, 1998 were nearly $1.5 billion. Visit the company`s Internet website at http://www.equifax.com.
About Unisys
Unisys is an information technology solutions provider that has a portfolio of information services, technologies and third-party alliances needed to help clients capitalize on their information asset to enhance their competitiveness and responsiveness to customers. Unisys expertise is founded on the strengths of three global businesses: Information Services, providing consulting, application solutions, systems integration and outsourcing; Computer Systems, providing industry-leading technologies; and Global Customer Services, delivering comprehensive services and products supporting distributed computing environments. Access the Unisys home page on the World Wide Web -- http://www.unisys.com -- for further information.
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