Page 101 - ITU-T Focus Group Digital Financial Services – Technology, innovation and competition

ITU-T Focus Group Digital Financial Services
Technology, Innovation and Competition

27 Insurance

The platform should support the sales of, in-life management, and the reporting, monitoring, and management
of all insurance services offered - including configurable levels of document retention management.

28 Customer relationship management (CRM) / customer support/back office case management

Providing the core platform for supporting and tracking any incidents related to financial services. Providing
the ability to move incidents between appropriately structured queues allowing dedicated teams to respond.
As some queues will monitor and respond to highly sensitive and confidential information, the appropriate
controls and monitoring are implemented to ensure full compliance.

29 Business intelligence / data warehouse
The platform could provide a repository for all data, relating to the service for its subsequent analysis, reporting,
and creation of statistics - including ID management and business data as transactions, operations, and methods
of payment. This information is being used by customer support staff, for back office purposes, and, where
appropriate, by agents and partners.

30 Acquirer processor

The platform could provide the services for acquirer processing, supporting where necessary: Integration
with the IPS for onward processing; merchant acquisition and account management; dispute and resolution
management; clearing and settlement processes with deferred payments for different merchant categories;
clearing and settlement processes for the merchant back end - both in real time and batch modes; clearly
assignable liability management to support various authorisation models implementing EMV level compliance
of transaction handling.

31 POS service management

The platform could support the deployment of multiple POS terminals, with capabilities such as: Delivery and
installation management of POS & mobile POS (mPOS); manufacturer warranty management; hardware break
fix tracking and management; field force management.

32 Virtual POS (vPOS) management

The platform could support vPOS management to support the rapid deployment of new functionality to the
POS terminals, either in the traditional POS or mPOS environment.

33 Consumer data storage

A storage capability to store digital receipts, photo images of receipts, and additional items, as required.

34 Merchant data storage
A storage capability to store digital images of products, contracts, and additional items, as required.

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