The ‘Virtual Branch’ nature of our digital banking implies that a wide variety of real-time (chat, video calling, screen sharing) and offline (messaging, request center) communication services across all digital channels, boosting bank’s accessibility and laying the grounds for digital proximity.
In regards to offline communication services, apart from rich secure messaging between the bank and the client (rich messaging is organised in ‘conversation’ threads), a Requests centre is available for the end-user. The Request centre combines all the popular standardised Requests (such as service subscription, confirmations, complaints etc) that clients typically send to the bank under one umbrella. A straight-through implementation enables processing selected request types automatically, for a faster and error-free response to the customer. For Requests with longer handling cycles, a set of dynamic statuses help re-assure the client that his Request will be processed shortly.
The real-time communications services include chat, video calling and screen sharing.
The online chat feature enables the users to have an instant, one click access to bank operators within their digital channel of choice. Chat is a fully independent, cross-platform system, which offers maximum security, simplicity, as well as a new client touchpoint for the bank. Session recordings and surveys ensure traceability, allowing the bank to collect feedback information on their support services. A robust reporting system on the volume and behaviour of live chats enables data-driven decision-making. For a more personalised experience, advisors can schedule video calls with their clients through the video-chat functionality.
The bank can group bank operators by departments/expertise (e.g. Relationship Managers, Credit Officers, Technical team, etc.), transfer chats from one operator to another, as well as exchange files with clients. Efficient assistance is ensured with the screen-sharing tool, canned responses (frequently used answers) tool and as well as automatic collection of basic information about the visitors (e.g. their location, current web page, web browser type).
Halcom offers a number of intuitive P2P money transfer tools, allowing the bank to digitise those day-to-day transactions that today are still predominantly cash-based.
In particular, relying on smartphone camera, we enable new types of payment, such as:
is specifically targeted at the Peer-to-peer (P2P) payment segment. Here the money transfer is initiated by the user requesting the payment. The user generates a QR code containing payment data and shares it directly on his screen or by email. To process the QR code, the payer is required to have a mobile banking application that supports QR payments. Activating a QR code opens a pre-filled payment form within the payer’s mobile banking application, that he can now confirm.
support main international and national payment forms. Functionality enables to scan, read and transfer required data from paper invoice to payment form in a mobile banking application.
Halcom PFM tool aggregates user’s financial data in a meaningful way with the goal of helping the the client to get a better understanding of his financial standing and behaviour, provide the information necessary for day to day financial decision making, and ultimately help the user to achiever a better financial health.
PFM module aggregates debit and credit transactions from all user-selected accounts, and categorises all merchant transactions automatically. Automatic categorisation can be further customised on the user-side, through a set of rules or one-off recategorization.
Reports focus on two levels: spending category where the user spends most and who are the main beneficiaries. Data can be analysed in terms of trends over a selected period of time or on the basis of average values for a selected period.
Budgeting allows setting a monthly cap on a category with the objective of tracking current expenditure and available funds. Budgeting and automatic categorisation enable real-time alerts, that warn the user when he is about to reach his budget for a certain category.
Savings goals enables recording savings objections and track their completion. Integration with the Payments modules allows topping-up Savings goals via regular or ad-hoc payments. Current Savings goals status can be shared on user’s social platforms: Facebook and Twitter.
The alerts module allows the users to manage their notifications, which are SMS or email alerts that are sent to them, when certain user-defined events happen or when triggered by a user directly. A history of alerts is also available.
Alerts are generally bank-specific, there are no restrictions regarding the type of alerts that can be supported. Alerts can be triggered by online banking or bank’s core system.
A typical set of supported alerts includes:
The homepage of a Personal Banking user is laid out as a Financial Dashboard, containing user’s key financial information displayed through a combination of widgets and modules.
a chronological representation of events that happened in e-banking (e.g. transactions, messages, etc). Users can decide which events they would like to follow. The widget’s user experience is similar to the concept of ‘feed’ in social networks.
provides a customisable set of links to frequently used features (payments, transactions, loan balances, etc.)
a representation of user’s bank products. Available in List view and 360 view.
a quick overview of user’s current financial standing (Where does my money go? What is my savings goals standing?)
The homepage of a Business Banking user contains key transactional information: a customizable list of accounts and their convertible balances, direct links to to payments, transactions and statements, as well as a graph depicting the cashflow on a selected account.
When multi-banking and multi-market is implemented, the homepage enables displaying accounts from different banks and different countries within one view. Alternatively, the user has the ability to import balances, transactions and statements from other banks using standard MT940, 941, 942 files.
In order to provide a cost-effective solution coupled with a robust delivery, Halcom relies on a standardised GUI framework for all of its implementations. Nonetheless, a strong set of customisable parameters ensures each solution is implemented in a unique look and feel with strong corporate branding. The branding includes logos, fonts, colour schemes, application footer and exportable / printable documents.
Moreover, further differentiation for different client groups can be achieved through the bank packages functionality. Bank packages enable the bank to bundle internet banking functionalities into different offerings for different clients. Data packages can be as granular as required, with the possibility to bundle entire modules, such as PFM, deposits etc. or concrete functionalities, such as selected payment order types, etc.
Since each client is assigned 1 Bank package, the Package type can also be used as a targeting criteria in what concerns targeted communications and product promotions.
Campaign Management enables rapid and effective real-time promotion of products and services targeted at particular segments and customers on an omni-channel basis.
The tool allows the bank to upload banners to designated pages, create appropriate product description pages and application forms, and feed this content to selected clients based on defined targeting criteria (e.g. client segment or client list) in channels of choice.
The Campaign Management is built around 3 modules: Banner Management, Product Presentation Management and E-Forms Management.
The Banner management tool is used to upload marketing materials and set campaign parametres, such a validity, targeting and possible actions (informative only, application forms etc).
The Product presentation page allows you to create additional pages in a behind-the-login client environment through a user-friendly drag-and-drop interface.
Finally, the E-forms tool drag-and-drop form creator that allows the bank to independently develop application forms within digital channels. The E-Forms technology supports creating data fields that are auto-completed with user’s data available in the system. All other fields are managed through a set of validation rules defined for each field when the form is created.
When a product or service application is made by the client, it can be either sent and saved to a database for subsequent manual processing or processed automatically when integrated with the bank engine.
In offering a diverse array of security tools we strive to achieve an optimal balance between safety and convenient accessibility.
Our digital banking channels for personal use can be protected with the following security elements:
Security elements can be set-up on segment level, allowing the bank to achieve the best user experience in each user segment.
By combining different types of security elements, the bank can opt for a 2-level authentication, where lower-risk activities, as defined by the bank, would be accessible with the most straightforward login option.
is the most basic form of security offering the lowest protection level. An optional randomized virtual keyboard can be used as an additional security measure against key-logging.An SHA2 hash algorithm is used to store the passwords. It encodes password in an irreversible format. Passwords are then saved in a separate database with restricted access. As the password is irreversibly encoded, an attacker who would succeed in intercepting the authentication would not be able to reveal the user's password. To further strengthen the irreversible passwords, seeds for transforming password (password salt) are used.