Persona at a Glance

Three major areas, comprise the Persona e-Care Solution Suite™:

• The User Application – brings Persona to life on the web and through IVR,
• Biller Applications – allow you to manage bill data, solve customer problems, and market to your customers,
• Core Platform – a foundation on which you can grow your Persona solution with new features and capabilities.

These component areas combine to make Persona the most powerful bill centered self service on the market today.

The User Application

eBilling – electronic bill presentation brings bills alive, providing your customers with logical bill breakdowns, drilldowns, sorting, filtering, downloads, print-ready views, and a powerful in-bill help facility that dramatically reduces billing questions at your call center. A billing analytics capability allows you to deliver valuable reports to customers, both within and across bills.

ePayment – your customers can pay bills immediately, schedule a one time payment, and establish a regular recurring payment schedule. Persona’s bill payment facility also provides payment status, payment history, stored accounts, and supports major credit cards as well as bank transfers via automated clearing house (ACH). Payment information is secured and compliant with the industry’s most stringent standards.

eService – your customers initiate account changes, request service changes, and address various account queries as a two-way conversation with you. You’ll bring your “top ten” call center transactions online, those that cause over 80% of the calls. With integration into your CRM solution, Persona eService allows you to maintain a single view of the customer, connecting online and call center into a single, seamless environment.

eMarketing – segment and target your customer base for new business propositions. Propositions can be as simple as add placement and links to fulfillment, or as sophisticated as full blown wizards with interactions, decision points, and multiple paths. Propositions leverage our billing IQ capabilities to help decide the who, the what, and the when of an offer.

Biller Applications

Bill Administration Center – load bills, check them for quality, and then publish them. Monitor the loading process, purge old bills, and view billing quality statistics.

Customer Service Center – help customers with their online activity, take action on their behalf (pay bills, view bills, etc.), and create new business accounts. Search and audit online transactions, isolate customer problems.

Marketing Program Center – identify customer segments, define “next best activity” processes, and implement use case based marketing programs. Monitor and adjust programs based upon success criteria.

Core Platform

Registration, Authentication, Authorization, and Online Profiles – allow your customers to self-register; prevent phishing with two factor authentication and advanced secure sign-on; define user roles with our fine grained, use case driven authorization features; and leverage our secure, extensible, profile facility. Persona's secure features provide confidence that your customer’s private information will be protected.

Bill Management and Repository – load bills and other documents quickly and efficiently into storage that's optimized for quick access to searchable, reportable, and presentation ready bill information. Our universal bill format accommodates all billers, making the loading and rendering of your bills simple and easy.

Payment Services – integrate with external payment providers, payment history, and payment reports and includes the important payment jobs you need to provide payment capabilities.

Billing IQ – core data analysis facilities that your marketers and developers will use to drive both site personalization and eMarketing programs.

Business Services – define access control and organizational structures such as hierarchies to allow your customers with multiple accounts and multiple users to organize and manage their billing and analytics to match their business needs. Create workflows and approval threads that make it easy for businesses to establish processes around employee usage, payment approval and service management changes.

Transaction Auditing – track any important relationship changing event, noting who initiated the event, when they initiated it, and what the outcome was. Allows service representatives to trace back a process and help a customer adjust if needed.

Messaging and Notifications – send important bill, payment, and other notifications to end customers through email, SMS, or outbound integrated voice response (IVR). Integrate with CRM solutions for round trip customer interactions.

Interactive Voice Response (IVR) – use Persona's IVR capabilities to create rich, personalized voice interactions that let your customers complete any transaction over the phone.