DELIVERS PEACE OF MIND PRODUCT LINE FLYER ACI BILL PAYMENT SOLUTIONS SERVES MORE THAN 3,600 CLIENTS ORCHESTRATES AND MANAGES EBPP COMPLEXITY FOR BILLERS AND FINANCIAL INSTITUTIONS DELIVERS INDUSTRY-LEADING SECURITY, COMPLIANCE AND PRIVACY As payments processing has become ever more complex with growing numbers of payment channels and methods, funding sources and security concerns billers and financial institutions face increasing pressures to streamline operations while enhancing consumer convenience. ACI Bill Payment Solutions solve this dilemma. They are an integrated suite of electronic bill presentment and payment (EBPP) services that enable billers and financial institutions to respond effectively to this problem while enhancing system ROI and offering unmatched consumer convenience.
SOLUTIONS SUMMARY GAME-CHANGING TECHNOLOGY THAT ADVANCES THE ART AND SCIENCE OF EBPP FEATURES AT A GLANCE ACI PAYMENT PROCESSING TECHNOLOGY PLATFORM A SINGLE TECHNOLOGY PLATFORM THAT ORCHESTRATES AND MANAGES THE COMPLEX INTERACTIONS OF EBPP ENABLES UNMATCHED CONSUMER CONVENIENCE FOR CHOICE OF PAYMENT TYPES (ONE-TIME, RECURRING, FEE-BASED), PAYMENT CHANNELS (WEB, MOBILE, PHONE OR CALL CENTER) AND FUNDING OPTIONS (ACH OR CREDIT, DEBIT OR PREPAID CARDS) OPERATES IN A SECURE ENVIRONMENT THAT MEETS ALL REQUIREMENTS FOR CONSUMER AND CLIENT AUTHENTICATION, REGULATORY COMPLIANCE, AND CONSUMER AND DATA PRIVACY A NEW GENERATION OF EBPP SERVICES Cash and checks used to be the only ways consumers could pay their bills, but technology has made dramatic changes in the payment channels available in the past several years. Billers began offering interactive voice response (IVR) telephone payment systems or provided contact center agent interaction by phone. Then the world went electronic, and with the popular acceptance of the internet, billers began offering online EBPP on their websites. Now, with the tremendous growth of the smartphone market, EBPP has advanced into the world of the smartphone and tablets. Consumers now can choose from a broad array of secure payment channels. This evolutionary growth has given consumers the greatest flexibility possible for making payments. Most now use multiple channels and payment types at different times and situations, and they want a great experience across all channels. They want all of the contextual information associated with their bill, not just the amount due. They want prompt and informed service with reminders. And the entire process needs to be easy and intuitive to use. For billers, this offers many new ways to touch their customers, moving what used to be a back-end transaction to be a complex and differentiating part of their services. They want to enhance customer satisfaction and loyalty while lowering the cost of payment collections and customer service. For bankers, ACI s Bill Payment Solutions offer more integrated services that give consumers more ways to pay more types of bills, including person-toperson payments. INTEGRATED SERVICES THAT ELIMINATE THE CHAOS OF EBPP ACI has eliminated the fragmentation of EBPP with its ACI bill payment engine technology. The ACI Bill Payment Engine is a single, integrated platform that powers the entire bill payment operation, which means billers can streamline the complexities of bill presentment and payment processing to achieve the best results possible while eliminating application silos. It provides a seamless consumer experience across all payment channels. It provides a single view into all customer records and payments. It simplifies treasury operations by providing a single view of all payments from all channels and concentrating all payments into a single daily deposit. And all of this runs in an environment featuring industry-leading security, full PCI compliance and privacy practices. 2
MOBILE PAPER SUPPRESSION BILL NOTIFICATIONS WEB WALK-UP BILL PAYMENT REAL-TIME PAYMENTS CREDIT CARDS ACH ebill INTERACTIVE ebill PAPER CHECK HOME-BANKING CONSOLIDATORS IVR/CSR POS AUTO DEBIT TODAY S epayer LANDSCAPE: MEETING CONSUMERS WHERE THEY WANT TO BE MET Today s consumers have different preferences when it comes to the billing content they want to receive and much of their interest is based on factors such as their age, lifecycle stage, social environment and income levels. These factors often determine their choice of payment channels as well as their interest in having all the content they desire available to them as needed. In fact, consumers can be different types of payers at different times. Relationship builders are regular ebill payers who value their relationship with the biller and the preference selections offered to them. They are eco-friendly because they adopt paperless billing. They want the payment process to be automatic and consistent on a regular basis. Convenience seekers are often early adopters who seek the convenience of paying bills electronically, but who value a low-effort experience. Many often wait until the last minute to pay their bills, so they demand the broadest channels and funding choices for doing so. They will often obtain their bill directly from a biller, but will pay them from their financial institution or other aggregator. Payment avoiders are those people who are casually or habitually late with their payments and incur penalties and fees with their accounts. Many are delinquent and must work with the biller to get their accounts back in good standing. They value low-conflict experiences and often seek expedited payments in order to get in under the deadline, even if it costs them a fee to make the payment. Smartphonatics represent the newest generation of epayers: mobile device users. They want the ability to pay via the web or an iphone, ipad, or Android smartphone or tablet, as their immediate needs demand. They value a low-effort experience and want to receive notifications that bills are due and to easily pay with just a few clicks or taps on a touchscreen. Refund receivers are those customers who are due a refund, a rebate or a reward. Billers need a reimbursement channel to provide those refunds to them, either via an ACH transaction or via the sending of a paper check. 3
RELATIONSHIP BUILDERS SMARTPHONATICS Eco-friendly Choice ebill Consistent ebill Automatic Notifications CONVENIENCE SEEKERS Last-minute Choice Late PAYMENT AVOIDERS Online Banker Delinquent Current & Past Customers REFUND RECEIVERS 4 PRODUCT ARCHITECTURE PAYMENT SERVICES FOR BILLERS No matter what consumers preferences are for making payments, ACI offers a wide breadth of bill payment services that handle multiple payment types and methods on a 24x7 basis via a biller s channel of choice. ACI One-Time Payments enables customers to make payments without having to sign up for an ongoing service. It s a quick-capture payments application that gives billers control of the branding, payment options and processing costs, as well as real-time, on-demand reporting, tracking and management via ACI client console. ACI Recurring Payments service offers predictive payments management to billers and their customers. One-Click Enrollment interface enables consumers to easily set up an online billing relationship with the biller for receipt and payment of bills on a regular, ongoing basis. Consumers can also set up auto-debit payments to automatically pay bills and receive a payment confirmation when the transaction occurs. ACI Fee-Based Payments charge a small fee to the consumer to deliver the convenience of electronic bill payment at no additional cost to the biller. ACI Integrated Treasury Management combines payment data from all payment channels and funding sources into a single, daily file that makes it easy for a biller s accounts receivable department to reconcile payments and identify any errors and funding shortfalls. Integrated Treasury Management improves cash flow because the biller receives a single daily deposit and doesn t have to wait days for payments to arrive from multiple payment vendors. It also enables ACI to manage interchange operations for the biller so they don t have to worry about PCI compliance for handling credit card data. ACI Disbursements gives billers a way to process credits and refund payments to consumers for a variety of reasons. These might include overpayments on an account; a return of prepaid funds, such as deposits on utility services; fee refunds; claims payments; or cash bank or rewards payments. ACI s decisioning engine will select the most efficient way to route all payment disbursements and provide them with the convenience customers prefer, whether via a check or an ACH transaction. They get credits and refunds faster, and billers get the cost savings of consolidating multiple functions and processing all payments through a single solution. PAYMENT FUNDING SOURCES In addition to offering the full array of payment channels via which billers consumers can pay their bills electronically, ACI enables consumers to pay their bills using virtually any funding source of their choice, including: ACH transactions Credit cards Debit cards Prepaid cards
PAYMENT SERVICES FOR FINANCIAL INSTITUTIONS ACI offers multiple types of payment services that we can tailor for banks, credit unions and other financial institutions or aggregators of all types to provide secure online payment capabilities that meet virtually any consumer need. This includes features such as payments history, creating bill payments, consumer transaction records and alerts, payee adds, payment management and scheduling, payment due date calendars, settlement management, payments processing and funding, and exception processing. ACI can host all these features for billers in a fully integrated internet bill pay (IBP) service that incorporates ACI s user interface, tier-one customer support, end-user funding, payment warehouse, remittance processing and expedited payment capabilities. Or billers can deploy ACI s bill pay API to use their existing in-house user interface and client support capabilities while relying on ACI for all back-end payment processing services. In both cases, billers get a single sign-on customer interface for both standard payments processing and expedited payments via ACI s standard disbursements network all secured by ACI s biller directory and real-time Digital Scanline technology to guarantee transaction accuracy. We offer a batch remittance service for those institutions that manage their own payment services and call on ACI solely to distribute payments to billers using ACI s payment networks. ACI also offers a third-party vendor certification program and API for handling mobile online banking and bill pay services via smartphones and tablets. REMITTANCE SERVICES FOR BANKS AND THIRD- PARTY AGGREGATORS There are multiple key elements of ACI s remittance services that give ACI a truly unique offering for financial institutions and third-party aggregators. Our Biller Endpoint Network (BEN), which connects ACI directly to more than 9,000 (and growing) direct billers for payments remittance, enables ACI to settle payments from virtually any channel and funding source. This can reduce a biller s processing costs by decreasing the volume of checks vs. electronic payments. ACI s electronic biller directory assists with collection and validation of accurate account information. ACI s real-time Digital Scanline technology provides multiple levels of validation to ensure correct address and account number data and to validate payment instructions on the fly. ACI s electronic Lockbox service (elockbox) is tailored to billers specifications and streamlines the process of reconciling remittances and posting accounts receivable. This service enhances their treasury operations by combining hundreds or thousands of electronic payments into a single daily posting file and a single daily deposit. And ACI offers something that no one else does a payment guarantee that protects the consumer from late payment fees and penalties. This means that if a properly scheduled IBP or bill pay API payment is not received and posted on time by the payee, ACI will pay applicable finance charges PAYMENT SERVICES FOR FINANCIAL INSTITUTIONS SERVICE COMPONENTS Payment method Bill pay UI Tier 1 CS End-user funding Payment warehouse Remittance processing Expedited payments ebills IBP ACI ACI or Client ACI ACI ACI Fully integrated Fully integrated Bill pay API Client Client ACI ACI ACI Fully integrated On roadmap Remittance services (Batch) Client Client Client Client ACI Stand-alone API Stand-alone API (Beta) 5
6 Financial and Fraud Controls Payment Processing Research and Claims Support SUPERIOR PAYMENT OPERATIONS 100% Payment Guarantee Biller Network Management Staff Tenure directly to the payee or may attempt to have the finance charges removed. This includes late fees or finance charges on payment amounts that did not post on or before the scheduled Deliver By Date. PAYMENT OPERATIONS SUPPORT One of the reasons ACI can offer a payment guarantee is the extensive payment operations support it provides to banking bill pay clients for product, payment, navigational and technical support. ACI s specialist representatives have long experience in providing client support for managing biller relationships, payee matching, biller network management, payment research and claims support, financial and fraud controls, and financial institution payment processing in general. ACI s highly knowledgeable customer care team has the experience to resolve issues quickly and is empowered to pursue exceptions until they are resolved. A BROAD SPECTRUM OF MULTI- CHANNEL SUPPORT ACI provides the flexibility of payments channel choice that consumers need. Billers can offer their customers and members payment services as a biller-branded experience via the web, phone or mobile device, as well as via live customer service agents. ACI s broad range of payment channels now includes: APIs ACI s complete set of APIs is a robust set of interfaces for back-end payment authorization, processing and remittance services that links directly with a biller s existing customer interface. Single sign-on This mode is designed for billers who want to control their user interface without having to be fully PCI-compliant for handling credit card data or having to manage interchange. ACI will maintain credit card data files for them, and when consumers sign on to the biller s website, they are redirected to a biller brand payment site hosted by ACI. Once a transaction is completed, they are redirected back to the biller s website and ACI processes the payments. Web Hosted by ACI, billers can notify their consumers that bills are ready and direct them right to the biller s website to download a copy of their bill. Billers can also provide links on their consumer landing page for direct payment of bills. Call center Biller call center staff can take consumer payments by phone and can provide customer support via ACI s Client Console, which provides all consumer account information and payment records needed to research and respond to consumer information requests. External agents Consumer payments can also be handled by live agents at walk-in payment centers or by external agents, such as insurance agents, and these payments will be processed by ACI. IVR phone systems provide a way for those consumers who don t have a computer to pay their bills interactively by phone. Mobile payments can be made from iphones, ipads, and Android smartphones and tablets using ACI s Mobile Bill Pay Suite. This suite provides a mobile browser which consumers can use to access a biller s mobile-optimized website as well as Apple and Android apps and SMS text messaging to view and pay bills online. No matter which channels a biller s consumers prefer and even if they use different channels each time they pay a bill ACI s Bill Payment Engine lets a biller manage everything from one set of resources. The biller gets one vendor to support all payment options and one set of highperformance tools. ebill ACI ebill integrates all aspects of bill presentment in a convenient, simple to use and dependable way that allows consumers to access bills via whatever medium they choose, including: Consumers can receive an email notification to log on to their biller s website and retrieve bills and statements, then make payments. Mobile presentment alerts consumers via text messages that a bill is ready to view and enables one-touch payment right from an iphone, ipad, or Android smartphone or tablet.
Email presentment attaches a secure PDF copy of the bill to the biller notification. Financial institution distribution via forwarding of ebills to financial institutions or other aggregators for presentment to consumers Any of these methods can be triggered via ACI s notification engine. DEBT COLLECTION SERVICES ACI offers a unique Virtual Collection Agent that facilitates a biller s online account collection efforts beyond simple payments. Virtual Collection Agent is a full-featured, branded site where billers consumers can enroll in special repayment offers based on account data and information provided during their site visits. The heart of ACI s Virtual Collection Agent product is its strategy manager, which emulates the intelligence and interactions of a biller s best collection agent in a convenient, 24-hour-a-day online environment. A high level of configurability and detailed performance data enable the biller to present the right offer to the right consumer every time. As an added benefit, the included agent interface helps ensure consistent application of collections policy in the call center as well, minimizing training time and giving billers the ability to adjust collection strategy across channels instantly. CALL CENTER SERVICES Our call center services give billers a single online touch point for managing all payments and customer service operations. Whether a biller has implemented a single payment service or multiple ones, this is where billers manage all activities. It includes five Client Console modules: Payment management can find and manage all payments for a biller, enabling them to help their customers in real time, 24x7 Account management is where billers can view and manage customer account information no matter how they pay their bills. Reporting lets billers view reconciliation, returns management, enrollment activity and customer service representative (CSR) activity Administration control manages user and team access rights in a role-based fashion so the right people have access to the right information. CSR payment entry enables a biller s service representatives to take payments or turn on or off features as required. ACI s reseller program leverages 20+ years of EBPP expertise to deliver consumer-facing online bill payment solutions, administrative tools, and payment-related treasury services to a biller s corporate clients. Offering Bill Payment Solutions helps deepen a biller s relationships with their business customers by providing them with a full suite of payment services from one source. ACI s single payment services application platform results in lower cost for implementation and maintenance, faster implementation, expanded relationships with smaller clients, easier management due to use of a standardized solution, and better reseller branding. ACI INFRASTRUCTURE SUPPORT SERVICES ACI Worldwide manages all the operations for a biller s payments solution to keep it running 24x7x365. ACI makes the necessary investments in hardware and software to maintain a modern, stateof-the-art processing environment for a biller s bill pay solution and ACI guarantees its performance. ACI s Infrastructure Support Services encompass: Hosting service and application management Disaster recovery services Service-level management Implementation and change management support Client support programs All of this support is provided in an operating environment that meets the requirements of consumer and client authentication, regulatory compliance, and consumer and data privacy. ACI s regulatory compliance includes: PCI DSS Level 1 and PII SSAE16 (formerly SAS70) SOC1 FFIEC (Federal Financial Institution Examination Council) Sarbanes-Oxley (SOX) provisions ACI is included in card vendors online lists of approved vendors. In addition, our privacy policy protects the privacy and confidentiality of clients and, more specifically, protects the interests of clients customers who are consumers. No action can be taken involving consumer data without the prior consent of the clients. RESELLER PROGRAM 7
ACI S BILL PAYMENT SOLUTIONS ARE THE GOLD STANDARD ACI has spent the last three years creating its Bill Payment Engine technology and redesigning our bill presentment and payment solutions to meet today s newest electronic needs, as well as those of the paper-based world. Whether billers outsource all their operations to ACI or they work with ACI to tailor their modular product offerings to integrate tightly with what they are already doing billers can offer the best of both worlds by taking advantage of ACI s technology and product leadership that have been proven over decades. To learn more about ACI s Bill Payment Solutions, call us today at +1-609-606-3000. REVOLUTIONIZES PAYMENTS ACI Worldwide, the Universal Payments company, powers electronic payments and banking for more than 5,000 financial institutions, retailers, billers and processors around the world. ACI software processes $13 trillion in payments and securities transactions for more than 250 of the leading global retailers, and 21 of the world s 25 largest banks. Universal Payments is ACI s strategy to deliver the industry s broadest, most unified end-to-end enterprise payment solutions. Through our comprehensive suite of software products and hosted services, we deliver solutions for payments processing; card and merchant management; online banking; mobile, branch and voice banking; fraud detection; trade finance; and electronic bill presentment and payment. To learn more about ACI, please visit www.aciworldwide.com. You can also find us on Twitter @ACI_Worldwide. 8 www.aciworldwide.com Americas +1 402 390 7600 Asia Pacific +65 6334 4843 Europe, Middle East, Africa +44 (0) 1923 816393 Copyright ACI Worldwide, Inc. 2014 ACI, ACI Payment Systems, the ACI logo, ACI Universal Payments, UP, the UP logo and all ACI product names are trademarks or registered trademarks of ACI Worldwide, Inc., or one of its subsidiaries, in the United States, other countries or both. Other parties trademarks referenced are the property of their respective owners. AFL5329 07-14