Improve Customer Experience with Automated Dispute Management Software

Quavo’s QFD™ automated fraud and disputes software is a “launch once and reuse everywhere” solution supported by continued product and tech services after onboarding. QFD uses a single, automated workflow to create cases and is reusable across call centers, financial centers, online banking, and mobile channels. QFD supports claims started in one channel and completed in another, allowing for consistency across case types to provide the same level of service and treatment regardless of issue or channel preference.
Intake

Unified Intake Process

Quavo’s experts designed QFD’s intake questionnaire to get the right case information the first time around, reducing call times and callbacks. QFD’s intake process was designed to uphold regulatory requirements, collecting specific data to drive our Get Next Work automated workflow algorithm. What’s more, QFD presents the same case filing process whether the account holder goes through a branch, calls in, or submits a claim via digital self-service, so the intake process is efficient and case decisions are consistent.

Investigation

Consistent Communication

QFD uses many pre-built communication templates that keep account holders informed of the status of their fraud and dispute claim throughout the investigation process. Communications can be modified to represent your brand guidelines while automatically upholding regulatory requirements. QFD supports communications email, paper, and secure messaging chanenels. 

Resolution

Built-In Fraud Expertise

Front office employees are not fraud experts, and with our QFD dispute resolution software, they don’t need to be. Our automated dispute management software walks users through the data and steps required for a successful case resolution, even prompting simple answers about where a case is and what is needed (if anything) to continue. QFD even provides a simple status display that is continuously updated according to the progress of an investigation.

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