• Program Design and Custom Solutions
• Open-loop & Closed-loop Prepaid Payments
• Prepaid Card Issuing
• Card Fulfillment
• Card Processing
• Risk Management and Compliance
• Customer Care
• Data Management and Analysis

Customer Care

Wave Crest never forgets that service is a key differentiator for your brand and your customers' and partners' loyalty. We combine our expertise in payments and data management and our technical understanding of all our platform and applications capabilities to provide unparalleled service across your entire value chain.

Wave Crest provides applications that can run in our own service centers and data centers or in your own. Options for contact center delivery teams include dedicated, shared or blended services - all of which provide you with an optimal, compliant and secure service model.

You can take advantage of either standard or customized solutions to meet your customer care needs. Customization of customer touchpoints and services may combine data from several different product offerings, exposure of unique functions to match product needs, language access, location or cost considerations.

Our customer care services and the data from those touchpoints can provide you with new insights that turn servicing costs into profit opportunities. Wave Crest's objective as we help you design and implement your service strategy is to delight and retain existing customers, and generate growth through expansion and cross-sell within those established relationships.

Agent Support

Customer Service Agents are available 24x7x365 worldwide, and can provide live service in any of the languages of the cardholders and affiliates with whom you do business. We can provision Agents in several centers around the world - matching cost-appropriate service with your business needs, and providing your customers with accurate, timely and culturally-appropriate service.

Customer Service Agents typically use a Wave Crest-developed call management system that securely displays all account history to the CSR. Virtually any service-related issue can be handled by a live agent, including:

Because you may have unique end-user and product needs, Wave Crest can add servicing features to the basic application. In addition, the application can be securely deployed to your own locations either for use by your customer agents, or by back office staff that need to access cardholder accounts for financial or risk review. As part of application development and deployment, we offer program-specific training as each new program is launched.

IVR

The Wave Crest IVR system is able to handle the vast majority of incoming cardholder calls in multiple languages. It's the fastest, most convenient way to handle quick questions from your customers - and a cost-effective way for you to provide that front-line service.

Wave Crest's Cardholder IVR system can be accessed via a toll-free numbers or toll-numbers from around the world. It offers key language-support options. Once the customer is authenticated, the IVR immediately provides balance information (which is the number one reason for card or account inquiries).

Standard IVR functions include:

Because your business may have different end-user requirements, that combine different product access and data for a seamless experience, Wave Crest can also program additional functions into the standard IVR card account flow, as well as adding additional languages.

Consumer Website

A cardholder-facing self-service web site is available to handle online information inquiries. The site is secure, with several options available for cardholder authentication.

The functions on the site can be easily configured to match the services offered with your program. Standard features include:

You can revise the copy on the standard site to fit your company's and product's specific brand messaging, and in the languages that fit your target users. As with other Customer Service touch points, Wave Crest can also combine Customer sales and/or registration functions into the Consumer Website so that you present a full experience from account opening through servicing and cross-sells to your end-user.

Email Communications

Wave Crest offers a range of emails that can be set up at the program level. These emails are sent to accountholders based on website behaviors (for example, update account information) or account/ transaction-based behaviors (for example, a daily balance alert, or transaction alert message). Clients can customize text within the messages to reflect their brand idiom or unique language needs.

Text Messaging Services

Today, 65% of the world population owns a mobile phone, and over 95% of the US population between 15 and 64 years old owns one.

Mobile technology is one of the fastest growing opportunities in the payments industry and critical to reaching consumers where they live. At Wave Crest, we recognize that mobile phones can not only reduce in-bound servicing costs, but also improve customer communication and satisfaction. With the growing deployment of smart phone applications, the opportunities for more marketing and sales through this channel will grow.

From account inquiry information and fraud alerts to account payment and marketing offers, Wave Crest provides a wide array of customizable solutions to meet a client's mobile needs. These include:

Point of Transaction Services

Wave Crest can set up your payment programs to take full advantage of all of the ways in which major payment brands enable cardholders to query their account at the point of transaction.

In addition, we can work with you to tailor your point of sale systems to customize your customers' experiences there when you deploy programs that combine payment accounts and other types of transaction accounts. Whether it's face-to-face locations, web or phone situations, we can help you provide access to multiple or combined databases and hybrid functionality.

Web Service Calls

Wave Crest also offers a set of standard web service calls that enable you to integrate Wave Crest solutions into your own customer care applications. Web service call categories include:

Service Level Standards

Wave Crest is committed to providing a trusted, reliable level of service. We offer Service Level Standards for all of our products and services, with reporting and reviews on a monthly basis.