PROGNOSIS Transaction Surveillance

Imagine being able to call a customer seconds after an ATM retained their card, a VIP customer as soon as their transaction was declined, or a retailer to advise on a terminal processing suspicious refunds.

To achieve this level of customer service, you would need total switch transparency and real-time access to transaction details at your fingertips. PROGNOSIS Transaction Surveillance provides this depth of intelligence, without incurring noticeable system overhead, and without the need for human resources to capture transaction details.

PROGNOSIS Transaction Surveillance revolutionizes the capabilities of financial institutions, delivering instant access to transaction issues, and turning customer transaction monitoring from reactive to proactive.

Eliminating the need for manual investigation

Financial institutions typically use dedicated personnel to undertake the cumbersome task of extracting individual transaction details from huge log files - the proverbial needle in a haystack.

This manual, resource-intensive approach only provides after-the-fact, reactive investigation capabilities. With tens of thousands of transactions flowing through the switch, the ability to be aware of individual cardholder’s problems has been impossible – until now.

PROGNOSIS Transaction Surveillance now automates this process, enabling you to be proactive about customer-centric transaction management.

PROGNOSIS monitors and analyzes every transaction, generating real-time exception alerts when a problem, suspect transaction, or other defined event occurs. These alerts and the captured transaction details are then automatically sent to a relevant business group for immediate action.

Exception parameters can include individual transaction criteria, or patterns of related transactions. A simple configuration defines exception conditions where transactions will be extracted and retained for manual analysis. The configuration allows virtually any type of transaction issue to be automatically captured, with the transaction details available for investigation and resolution.


		Improve customer service: Contact a gold cardholder moments after a transaction failure or ATM card retention.
		Respond to problems more quickly: Receive immediate alerts of transactions that fail in the switch and resolve issues before other transactions are affected.
		Monitor usage of new ATMs: Be alerted the second a transaction occurs on a newly deployed ATM.
		Enhance fraud detection: Receive automatic alerts with location details the second a transaction occurs using a stolen card, or when a merchant terminal generates excessive refunds.
		Expose suspect activity: Be alerted when excessive transactions are manually keyed on a terminal, or when excessive transactions start appearing from a particular country.

Eliminate manual transaction log searches

The immediate benefit provided by PROGNOSIS Transaction Surveillance is the replacement of existing manual processes and the subsequent reliance on human resources to search through transaction logs to uncover individual transactions. This time consuming task requires specialized people and can become expensive.

PROGNOSIS allows any user with relevant security access to search for transactions using the PROGNOSIS user interface. All recent transactions can be browsed or searched based on known criteria such as terminal ID or PAN (primary account number).

Shift from reactive to proactive

As problems occur, they can be added as exception conditions in the PROGNOSIS transaction surveillance rules configuration so that over time all transaction issues can be managed in an automated, proactive manner.

For example, a customer comes into a branch to complain that an ATM failed to dispense the full amount requested. Today in most cases, this problem would be directed to head office to initiate a manual search of the transaction log.

This process will take considerable time to verify the customer’s claim, and then to reverse the missing amount into the customer’s account.

Using PROGNOSIS on the other hand, you would automatically receive notification of a partial dispense transaction the moment it occurs. The transaction details would be at hand to verify the partial dispense and to show the subsequent reversal.

An innovative bank could make this information available to the branch manager via a secure network. When the customer visits the branch, the manager could then simply input the PAN, and the transaction could be verified on the spot.

Benefit to various business groups

The benefit PROGNOSIS offers is not limited to technical operations groups. The broad array of transaction issues PROGNOSIS can address are of significant value to groups such as customer service, ATM helpdesks and risk management.

The business group with ownership of PROGNOSIS could potentially on-sell the real-time transaction insight and customer problem alerts as services within their financial institution.

Providing holistic ATM and POS management

PROGNOSIS Transaction Surveillance is one of a group of PROGNOSIS products used to proactively monitor the performance and throughput of financial transactions in ACI BASE24, EFD Connex and other switch environments.

All products in the PROGNOSIS ATM/POS management suite can be purchased separately, but their true value is realized when used in conjunction with each other and with other PROGNOSIS performance monitoring products.