Features in Communication Systems
for Client Service and Operations
Integrated tools for client communications including secure messaging, video conferencing, email management with compliance archiving, and scheduled client review management.
We ask vendors to mark their product against our feature list. It is not available for all products and in some cases we have derived data from publicly available sources. The list of features follows. Vendors can add a further 10 key features of their own.
Client Service Experience
Features designed to enhance the overall communication experience for clients.
- 24/7 Automated Support
- Chatbot or helpdesk support available around the clock.
- Accessibility Features
- Supports accessible communication (screen readers, enlarged text, etc.).
- Advisor Availability Indicators
- Shows live status of advisor (available, offline, etc.).
- Customizable Notification Preferences
- Clients set their preferred channel and frequency for updates.
- Feedback and Rating Tools
- Allows clients to rate and provide feedback on service.
- Multilingual Support
- Allows communications to be provided in multiple languages.
- Proactive Client Alerts
- Automatically informs clients of important events or deadlines.
- Real-Time Status Tracking
- Clients can monitor request/progress status updates in real time.
Communication Channels
The variety and robustness of client communication methods available in the fintech product.
- Chatbot Support
- Automated chatbots provide responses and support for common queries.
- Client Portal
- Self-service online portal for clients to access communication records.
- Document Sharing
- Allows for secure exchange of files and documents.
- Email Integration
- Supports seamless sending and receiving of emails within the system.
- Fax Integration
- Enables electronic receipt and sending of faxes.
- Mobile App Access
- Clients and advisors can access communications via mobile applications.
- Multi-Channel History
- Tracks full history of communications across all channels in one timeline.
- Push Notifications
- Supports push notifications to keep clients updated in real time.
- SMS Notifications
- Ability to send alerts and updates via SMS.
- Secure Messaging
- Provides a secure, encrypted messaging portal for clients and advisors.
- Video Conferencing
- Offers built-in video meeting tools for virtual consultations.
- VoIP Calling
- Includes support for Voice over IP calls through the platform.
Customization & Scalability
The ability to tailor the platform’s communications features for organization-specific needs and adaptability to growth.
- API Rate Limits
- Maximum allowed API calls per hour.
- Conditional Logic in Workflows
- Use of conditional statements in automations.
- Custom Branding of Notifications
- Ability to brand system notifications with company logos, color palettes, etc.
- Custom Email Domains
- Allows customization of sender domains for branding.
- Localization Options
- Support for multiple languages and local regulations.
- Personalizable Client Portals
- Client-facing portals can be branded and customized.
- Role-Based Views
- Different interfaces or dashboards for advisors, admins, and clients.
- Scalable User Licensing
- Easy addition/removal of users as the organization grows.
Integration Capabilities
How well the communication tools work with other systems in a financial advisory business.
- APIs for Custom Extensions
- Provides public or private APIs for custom feature extensions.
- Accounting System Integration
- Links to bookkeeping and accounting software.
- CRM Integration
- Directly links with popular Client Relationship Management platforms.
- Calendar Integration
- Sync communications and appointments with calendar software.
- Client Data Sync
- Real-time syncing of client profiles with third-party systems.
- Document Management Integration
- Connects with leading document storage solutions.
- Mail Merge Integration
- Supports personalized communications with data merge features.
- Third-Party Secure Storage Integration
- Ability to store or back up communications securely to external locations.
- eSignature Platform Integration
- Compatible with leading electronic signature tools.
Mobile and Remote Capabilities
Enables advisors and clients to operate efficiently from various locations and devices.
- Fully Responsive Design
- Interfaces adapt cleanly to all device types and sizes.
- Mobile Push Alerts
- Notifies users via mobile apps.
- Multi-Device Sync
- Seamless data sync across desktop, tablet, and mobile.
- Offline Message Drafting
- Allows composing communications offline to send later.
- Remote Access Security
- Includes additional protections when accessing remotely.
Performance Metrics & Reporting
Functionalities for analyzing communications, performance trends, and operational efficiency.
- Automated Report Scheduling
- Automatic generation/distribution of reports.
- Downloadable Data
- Allows export of communication logs and reports for offline analysis.
- Error/Error Rate Tracking
- Monitors failed delivery or communication errors.
- Message Volume Analytics
- Tracks the number of messages sent/received.
- Response Time Tracking
- Measures the average time to respond to client inquiries.
- SLA Compliance Reporting
- Reports on meeting Service Level Agreements for communications.
- User Activity Dashboards
- Displays user participation in communications.
Reliability & Availability
Measures ensuring constant availability and resilience of the communications platform.
- Automated Backups
- Regular, automated backups of communication data.
- Disaster Recovery
- Plans and systems for restoring service after major failure.
- Geo-Redundancy
- Uses multiple data centers in different regions for failover.
- Load Balancing
- Distributes incoming communications for optimal efficiency and reliability.
- Scheduled Maintenance Notifications
- Notifies users in advance of planned downtimes.
- System Health Monitoring
- Automated checks on availability and performance.
- Uptime Guarantee
- The percentage of time the system is guaranteed to be operational.
Security & Compliance Features
Capabilities to protect client communications and ensure regulatory obligations.
- Access Controls
- Granular user permissions for accessing client data and messages.
- Audit Trail
- Complete logging of communications for transparency and compliance.
- Data Retention Policies
- Automated management of data lifecycle in line with regulations.
- End-to-End Encryption
- Ensures all communication is encrypted during transit and at rest.
- Message Archiving
- Ability to archive all client communications for legal review.
- Regulatory Compliance Certifications
- Meets key frameworks (e.g., FINRA, GDPR).
- Secure File Transfer
- Facilitates sending files using encrypted transfer technology.
- Single Sign-On (SSO)
- Enables unified login for users with enterprise credentials.
- Two-Factor Authentication
- Adds a secondary authentication step for enhanced access security.
Usability & Adoption Tools
Ensures systems are easy to use and supports user onboarding and training.
- Adoption Analytics
- Monitors usage rates and adoption trends.
- Contextual Help Widgets
- In-app help guides and tips.
- Localization
- Support for multiple languages and regional formats.
- Multi-Tiered Support
- Different levels of support based on user expertise or role.
- Onboarding Tutorials
- Built-in tutorials guide new users.
- Training Materials
- Comprehensive manuals, videos, and reference guides.
- User-Friendly Interface
- Intuitive design for both advisors and clients.
Workflow Automation
Features that reduce manual effort in managing communications.
- Automated Client Onboarding
- Speeds up and standardizes the process of bringing new clients onboard.
- Bulk Messaging
- Sends communications in bulk to groups of clients as needed.
- Custom Workflows
- Allows custom automation rules for various communication processes.
- Document Request Automation
- Automates requests and reminders for needed documents.
- Follow-up Reminders
- Automatically triggers reminders for client follow-ups and outstanding items.
- Integrated Signature Collection
- Automates electronic signature requests in workflow processes.
- Meeting Scheduler
- Automatically schedules meetings based on advisor/client availability.
- Task Assignment
- Allows tasks triggered by client communications to be auto-assigned within teams.
- Template Messaging
- Provides reusable templates for common communications.