White Papers - Archive

TSYS® is a thought leader in global payments. We make it part of our business to contribute useful reports and white papers to the industry’s expanding body of scholarly work. We feel this helps our clients and others in the industry continue to grow and innovate. We hope you find this information beneficial.  

To request reprinting rights to a TSYS white paper or conduct an interview with its authors, contact us at +1.706.644.3110 or news@tsys.com.

Research Paper: TSYS 2014 Canadian Consumer Payment Choice Study

We are excited to publish our first-ever research report specifically involving the Canadian payments market. As with previous studies, our goal was to provide relevant information to help our clients with their payments strategies while creating a useful reference tool for others in our industry.
Author: Joe Majestic, TSYS
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Research Paper: Banking and Social Media: Customer Communication Boom or Bust?

There are many aspects of the financial services industry that are changing at light-speed, and financial institutions are looking for ways to communicate these changes to their customers. Most if not all of the largest U.S. banks have a presence on one or more of the top social media sites, and they are using this channel to communicate product changes, service enhancements and other happenings that are of relevance to customers. But do customers want to join the conversation – and how much are they "listening?"
Author: Nicholas Hopek, TSYS
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White Paper: Implementing a Successful Commercial Card Program in Turkey

Turkey is a country known for its strategic importance and active economic and political roles on both sides of the European/Asian divide. The high activity level does not end with geopolitics, however; Turkey has a very active commercial cards and payments market.
Author: Berrak Ciftci, TSYS
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Research Paper: 2013 Consumer Payment Choice Study

We are delighted to publish our third annual consumer payment choice research report. This year's report includes updated information on key consumer payment preferences and new insights on a range of popular topics in our industry. Once again, our goal was to provide relevant information to help our clients and others with their payment strategies and initiatives and to create a useful tool for industry participants hoping to form a view on future trends.
Author: Sarah Hartman, TSYS
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White Paper: EMV is Not Enough: Considerations for Implementing 3D Secure

This paper considers the impending U.S. migration to EMV to combat fraud, but concludes that there are additional steps issuers must consider to mitigate fraud risk. The report indicates that there are clear lessons to be learned in the U.S. from the UK's introduction of EMV — and the resulting rise in card-not-present fraud. The paper discusses how the increase in card-not-present fraud coupled with the growth of e-commerce should lead issuers to consider deploying a risk-based authentication on the 3D Secure protocol.
Author: Jonathan Hancock, TSYS
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White Paper: How Card Issuers Can Leverage Big Data to Improve Cardholder Retention Efforts

This report introduces "big data" and provides a path for card issuers to leverage it. Next, it explains the potential applications of big data by card issuers and how payment and transaction data, when coupled with the right analytical platforms, can provide better insights into customer behaviours. Finally, the report lays out three best practices card issuers can deploy to capitalise on big data and support cardholder retention strategies.
Author: Rob Hudson, TSYS
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White Paper: Lessons Learned from Business Travel Study: Best Practices for Getting Ahead of the Mobile Wave

This report is based on the findings of The Connected Business Traveler Study, an innovative survey of business travelers conducted jointly by TSYS, Mercator and CPI. The report combines the survey’s findings with an exploration of how the evolution of mobile banking and payments for consumers signals an opportunity for greater mobile solutions and innovations geared toward commercial card customers.
Author: Kellie Goodwin
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White Paper: Branchless Banking: Africa, the Middle East & Pakistan

Branchless banking allows banks to better serve a variety of mass consumer segments, whether they are those with limited access to bank branches or those with low account balances. According to a 2012 study by Gallup, Inc. and the World Bank, an estimated 2.7 billion people in emerging markets — almost 40 percent of the world's population — are without access to even basic financial services, meaning they remain "unbanked" and don't use formal or semi-formal financial services. The lives of these unbanked could be improved through access to the most basic array of banking services, such as deposits, savings, installment loans, simplified and secure remittances and bill payment.
Author: Malek Mroueh
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White Paper: The Next Frontier: The Convergence of Social Media and Payments in India and Southeast Asia

This report looks at the adoption levels of popular social networks in India and Southeast Asia, and how their fast growth could influence consumer banking preferences — whether for purchases, transactions, or information. Combining data from TSYS market research, it explores how payment technologies are likely to evolve and converge with social media, including through the offering of peer-to-peer payment technologies that can facilitate small-value and micropayment transactions. And finally, it highlights the four key challenges that lie ahead for FIs when it comes to navigating social media, along with three strategic considerations for evaluating social payment opportunities.
Author: Amit Sethi
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White Paper: Bank 1.0 and Bank 2.0 Success Entails Learning from Each Other's Best Practices

This report stresses the importance of banks continuing to learn from and follow the lessons of traditional banking as they move toward the future. The most successful transitions will likely involve a hybrid approach: One that builds upon the best practices from the traditional banking model while integrating next-generation practices that consumers want and expect. The white paper outlines some of the best practices of Bank 1.0 and Bank 2.0, and explores some increasingly critical elements that more traditional banks should adopt to maintain relevancy. The three critical factors explored in our roadmap for success include: 1) Building upon core Bank 1.0 practices; 2) Understanding today's consumer banking behaviours and preferences; and 3) Improving the customer experience with technology while gathering better insights.
Author: John Goodale
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White Paper: Beyond a Collection of Systems: Deploying a Comprehensive Collections System

Most collections operations today are the direct product of a rapid series of technological innovations over the past two decades: multiple operational "silos," all working in relative symmetry but not really connected with one another. With the recent shift in consumer behaviors and expectations, however, many lack an integrated method for managing all aspect of the "conversation" with individual debtors – from the way we communicate to the offers, treatments and content/context of our communications. These disparate factors expose a major flaw in the current "collection of systems," and highlight the need for a single, unified collections strategy. This white paper examines how we got here and suggests a solution to help regain lost efficiencies, improve effectiveness and ensure that we can operate in compliance with the rapidly-escalating new set of regulatory requirements.
Author: Julie Austin and Vytas Kisielius
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White Paper: Compliance, Control, Transparency: The Key to Success in Today's Collections Market

With delinquency rates at never-before-seen lows, if you thought collections and risk executives can now rest easy, you’d be dead wrong The industry is facing a rapid pace of regulatory changes, a new regulatory body (the Consumer Financial Protection Bureau) and a host of aggressive overseers who are creating uncertainty and making things more chaotic than ever. This white paper examines what is happening on the legislative front and what can be done about it when dealing with these new regulatory challenges.
Author: Julie Austin and Vytas Kisielius
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White Paper: Incredible India! Four Imperatives to Accelerate Electronic Payment Adoption

A leading analyst group predicts that “India will climb…to be one of the world’s top five generators of non-cash payments by 2017.” In the emerging BRIC (Brazil, Russia, India and China) markets, cash remains king; but in India the tide is turning as consumers increasingly conduct electronic payment transactions with either plastic cards or, to a lesser degree, mobile phone-based applications. This market trend is being driven by a population of more than 1.2 billion, 350-400 million of which are part of the burgeoning middle class. This key demographic, growing annually at five percent, is developing a voracious appetite for consumer goods that can be supported through access to basic banking services provided by domestic and foreign financial institutions.
Author: Amit Sethi
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White Paper: Incredible India! M-Payments and Prepaid Poised to Define Financial Institutions' Delivery of Banking & Payment Services to Rural India

Today it's fairly common to see a passenger board an international flight in New York by presenting a smart phone loaded with an e-boarding pass or a train in Italy by displaying a quick response code-enabled e-ticket on an iPad. Mobile transactions are catching on in developed markets as consumers increasingly move away from computers and on to a new generation of mobile devices. The next wave of electronic transactions—mobile payments, or m-payments—is on the verge of surging. This is especially true in emerging markets like India where frugal innovations could fill enormous market voids that leave large populations at the bottom of the pyramid (BOP) underserved. In particular, the symbiotic relationship between prepaid and mobile phones defines a natural entry point for inclusion of the rural unbanked into the formal financial system and would support adoption on a mass scale. Innovation at the intersection of these two already widely adopted services by India's BOP consumers is a market opportunity ripe for development by financial institutions.
Author: Amit Sethi
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White Paper: Managing Digital Complexity: The Evolving Landscape of Archive Systems

Abstract: Recall the closing scene of the American action-adventure film “Raiders of the Lost Ark” when the treasure-filled crate was carefully stored away in a cavernous government warehouse to perhaps never be seen again. For many of today’s businesses, their most important treasures are not gleaming gold artifacts, but rather data. Yet many of today’s archival processes, built to store millions of pages of paper documentation, still more closely resemble that impenetrable warehouse with its stacks of crates than the digital, real-time and on-demand systems businesses need to meet the demands of a data-driven economy.
Author: David Marhanka, TSYS
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White Paper: The Lending Industry Adopts Unprecedented Collections Practices in the Wake of Economic Crisis

Abstract: The economic downturn has resulted in record numbers of consumers becoming unable to meet their financial obligations, resulting in unprecedented levels of credit losses realized by lenders worldwide. Prior to the credit crunch, the organizations that were the most effective at collecting debts were the ones that sent the most letters and had the largest call center representatives on hand to contact delinquent customers - in short, more letters and more phone calls resulted in more collected debts. However, as the economy slipped into recession, the effectiveness of these strategies began to decline and credit losses reached record highs.
Author: Megan Bramlette (Auriemma Consulting Group) and LaTina Cunningham (TSYS Managed Services)
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White Paper: Survey Finds Prepaid Motivates: New Research Reveals Cards Drive Increased Spending, Visits and Willingness to Support Social Marketing

Abstract: Tools that can drive loyalty remain at a premium in the current business climate. As part of the ongoing quest to attract and retain customers and employees, prepaid incentive cards are growing and quickly becoming a viable and powerful alternative to cash rewards and merchandise offers. New findings from a survey, conducted by trade publication Retail TouchPoints and online research firm Decision Tree Labs, found significant gains in awareness and usage of prepaid cards for incentives, customer rebates and loyalty offers. In addition, the survey pointed to growing opportunity for consumer brands to drive traffic and average transaction size via prepaid card incentive offers.
Author: Rod Boyer (TSYS Loyalty & Prepaid) and Andrew Gaffney (Retail TouchPoints)
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White Paper: Recognizing First Party Fraud - Why It's More Expensive Than You May Think.

Abstract: The objective of this paper is to shed light on the hidden costs of FPF and help executives recognize the importance of distinguishing FPF from credit losses. Additionally, it will explore the operational advantages of an enterprise-wide approach to identifying FPF earlier in the customer lifecycle, thereby generating substantial savings for an organization.
Author: Dale Daley and Rod Powers, TSYS Value Added Services
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White Paper: Risky Business: Best Practices for Managing Cardholder Dispute and Chargeback Processes in Challenging Times

Abstract: "In the end, nobody that's ever taken good care of the customer has ever lost; I mean that is the name of the game." Those words from renowned businessman, Chairman and CEO of Berkshire Hathaway Warren Buffet should be instructive to financial institutions struggling to regain and maintain profitability amid a continuing economic storm.
Author: Tom Cain, TSYS Managed Services
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White Paper: On-Demand Payment Cards and Personalization

Abstract: The current economic contraction, increased consumer choice enabled by digital technology, and consumers’ more discerning consumption patterns set the platform for the personalization trend and its adoption across industries, including financial services. Innovation is all the more imperative as credit card issuers face negative annualized returns for the first time in over 30 years. This report outlines the benefits to financial institutions (FIs) of implementing end-to-end,on-demand and personalized payment card strategies to meet niche markets and mitigate operational risks, such as excess inventory. The benefits aren’t limited to large FIs alone, but also extend to small- and mid-sized issuers with existing payment card program portfolios and to those either entering the market for the first time or re-entering it.
Author: George Wolbert
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White Paper: Leveraging Collections as a Customer Retention Tool

Abstract: A new strategy is imperative as financial institutions face $44.4 billion in charge-offs. Financial institutions’ (FIs) charge-off rates continue on an upward trajectory, fueled by delinquency rates that are at a historic high and exacerbated by unprecedented unemployment levels. At the same time, legislation mandating credit card reform is threatening to squeeze FIs’ profitability, transforming collections into an instrumental customer retention tool that is capable of augmenting contributions to an institution’s financial health. This report explores the importance of adopting a modern collections strategy, one that is relevant to the current economic landscape and contributes to customer retention.
Author: Julie Austin and Vytas Kisielius
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White Paper: Taking Payments to a Higher Level With More Customer Touch Points

Abstract:  Now that electronic payments have gone beyond the province of the Internet savvy, many financial institutions have begun to expand their electronic payment offerings to include channels such as the call center and interactive voice response units. By offering more touch points through which customers can automate payments, financial institutions can improve customer satisfaction, gain operating efficiencies and boost their cash flow by clearing payments on the day they are received. What’s holding many financial institutions back from pursuing more electronic touch points is an aging support infrastructure with limited functionality. As a result, it can be costly and time consuming for them to expand the remittance capabilities of these applications, as they are not always compatible with newer software.
Author: Source Media & TSYS
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White Paper: TechBrief: A View from the Crow's Nest

Abstract: The issue of fraud, and in particular data compromise, is very topical at the moment. Recent events in Spain involving a major card processor that connects most of the county's automatic teller machine and point of sale networks has acted as yet another wake-up call to everyone in the card issuing, acquiring and processing sector. The fact that an apparently secure network was compromised was considered serious enough for both Visa and MasterCard to release bulletins advising that card issuers should take appropriate action to protect their cardholders' data.
Author: Jonathan Hancock, TSYS, Banking Technology article
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