Coforge combines its knowledge of the ServiceNow platform with deep banking industry experience to create Coforge DisputeXelerate—a solution designed for banks and financial services. It helps manage disputes smoothly by automating the entire process from intake to resolution, improving customer satisfaction, ensuring compliance, and cutting operational costs.

**Results/Outcomes**

- Unified Digital experience for End Users through omni channels.
- Reduce Response time with Intelligent Automation and redefine services with generative AI
- Provide an audit-ready platform with automated controls to Reg E and Reg Z rules.

Functional Features: 

- **End-to-End Dispute Lifecycle Automation: ** Automate intake, triage, investigation, resolution, and communication through purpose-built workflows and SLAs.
- **Omnichannel Intake: ** Enable dispute logging via contact centres, digital channels, or self-service portals.
- **Root Cause & Pattern Analysis: ** Leverage analytics and dashboards to track trends, identify recurring issues, and drive proactive resolution.
- **Customer-Centric Updates: ** Provide real-time status updates, notifications, and closure reports through integrated communication channels.
- **Audit and Compliance Readiness: ** Maintain detailed case logs, action trails, and configurable compliance controls to meet regulatory standards with auditable workflows and controls aligned to BFSI regulatory requirements.

Technical Features: 

- Case Creation & Workflow through playbook
- Visa and Mastercard based questionnaires
- Core banking system integrations:

- for customer, card and transactions data
- ServiceNow Tokenization tool and related ServiceNow Configuration
- Card Networks (VISA and Master Card) 

- PDF Document generation for dispute-related correspondence
- persona-specific dashboard within a configurable workspace and Reg E and Reg Z reports
- Other dispute types like ATM / ACH (25 Q4), ZELLE, Wire/Check