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FactSet Communications from FactSet
A suite of tools designed for seamless client communication, including reporting, data visualization, and collaborative workflows that enhance client engagement.
Product analysis by function
Communication Management Systems for Client Services
Tools for managing client communications across multiple channels (email, chat, phone), often with recording and archiving capabilities for compliance purposes.
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Channel Support and Integration
(8 Yes /8 Known /11 Possible features)
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Multi-Channel Support Ability to handle interactions across email, chat, voice/phone, SMS, and social media. |
FactSet Communications markets support for email, chat, and integrates with other platforms; supports omnichannel engagement. | |
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Channel Unification Unified view of all communications regardless of channel. |
FactSet provides unified views of client communications and collaboration in its dashboards. | |
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Channel Switching Ability to switch or escalate conversations between channels seamlessly. |
No information available | |
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APIs for Channel Integration Availability of APIs for custom integration with new channels. |
APIs for integration are mentioned in FactSet developer documentation and product description. | |
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Supported Social Platforms Number of social networks natively supported (e.g., Twitter, LinkedIn, Facebook). |
No information available | |
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Third-Party Integration Support for integrating third-party messaging and telephony solutions. |
Third-party integrations (e.g., with CRM, messaging, data sources) are a core value proposition. | |
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Mobile Channel Support Capability to support mobile-specific channels and apps. |
Supports access and communication channels optimized for mobile, as confirmed by product sales material. | |
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Automated Distribution Automatic routing of incoming messages to the appropriate agent/team. |
Automated message routing is highlighted as a workflow and distribution feature on product pages. | |
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Outbound Communication Capabilities Ability to initiate outbound calls, emails, or chats from the platform. |
Agents can initiate outbound communications; outbound reporting noted in feature set. | |
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Omnichannel Inbox A single interface for agents to view all incoming and outgoing messages from every channel. |
FactSet emphasizes a unified inbox/dashboard for multi-channel communications. | |
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Simultaneous Channel Capacity Maximum number of concurrent interactions the system can support across all channels. |
No information available |
Compliance, Recording & Archiving
(7 Yes /7 Known /11 Possible features)
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Call Recording Automatic recording of voice interactions. |
No information available | |
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Chat/Email Archiving Archival of written communications for future reference and audit. |
Documented archiving of digital communications; meets regulatory archiving needs for client communications. | |
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Retention Policy Management Customizable message retention periods to match regulatory mandates. |
Retention policy configuration is referenced under compliance and archival features. | |
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Searchable Archives Ability to perform keyword or filter-based search through archived communications. |
Search and filtering available for archived client communications and workflow records. | |
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Secure Storage Data encryption at rest and in transit for archived communications. |
Encryption at rest and in transit, as per FactSet security documentation. | |
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Audit Trails Detailed tracking of communications for auditing purposes. |
Comprehensive audit trails are referenced for compliance workflows. | |
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Export Capabilities Ability to export records or transcripts for regulatory requests. |
Exporting records is supported for audit and investigation. | |
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Legal Hold Ability to place specific records on legal hold to prevent deletion. |
No information available | |
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Data Purging Automation Automated deletion of records based on defined retention policies. |
No information available | |
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Compliance Certifications Certified compliance with relevant financial or data privacy regulations. |
FactSet holds financial and data privacy certifications (SOC, ISO) as stated in legal/compliance documentation. | |
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Backup Frequency Frequency with which backups of communications are performed. |
No information available |
Performance and Scalability
(0 Yes /0 Known /10 Possible features)
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Concurrent User Support Maximum number of users that can operate the system simultaneously. |
No information available | |
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Message Throughput Number of processed messages per second. |
No information available | |
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Recording Retention Capacity Total duration or count of recordings that can be stored. |
No information available | |
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Latency System response time for message delivery or retrieval. |
No information available | |
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Uptime Guarantee Vendor-promised service availability. |
No information available | |
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Auto Scaling Ability to automatically scale system resources based on demand. |
No information available | |
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Load Balancing Balancing of workloads across server resources to optimize performance. |
No information available | |
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Failover and Redundancy Automatic failover and redundancy configurations. |
No information available | |
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Disaster Recovery Comprehensive disaster recovery capabilities and tested plans. |
No information available | |
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Content Delivery Network (CDN) Use of a CDN for fast global access to stored content and messages. |
No information available |
Security
(8 Yes /8 Known /10 Possible features)
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End-to-End Encryption Encryption of data in transit and at rest from sender to receiver. |
Security documentation specifies end-to-end encryption for communications and data exchange. | |
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Multi-Factor Authentication MFA for agent and administrator access. |
Multi-factor authentication offered for all user accounts as per FactSet security FAQ. | |
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Role-Based Access Control Granular user permission management based on roles. |
Role-based access controls and granular permissions are specified in platform security documents. | |
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SOC 2/ISO 27001 Certification Industry-standard security certifications. |
SOC 2/ISO certifications listed in FactSet legal information and security policy. | |
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Single Sign-On (SSO) Ability to log in using a firm’s SSO infrastructure. |
SSO integration is available and described in FactSet IT and enterprise onboarding guides. | |
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Intrusion Detection System (IDS) Monitoring for and alerting of suspicious or unauthorized activities. |
No information available | |
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Granular Audit Logs Detailed system activity logging for access and events. |
No information available | |
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Data Loss Prevention (DLP) Enforcement of policies to prevent unauthorized data sharing. |
DLP for sensitive communications is part of security design and policy documentation. | |
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Automatic Session Timeout Automatic logout after a specified period of inactivity. |
Automatic session timeouts are a configurable security feature according to help docs. | |
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Custom Security Policies Ability to define firm-specific security policies. |
Customizable security policies are offered for institutional clients. |
Agent Productivity and Workflow
(10 Yes /10 Known /10 Possible features)
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Unified Agent Dashboard A single workspace displaying all client interactions, case history, and tasks. |
FactSet UI aggregates client records, tasks, and messages into one agent workspace. | |
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Automated Task Assignment Automatic routing of cases or queries to the most appropriate agent/team. |
Task assignment can be automated via rules/configurations for team workflows. | |
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Macros and Templates Pre-defined responses or templates for frequent client interactions. |
Macros/templates for common messages are built into agent tools. | |
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CRM Integration Native or API-based integration with customer relationship management systems. |
CRM integrations (native and API-based) with Salesforce, MS Dynamics, etc. | |
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Case Management System for managing open/closed client requests and issues. |
Case management is a listed feature for tracking open client queries. | |
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Internal Chat/Collaboration Channel for agents to communicate internally without leaving the platform. |
Internal chat and agent collaboration tools present in UI. | |
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Notifications and Alerts Real-time notifications for new messages or urgent action items. |
Notifications and real-time system alerts appear within the platform. | |
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Automated Follow-Up Automated reminders or follow-up tasks for pending topics. |
Automated reminders and follow-up notifications are mentioned as workflow enhancements. | |
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Workflow Customization Ability to define and automate unique workflows or escalation processes. |
Workflow can be customized by firms to follow specific escalation or approval routes. | |
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Search and Filter Functions Fast, multi-parameter searching and filtering of communication records. |
Communications and workflow records can be searched and filtered by various parameters. |
Client Experience and Self-Service
(8 Yes /8 Known /10 Possible features)
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Client Portal Access Clients can log in to view past correspondence, statements, and open tickets. |
Client portal is detailed as a feature for client self-service access. | |
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Self-Service Knowledge Base A searchable database of FAQs and support articles. |
Self-service searchable knowledge base is present for end-users. | |
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Automated Chatbots Intelligent bots to answer common questions or route more complex inquiries. |
No information available | |
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Personalization Options Custom greetings, tailored content, and preferences for communication. |
Personalization options for communications and greetings are customizable in the portal. | |
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Secure Document Sharing Ability for clients to securely send/receive documents via the platform. |
Supports secure file/document exchange with clients. | |
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Response Time SLA Average response time guaranteed for client communications. |
No information available | |
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Real-Time Status Updates Clients receive real-time updates on the status of their inquiries. |
System delivers real-time status updates for client inquiries through dashboards/notifications. | |
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Multilingual Support Support for multiple languages in interfaces and communications. |
Multi-language client interface and message templates confirmed in product language options. | |
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Accessibility Standards Compliance Adherence to accessibility standards such as WCAG/ADA. |
Accessibility standards like WCAG are stated in documentation/procurement material. | |
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Mobile Access for Clients Optimized mobile experience for client-side interaction. |
Client portal and communications optimized for mobile devices. |
Integration and API Ecosystem
(6 Yes /6 Known /10 Possible features)
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Open APIs Availability of open APIs for integration with in-house or third-party applications. |
Open APIs are referenced for integration with internal and third-party tools. | |
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Webhooks Support Ability to push real-time data and updates to other systems. |
Webhook support described in developer integration documentation. | |
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Pre-built Integrations Out-of-the-box connectors to popular CRM, ERP, and compliance platforms. |
Pre-built integrations available for CRM, compliance, and analytics ecosystems. | |
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Event-Driven Architecture System supports event-driven integrations for real-time actions. |
No information available | |
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Data Import/Export Tools Built-in utilities for importing or exporting data in multiple formats. |
Help documentation refers to import/export tools (various formats supported). | |
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Integration Documentation Quality Comprehensiveness and clarity of provided integration documentation. |
No information available | |
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Custom Scripting/Extensions Ability to add custom logic or workflows through scripting. |
Custom scripting/extensions described for workflow and compliance customization. | |
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Authentication Protocol Support Support for OAuth2, SAML, and similar secure authentication frameworks. |
Support for OAuth, SAML, and other authentication protocols mentioned. | |
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Batch Processing Support for large-scale/batch data operations via API. |
No information available | |
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Integration Rate Limits Maximum API calls allowed per hour. |
No information available |
Reporting and Analytics
(9 Yes /9 Known /10 Possible features)
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Real-Time Dashboards Live reporting on key communications metrics. |
Reporting includes live dashboards and real-time metric updates. | |
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Custom Report Builder Creation of ad-hoc or scheduled custom reports. |
Custom/ad hoc report creation is described in analytics capabilities. | |
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Predefined Compliance Reports Standard reports for regulatory compliance. |
Standard compliance reports available to meet regulatory requirements. | |
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Export to PDF/Excel Ability to export analytics and reports in common formats. |
Export to PDF/Excel formats supported for analytics and reporting. | |
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Agent Performance Metrics Measurement of agent-specific KPIs (response time, resolution rate). |
Agent performance tracking and analytics are part of the reporting interface. | |
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Client Satisfaction Surveys Integrated collection and reporting of client satisfaction ratings. |
Client satisfaction surveys integrated into communications and feedback workflows. | |
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Data Visualization Tools Built-in graphs, charts, and heatmaps for insights. |
Extensive graphing and charting tools are highlighted for data analytics. | |
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Scheduled Reporting Ability to set and automate report generation schedules. |
Scheduled and automated report generation is offered for compliance and business needs. | |
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Drill-Down Analytics Capability to drill down from summary to detailed records. |
Analytics tools allow drill-down from summary to underlying message/case details. | |
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Historic Data Retention Number of months/years historical data is retained for analytics. |
No information available |
Artificial Intelligence and Automation
(0 Yes /0 Known /10 Possible features)
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AI-Based Routing Intelligent assignment of cases/messages based on context and agent skills. |
No information available | |
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Automated Compliance Monitoring AI to identify and flag potential compliance violations in real time. |
No information available | |
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Speech-to-Text Transcription Automated transcription of voice calls for record-keeping and analysis. |
No information available | |
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Sentiment Analysis Analysis of client sentiment and escalation based on message content. |
No information available | |
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Auto-Categorization/Tagging Automated tagging of communications for classification and search. |
No information available | |
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Suggested Responses AI-driven recommended replies and next best actions for agents. |
No information available | |
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Fraud Detection Real-time AI screening for fraud or anomalous interactions. |
No information available | |
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Bulk Outbound Campaigns Automated bulk messaging for compliance or marketing (with permission). |
No information available | |
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Workflow Automation Automatic triggering of workflows from specific communication events. |
No information available | |
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Custom ML Model Integration Support for integrating custom machine learning models. |
No information available |
Customization and Branding
(4 Yes /4 Known /10 Possible features)
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Custom UI Themes Ability to apply the firm’s brand colors, logos, and interface layouts. |
Custom UI branding and layout options are referenced in implementation guides. | |
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Configurable Workflows Ability to customize workflows to internal processes. |
Workflows, notifications, and escalation routes can be customized for clients. | |
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Custom Notification Rules Define alert and notification logic to suit business needs. |
Notification and alert rules are configurable for workflow and user experience. | |
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Modular Feature Enablement Turn modules on/off as needed for specific user groups. |
No information available | |
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Custom Portal Domains Branded portal/domain for client-facing interfaces. |
No information available | |
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Localization Support Customize system language, time zone, and regional settings. |
No information available | |
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Personalized Reporting Dashboards Enable each user/role to have a custom analytics homepage. |
Reporting dashboards can be customized per user or team role. | |
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UI Widgets/Extensions Support for custom UI widgets or plugin extensions. |
No information available | |
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White-labeling Options Remove vendor branding for full white-label deployment. |
No information available | |
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Custom Form Builders Drag-and-drop or API-based creation of custom data capture forms. |
No information available |
Support & Vendor Management
(9 Yes /9 Known /10 Possible features)
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24/7 Support Availability Access to live support at all times. |
Support is marketed as 24/7, with global support teams. | |
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Dedicated Account Manager Named support representative for each client. |
Dedicated account management included in enterprise agreements. | |
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Comprehensive Onboarding and Training Structured onboarding and training programs for firm users. |
Structured onboarding/training programs described in service guides. | |
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User Community/Forums Online user communities for knowledge sharing. |
Online knowledge sharing/user forums present on FactSet’s support portal. | |
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Service Level Agreement (SLA) Contractually defined levels of support and uptime. |
SLAs are contractually specified for enterprise support. | |
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Self-Service Documentation Extensive user manuals, FAQs, and troubleshooting guides. |
Extensive documentation and FAQs available publicly and in client portal. | |
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Multi-Tier Support Plans Offering of basic, advanced, and premium support levels. |
Multi-tiered support and service plans are offered for different client segments. | |
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Customer Success Programs Proactive programs to drive adoption and best practices. |
No information available | |
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Regular Product Updates Frequent enhancements and bug fixes. |
Product release notes and update cadence indicate regular enhancements and maintenance. | |
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Third-Party Audit Reports Availability of security, compliance, or performance audit documentation. |
FactSet provides third-party audit reports (security, compliance) to clients under NDA. |
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