Streamlined Collections

Unified Communications Application Streamlined Collections™ As delinquencies and charge-offs increase, and new portfolios are acquired, collections . and risk managers face the challenge of figuring out how to maximize the effectiveness of their collections processes without adding new headcount. Now, more than ever, successful collections centers depend on people, processes, and applications all working together to achieve optimal recoveries. Streamlined Collections is a unified communications (UC) application for the contact center that automates early-stage contact and provides an efficient past-due account targeting strategy to reduce delinquencies and write-offs and delivers a new way to simplify, bolster, and automate your collections process. . © 2009 Aspect Software, Inc. All Rights Reserved. STREAMLINED COLLECTIONS™ Streamlined Collections™ unites outbound • Generate reports on operational metrics. Highlights dialing, voice portal, and advanced list • Gauge outbound and workflow statistics. management to reduce your cost per collected — Leverage advanced campaign dollar. Capabilities include: • Receive standard reports that reveal service management capabilities for and campaign performance. improved right party contacts. Voice Portal – deliver rich voice self-service applications, either premise-based or hosted, • Generate enterprise reports across multiple — Deploy automated outbound to your customers leveraging VoiceXML-based systems. . application with self service speech applications. When a customer needs to enable pay-by-phone • Customize and save reports in an Online to speak to a representative, the information functionality. Analytical Processing (OLAP) database gathered during the self-service session is that enables businesses to perform made available to the collector, speeding the — Provide a simplified, browser- multidimensional analysis of business data. based agent interface with collections process. Self-service callers are managed though tools that visually script Whether your collections center is centralized scripting capabilities. and monitor the customer experience using or distributed, Streamlined Collections brings — Make real-time changes to standards-based speech or touch tone. your business rules, hard-learned best practices your campaign strategies, and administration into a centrally managed target telephone numbers, and Outbound Dialing – leverage the capabilities platform. Unifying command and control of exclusion lists. needed to make your collections strategies your campaign management reduces costs successful: and simplifies training for managers and — Demonstrate regulatory • Multiple dialing options - predictive, precision, supervisors. Workflows synchronize intraday compliance with pacing tasks to reduce idle time, leading to increased controls and reporting preview, blaster, manual, agent-less and goal- based quota control. collections results without additional staff. • Advanced List Management – leverage Increase Debt Collection by Reaching powerful outbound campaign and list the Right People at the Right Time Key Benefits management capabilities that bolster You can improve right party contact by collections strategies. initiating phone calls to debtors at the times — Increase collections by and places they are most likely to be reached. dynamically targeting your • Industry-leading answering machine detection delinquent accounts to ensure With the outbound and advanced campaign – benefit from up to 95% answering machine you are reaching the right management capabilities available within people at the right time. detection accuracy, including compliance Streamlined Collections, dialer administrators controls and reporting. can create, modify, and stop or start — Reduce staffing costs by • Outbound speech-enabled voice portal - campaigns dynamically through a single point automating early-stage automate contact for collections agents, of administration. If changes are required collections activity with self emergency messaging and proactive throughout the day, campaign strategies can service and pay-by-phone customer service. be automated and adjusted in real time without functionality. . the need to stop or restart the dialing process. Unified Administration – leverage centralized, — Reduce the cost per collected dynamic provisioning capabilities that enable Streamlined Collections provides contact dollar by streamlining the administrators and supervisors to make real- centers with a centralized, fully integrated data agent desktop and workflow. time changes to agent and system settings as warehouse and records distribution engine for creating and executing sophisticated contact — Comply with regulatory they manage collections operations, with no changes through improved need to stop and start systems, campaigns, or strategies/lists guided by real-time business controls, tools, and reporting. services. intelligence and can dynamically build high- yield campaigns using disparate host data, Unified Reporting – deliver a comprehensive customer interaction history, and complex view of your contact center performance by business rules. eliminating the need to integrate reporting data from multiple point products. Gain visibility The end result is fewer call attempts and into your operations, both historically and in improved campaign results, which translates real time. With unified reporting, your contact into lower telecommunications charges, center managers can: increased revenue opportunities and higher collections yield. • View agent productivity and performance statistics. 2 Unified Communications Application Streamlined Collections™ © 2009 Aspect Software, Inc. All Rights Reserved.