Innovating constantly for better outcomes
Whether interactions are digital or agent-assisted, the secret to human-centred collections – and indeed – to prevent debt arising in the first place - is to personalise every journey to the individual needs of the customer. To make this a steadily improving reality, we’re continually innovating to deliver smarter technological solutions for our clients.
Debt can be deeply stressful and embarrassing for many customers, many of whom prefer to self-serve when it comes to managing debt. That’s why we utilise the latest artificial intelligence (AI) technology to ensure a seamless self-serve experience, including intelligent systems which know when it’s better for the customer to route their enquiry to an agent who’s trained to support more complex needs.. To ensure compliant outcomes, we use real-time speech analytics to monitor consumer sentiment as well as call quality, to provide you with complete assurance.
We help you to make better use of data, analytics and technology for enhanced organisational performance, improved productivity, higher collection rates and better payment outcomes - for you and your customers.
Strengthening your response with virtual agents
Virtual agents use our conversational AI tool to provide customers with self-service options that answer important questions, guide them to the right information and – most importantly of all - reduce the need for them to speak to an agent.
This is not only popular with customers, it also frees up more of your customer service agents’ time, enabling them to focus on helping the most vulnerable customers, as well as those with the most complex enquiries.
Watch our conversational AI tool in action ⤴
Treating customers fairly in collections
Read our FREE report to discover what debtors think about different collections approaches and begin your journey towards human-centred collections.
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Customer experience
