May/June 2009

Top 7 Interactive Voice Response Solutions 2009

Columbia Ultimate: Calling Features Compatible With Collection System

Last year, Columbia Ultimate launched the Ajility Call Management Suite, which contains a range of calling features and is compatible with Columbia's other collection applications. The IVR and interactive messaging components integrate into Columbia's collection system, making it easy to set up the system for new campaigns.

Benefits and Features

• Minimal customization to get up and running because the IVR understands the nuances of the collector system.

• Connects consumers directly to built-in payment processor to automate payments.

• One view shows the collector what is going on with his or her accounts.

• Ajility messaging for leaving messages and making right-party contacts.

What Users Say
"We are seeing a dramatic cost savings in making the calls ourselves with our solution. Additionally, we are seeing some lift in revenue by having the solution run internally as part of our facility, and it operates more efficiently. We attribute the lift to increased efficiency with the new solution from Columbia Ultimate," said Anthony Mazzacano, MIS Director at Accounts Receivable Management.

Summary
Columbia Ultimate's Ajility Call Management Suite includes an integrated dialer, voice messaging and IVR, as well as the Performance Dashboard to help agencies better monitor collection activities and understand key business drivers.

Columbia Ultimate
www.columbiaultimate.com
800-488-4420

CR Software: One-Stop Shopping Inbound and Outbound IVR

CR Software provides the hardware, software and consulting required to manage all aspects of the collection process. This approach helps reduce problems and leads to quick resolution if one emerges. The Mercury Predictive Dialer component incorporates inbound IVR, which allows consumers to verify information and make payments, and outbound IVR, which connects agents to right-party contacts.

Benefits and Features

• Seamless integration with CR Software's Platinum and Titanium collection applications.
• Real-time data exchange between the IVR and the internal collection software application.
• Integrated hardware and software minimizes maintenance hassles.

What Users Say

"Before we got the IVR, our collectors were busier doing nonproductive things like leaving messages and talking to the wrong party. Now they are handed right-party contacts with every call. I used to think we were as busy as we possibly could be, but we were not smart-busy," said Jack W. Brown II, President of Gulf Coast Collection Bureau.

Summary
A single source for hardware, software and service, CR Software helps an agency stay on top of complex technology.

CR Software
www.crsoftwareinc.com
800-222-1722

Global Connect: Fast, Free Setup and No Charge for Unanswered Calls

Global Connect makes it simple and affordable to launch massive collection campaigns. New companies can get up and running in a day and only have to pay for calls that go through.

Benefits and Features

• No setup fees, no monthly or yearly maintenance charges, no hardware or software to purchase, no training or service fees and no recording costs.
• Detailed report structure offers instant access to call delivery information.
• Web-based interface makes it easy to establish an account and begin conducting messaging campaigns.
• IVR link back connects right-party contacts to agents.
• No charge for unanswered, busy, invalid or unconnected calls.

What Users Say

"The IVR scripting is simple. We generate a quick report in our collection software into an Excel format, upload it to Global Connect, record the message and then off we go. We can create a campaign and have it running in 7 to 10 minutes," said Gus Demos, President of DMK Associates.
   
Summary
Global Connect's strategic voice messaging service lowers the barrier to getting up and running with the latest communication technologies.

Global Connect
www.gc1.com
888-421-4151

IAT: Switch Between Integrated Onsite and Offsite Solutions

IAT offers onsite (CT Center) and hosted (CT Impact) communication solutions. Agencies can set up the hosted solution through a web page, where the parameters of the campaign can be controlled, including the message and time zones. Interactive messages can be set up to include options for debtors to transfer-to-agent, pay-by-phone or receive a message and call back at their convenience.

Benefits and Features

• Identification of right-party contacts before a message is given.
• Communication with the company's host software via real-time integration or batch loading of accounts.
• Option to ramp up with the the hosted solution for large campaigns or to weed out bad numbers.
• Connects to payment gateways for third-party processors such as Electronic Payment Providers or Autoscribe.
• Integrates predictive dialing with outbound and inbound messaging to optimize the use of telephone lines.

What Users Say

"When we switched to this, our calls doubled or tripled. The majority have been outbound calls because this thing is always dialing. We are able to make so many calls because it is leaving messages for us. Before we were just making calls with the predictive dialer," said Donne Viau, Dialer Manager at MiraMed Revenue Group. "I have been really impressed. My expectations were guarded as they are with any new system. But they changed when IAT assigned us an individual technician. The response was quicker."

Summary
Communications suite blends IVR and predictive dialing as an onsite or hosted service.

IAT 
www.iat-cti.com
800-574-8801

Ontario Systems: Live Contacts Guranteed, Right-Parties Confirmed

Ontario Systems brings IVR to its Artiva Agency software with features such as Guaranteed Contacts, which provides only live contacts. The system automatically provides a steady flow of contacts from inbound and outbound calls. On an outbound call, the dialer uses pre-recorded messages in combination with text-to-speech to confirm if the right party is the one on the line. A hosted solution called Verified Contacts on Demand supports messaging and right-party contacts off-site.

Benefits and Features

• SIP Integration joins the dialer, the IVR and the agents.
• Links between the layers of the IVR system and Ontario Software collection applications improve workflow.
• Records consumer voice responses into fields for later transcribing into the database.
• Workflow routing between the IVR, the dialer and various components of the debt collection applications.

What Users Say

"We find it works great on the small-balance accounts. It saves us from having to dedicate live agents because it only connects the right parties to our collectors. Instead of spending the whole day on small-balance accounts, agents can focus on more productive things. But in the background, verified contacts is running and presents only the debtors we are looking for. With the small balances, a lot of time the debtor can make a payment on the phone," said Nate Olson, Vice President of Operations at Illinois Collection Services Inc.

Summary
Ontario Systems is one of the oldest players in the collection software business. Its Artiva Agency suite integrates IVR with workflow functionality.

Ontario Systems
www.ontariosystems.com
765-751-7000

Stratasoft: Dialer Works Onsite and Off, Millisecond Voice Detection

Stratasoft offers several stand-alone communication solutions that incorporate IVR. At the low end, StrataVoice is a stand-alone application for outbound IVR. It configures leads and uses filters for different time zones. StrataDial provides better integration with live agents, and StrataDebt is a new collection-oriented product that incorporates IVR. StrataHosted, a hosted IVR solution allows agents to log in over the Internet using a windows remote desktop solution for security.

Benefits and Features

• Voice detection automatically determines if a call is answered by a human or an answering machine to appropriately route the call within two milliseconds.
• An IVR editor enables simple setup for basic campaigns or more complex programming to allow for increased flexibility.
• Records from the IVR to collect proof or record comments.
• VoIP support enables remote agents to connect to inbound and outbound IVR calls via the Internet.

What Users Say

"StrataDial has allowed us to respond to the huge amount of volume that is hitting us from all angles. We can dial hundreds of thousands of accounts per day and keep our costs in line. We have upped the volume an agent can work by 10 times," said Mike Moore, General Partner with Avante.

Summary
StrataSoft offers a range of hosted and on-premise IVR solutions. Companies can try out the hosted solution with little upfront investment and then bring the technology in-house for better integration down the road.

Stratasoft
www.stratasoft.com
800-390-1157

Varolii Corporation: Inbound and Outbound IVR Offer Realistic Voices

The majority of Varolii users are engaged with active borrowers and customers. They turn to Varolii's hosted IVR tools to provide quality user experiences.

Benefits and Features

• The "sea of names," a variety of pre-recorded prompts and over 10,000 customer names, eliminates the need for text-to-speech and encourages a high response rate.
• Integration across contact channels allows collectors to send consumers reminders by phone call, text message and email.
• Analytics and scripting gather information about consumer interactions via the IVR to predict what the consumer will or will not do in the future.
• Voice tone can be modified from friendly to stern to prompt the desired response.

What Users Say

"The recorded voices don't sound mechanical and computerized. Varolii voices sound like you are talking to someone. This is big in our business. When you get a phone call, you decide within five seconds to stay on the line or to hang up. You're most likely to stay on when you hear a calm, personal-sounding voice," said Frank A. Morrisroe, President, Equiant Financial Services.

Summary
Varolii's hosted inbound and outbound IVR system focuses on providing quality voices.

Varolii Corporation
www.varolii.com
800-206-2979