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Keep Electronic Payments Easy - Or Else

If a consumer has the means to pay an account in full, the last thing a collection professional wants to deal with is a barrier in the transaction medium. But how can a professional find a balance between ease-of-use and secure/compliant data collection? As many still struggle with this conundrum, Collection Advisor gathered the thoughts of leading minds in electronic payments to determine how best to secure a payment from a consumer while protecting their relationship with the client/agency.

Michelle Jeffers VP Business Development of Applied Innovation

jeffers michelleOnline payment portals have to be usable on all device types. According to research by Pew Charitable Trusts, 24% of consumers use their smartphone to pay bills, that’s nearly a quarter of your online payments. Payment sites should easily adjust to the screen size of any user. The site should reassure the consumer that their data is secure and private. Many consumers are very savvy about technology and they should be comfortable enough with a site to enter personal and banking information. Make it simple. Make sure it is easy to get to the site, easy to navigate the site and don’t have anything on the page to distract. Let’s face it, paying a bad debt is not a pleasurable experience, so make it painless and quick. Offer various repayment options so they can take care of repayment easily the first time they access the site. Don’t make them hunt for contact information. Be sure it is easy to find a phone number, email, or some type of messaging system. If a consumer has questions and cannot get an easy answer, preferably online, you may lose them.

Robert Pollin CEO of Autoscribe

pollin robertUser experience optimization is paramount to ensuring ease of use and encouraging consumer payments. Electronic payment processors should optimize their payment capture channels to ensure each provides customized, personalized and frictionless payment experience for each agency. With payment processors focused on these microconversion funnels, they will be examining each step of the payment process and common consumer pathways to improve the overall successful payment conversion rate within each payment capture channel. This goes beyond the payment capture channel itself – knowing how consumers are arriving at the payment capture channel allows electronic payment processors to focus and optimize each step of the payment process and cater the experience for each consumer and each agency.

Carl A. Briganti President and Founder of CSS, Inc.

briganti carlThere are two key components for encouraging consumer payment with an electronic payment software: sense of security and respect for time. When a consumer is expected to offer information as important as their credit card or banking information, they must be reassured that the handling of this information is going to be in a safe and secure manner. Integration with payment processors that take steps to ensure the security of this vital information, such as tokenization, is necessary. Ease of use is also central to encouraging consumer payment. When a consumer is able to confidently submit and store payment info for use for future payments with little to no hassle, then it can be predicted that the consumer will readily be willing to repeat payment submission the next time it is required. This may also include offering a user friendly web portal for entering payments, as well as being able to easily be directed to an available agent with a professional and courteous presence over the phone.

Bonnie Finley Chief Sales Officer of EFT Network

finley bonnieThrough integration, a payment software can provide multi-channel opportunities for the consumer to pay. In a world where everything is at a consumer’s fingertips, having the ability to pay at the stroke of a finger is key to transaction volume. One thing that a electronic processing software can provide to merchants is analytics. Analytics will help a merchant make smarter decisions in how they offer payments to consumer, what funding methods are most utilized and preferred by the consumer, the margin on the payment method, and the cost of returned, declined, or chargeback payments. Taking all of these things into consideration will allow the merchant to craft a payment channel that guarantees ease of use for the consumer with maximum return to the merchant.

Jennifer Brummett Vice president of IES

brummett jenniferEase of use of a payment solution/software is a primary factor in encouraging payment by debtors/ consumers. The solution provider should offer all payment channels and payment types. The payer should be able to pay using credit and debit cards, HSA cards, as well as ACH or other payments from their checking accounts. They should be able to make payments with a live agent during business hours, or totally on their own, at their convenience, 24 hours a day, 7 days a week. Payers should be able to make payment through a website, a virtual agent, IVR, or any other available method. They should be able to make both one-time and recurring payments, and should have fl exibility in scheduling those payments. Finally, all payer-initiated solutions should be easy to navigate, and should provide clear, concise, and complete instructions and information to eliminate any confusion or reluctance by the payer.

Matthew Hill President/CEO of InterProse

hill matthewThe key here is thoughtful design and keeping your audience in mind. A payment site designed to serve a broad range of consumers should include features to handle multiple languages, a step-by-step approach to payment options and a concise presentation. Research shows that a convoluted message, too many options on one screen and too many steps/clicks greatly reduce the chances of a positive outcome.

Chad Deatherage CEO of Payment Savvy

deatherage chadNo matter the industry, the merits of a dynamic electronic payment software are irrefutable. Within the collections world, a solid system coupled with key best practices increases customer satisfaction and drives down organizational costs – a solid win-win for both agency and consumer. At a base level, electronic payment software should drive a positive customer experience and encourage the continued use of selfservice. The key to achieving this is to hand the reins to the consumer. By allowing one to pick from a variety of payment dates and offering several repayment options – such as pay the balance in full, a minimum due payment or a completely consumer driven fi gure (within backend parameters you can enforce) – the control is put in the user’s hands. Ensuring your payment partner can set you up with both credit card and ACH merchant accounts only gives the driver more options to choose from and increases the likelihood of a successful transaction being processed. It’s also worthwhile to consider adding a pay-bytext option to your payment arsenal – it’s an affordable and complaint way to reach consumers on the go. Within the payment portal itself, a sleek and simple aesthetic reduces confusion and increases the odds a consumer will continue the payment course to completion. Ensure the login process is secure yet straightforward. If it’s cumbersome to even access their account, the probability of the site being used again falls fast to zero. Having a saved payment method within their profile, making the process to edit a previously scheduled payment effortless, and allowing for several future payments to be scheduled within the same session are all ways to guarantee a positive consumer interaction. Today the cell phone is king and more readily available to individuals across demographics than computers. It is imperative your organization’s site be mobile friendly. Take the time to test it on various mobile browsers and across all pages to guarantee a static user experience. In an industry heavily reliant upon avoiding negative consumer retaliations to remain viable, implementing any of the above measures to your electronic payment software not only encourages payment but increases consumer satisfaction. These options are not out of reach for an agency of any size to achieve and is a wise investment in your organizational success.

Manpreet Singh President & Co-Founder of Payscout

singh manpreetElectronic payment software should be accessible on a platform that is convenient for the consumer. Providing payment options on mobile devices through a text or email link (once permission is granted) is a good example of convenience and accessibility. If the customer interface is clear, intuitive and guides consumers through the necessary validations and authorizations seamlessly, they are much more likely to complete the process and finalize the payment.

Dawn Updike Marketing and Customer Success Manager of PDCflow

updike dawnOne of the best ways a payment software can ensure completed payments is to make the process as quick and painless as possible. A good software will be easy to implement, cause the least amount of friction and be intuitive for the user. It should provide options for testing the consumer experience such as web payments, customer recurring schedule setup and payment authorization requests. Agents should choose a product with the ability to modify and customize these functions in order to personalize the experience for their customer base. The software should be simple to manage no matter what associated tasks (document review, signature and ACH/credit card selection) need to be added to the payment.

Mike McDonnell VP for Sales and Marketing of RevSpring

mcdonnell michaelIt is critical for electronic payment solutions to offer consumers an intuitive user interface with maximum flexibility including: offer a quick pay option to accept a payment without creating an online account; provide the ability to set up one time payments, create a new payment arrangement or make a payment on an existing payment arrangement; offer the ability to schedule payments to better coincide with the consumer’s payroll cycle or availability of funds; allow online negotiation within client defined guidelines including settlements and payment arrangements; enable different payment types where legally possible including credit, debit and ACH.

Edz Sturans CEO and President of BillingTree

sturans edzEnsuring ease of use and encouraging payment is all about creating a path of least resistance for the consumer and having access to accurate data. To maximize settlements, we must start with the consumer. He or she must be able to move freely between ‘channels’ and payment methods and feel confi dent that the funds being requested are truly an accurate, verified debt that is owed by the consumer. Just because a consumer receives a notifi cation letter of an outstanding bill doesn’t always mean they plan to call or reply via mail. It may be more convenient to pay online, or contact the agency’s interactive voice response (IVR) system by phone to settle the outstanding account, or even negotiate a payment plan. A/R departments may deal with different consumer demographics that are more comfortable for different payment channels. An older client base may prefer paper-based processes needing staff to dedicate time to managing those transactions. On the flip side, a student loan agency will more likely interact with a younger generation who are more accustomed to settling payments online or via mobile. Having a variety of payment options becomes the best way to meet varying consumer demand.

There are four payment technologies that I see making things easier for consumers:

Interactive voice response and mobile solutions: IVR and mobile based technologies allow the consumer to receive accurate information and easily pay without agent intervention 24 hours a day. IVR and Mobile solutions are great ways to improve the consumer experience. Providing consumers with a simple automated method to pay a bill, when and how they want to, significantly reduces the time and work required to make a payment.

Recurring payment plans: Sometimes, for one reason or another, a one-off payment is not an option—healthcare insurance or property management bills being examples. A recurring payment becomes the next best option for settling a bill, but is often difficult for the practice to sort out.

For each month or billing cycle, a new notification statement is sent electronically to the consumers, often via email. The statement automatically triggers a payment, which is instantly taken out of the client’s account, usually via credit card or ACH.

Virtual negotiation: If a consumer can’t settle their bill in full or agree on a repayment structure, then it’s time for negotiation. New technology is enabling consumers to do this privately online without the stressful interaction with an agent. This process enables the consumer and the A/R department to agree to a reduced balance and/or payment plan that works for both parties.

Small Office Collections: Avoiding Software Selection Mistakes

The majority of the accounts receivable entities in the country have fewer than 100 seats. However, each organization can have just as many unique technology requirements as those with over 1,000. The trick is selecting a collection software solution that will satisfy these needs and needs that will develop over time. Many accounts receivable professionals make mistakes when confronted by this daunting task. Collection Advisor gathered the advice of technology thought leaders to reveal how you can avoid such pitfalls.

What is a mistake you see accounts receivable professionals make in regard to small office collection software and how can it be avoided?

Thomas Mohr CEO of Beam Software

mohr thomasMy dad used to say, “It’s not that you get what you pay for, but you never get what you don’t pay for!” Small businesses should clearly ask providers for a detailed list of the tools and support services that come standard with their collection platform. A common mistake is believing the system comes with certain features or it includes things like after-hours or unlimited support. Small businesses should ask the software provider to clearly articulate cost versus value.

Tony LaMagna Partner at The Computer Manager

lamagna tonyThere are many factors to consider when evaluating new collection software for a small offi ce. One aspect often overlooked is evaluating more than just the software. The company behind and team supporting the software should also be evaluated. By diligently researching support fees, programming services and interface capabilities along with features and capabilities of the software the small business can avoid hidden and additional costs. It also allows for the small offi ce to see a full picture of how the business relationship will support their success and growth.

Fritz Schulze President and CEO of Comtech Systems Inc.

shulzeA mistake we often see is for new agencies to start with a software that cannot grow with them as their requirements become more complex. We suggest that new and small users consider three areas when selecting software: feature set, fl exibility and scalability. A good feature set includes credit bureau reporting, remote access, client access, multiple reporting options, new business importing, automations and scheduling. Flexibility means that you can confi gure the system to suit your workfl ow, and not the other way around. It does not take long for new users to want to customize their system, and no two sets of requirements are ever the same. By either using HELP documentation, or with Technical Support Department, users can re-allocate fi elds, change fi eld names, build custom reports, set up complex fi nancials, add a database, create very complex, embedded event plans, report to bureaus and much more. Finally, by using a scalable application, agencies that start with fi ve users can grow to hundreds of users and millions of accounts, all without a dreaded data migration.

Jeff Dantzler President of Comtronic Systems

dantzler jeffSmall must not be synonymous with less. Regardless of agency size you need the best security and constant eyes on performing software updates and patches. In today’s world you must be in the cloud because you can’t afford the IT department that will ensure your survival otherwise.

 

Carl Briganti President/CEO of CSS, Inc.

briganti carlProbably the most common mistake accounts receivable professionals make with respect to their small offi ce collection software is not investing the time to familiarize themselves with the entire toolset of features and functions that the application offers to them and leverage these to deploy more sound, effective and automated business processes. Repurposing just one employee that performs a manual task to the production fl oor by automating that process will have a signifi cant incidence on the bottom line. However, more often than not, small offi ces fail to allocate a resource or resources to dedicate to a consistent and continued “process improvement” of their collection software or overlook the fact that they are underutilizing the application and systems remain provisioned with virtually the basic requirements defi ned during the migration procedures. Furthermore, most small offi ces either do not plan for a “phase two” implementation to take the system to a higher level of effi cacy or, if they do, they never get to it as they get immersed in the daily routines and this opportunity is ultimately missed. Leveraging the option to continuously fi ne-tune the collection software can have a signifi cant return on investment for any small offi ce and this fact should not be overlooked.

Lex Patterson President of DAKCS Software

patterson lex2A mistake would be not choosing a platform that grows with you. If your system doesn’t provide growth and scalability, the inability to compete and win business, or causes expensive migration costs, you may be opening up your business for unforeseen obstacles in the long run. Market experience, a customer centric culture, and a deep suite of technology solutions are all necessary benefi ts when looking for technology partners. The low costs in the beginning are not always better when you consider the lifetime ROI.

Matthew Hill President/CEO of The InterProse Corporation

hill matthewIn my opinion, mistake number one is undervaluing the advantages of automation and third-party integrations. So often, the fi rst instinct of a small company is to focus on the hard costs of a software platform and put insuffi cient weight on variable costs like employee time and consulting services. By identifying collection software with a heavy focus on process automation, inherited security and infrastructure compliance, and mature third-party technology integrations, a small company can appear quite large through increasing effi ciency by eliminating wasted time and unnecessary consultants for a modest monthly commitment. I believe in letting machines do the hard or mundane tasks - for the purpose of this topic, I will relate it to digging a hole. Would you rather hire fi ve employees with shovels to take two days to dig a big hole, or rent a backhoe that accomplish that task in a fraction of the time and free you up to move on to the next job? With today’s technology, every minute of every hour a small business’s employees are committed to non-revenue generating tasks that a machine can do faster and more accurately is money wasted. JAMES DUNLAP CEO of Lariat I’ve seen many accounts receivable professionals choose low-cost, antiquated software that isn’t adaptable or scalable and which doesn’t prioritize customer service. Perhaps it is what they know already, but it often isn’t the best option for the success of their business.

Ranjan Dharmaraja CEO of Quantrax Corporation

dharmaraja ranjanMost successful companies have had collection systems for over two decades. This is a new generation of people, management style and technology. Look at change, but do not change to do what you now do with newer technology. Look at change to increase effi ciency and offer your clients and consumers better service through mobile and self-service options that will probably dominate the industry very quickly. DAN HORNUNG President of Roydan Smaller collection operations often don’t have the resources available to manage their internal IT needs. A great way to avoid this is to fi nd the right partners that can help take these aspects of your business off your plate, so you can concentrate on building your business and developing ongoing relationships with your clients. Take the time to interview vendors and fi nd someone who’s a good fi t from both a personal and business perspective.

Chris Campbell CEO of Simplicity Collection Software

campbell chrisMore often than not, small collection offi ces tend to focus on the now, forgetting about future growth and business opportunities. Decisions regarding software, technology, fl exibility and future growth, oftentimes fall by the wayside and the pressing question becomes, “I need a collection software now, what can I get?” Fast-forward two or three years when business has grown, and the business is expanding their client base, or revising business processes to accommodate the growth. Typically the software selected without regard for future expansion will not be adequate. The solution is simply to spend a little bit of extra time up front to select a software that will grow and adapt with the fi nancial and logistical changes of your business; one that will not hold your collection data hostage when and/ or if you want to make a software change. Be sure to select a collection software that is fl exible, customizable and adaptable to your current and future needs.

Finding a Winning Formula for Predictive Dialing

Steps taken in a collection campaign with a predictive dialer must be cautious ones. The authority of the CFPB and dated nature of the TCPA have made the use of a predictive dialer a gamble in the eyes of many collection professionals. However, given the efficiency of a dialer, many collection professionals cannot help but simply proceed with caution. This has led to many philosophies when it comes to using a dialer. Each collection agency seems to have their own unique sauce when it comes to establishing sound compliance strategy.

patterson lex2“In today’s environment a true dialing philosophy begins with risk assessment,” said Lex Patterson, president of DAKCS Software Systems. “Each scenario can then be mapped according to the desired outcome. Begin with an internal assessment and ask yourself these types of questions:

• Do we have “prior expressed consent” to dial cell phones?

• Is there a way to gain expressed consent on cell phones through our clients’ initial contact with the consumer?

• Are we verifying the consent and best form of communication on every call?

• Are we scrubbing for cell phones and isolating them in the system?

• What is our process to handle wrong or reassigned numbers?

• If choosing to leave messages on voicemail, what is the appropriate message to leave?

• Should we be leaving messages on answering machines?

“Although it will take time to re-evaluate your operations and call handling, it will help in maintaining compliance as well as providing key performance indicators you will want for measurement, analytics and tracking results. Once you have your process map complete, building a workflow that optimizes contact results while minimizing the risk of non-compliance can be more easily achieved and successfully evaluated.”

Asking the correct questions can certainly put an agency on the correct path. However, compliance is a moving target. Once a winning formula has been implemented for predictive dialer efforts, a new rule on increased concern may surface. Working with the leadership and compliance teams is key at this point.

bird terrel“Communicate,” said Terrel Bird, CEO of TCN. “Without giving advice on what you should do, I think it is important to communicate with debtors, agents, management teams, and attorneys alike. This will allow an open dialogue with all parties if a dispute were to come up. It also will alleviate the pressure agents put on debtors.”

Developing a philosophy for the compliant use of a predictive dialer is a difficult task every collection agency must undergo. It is a reminder that successful debt collection without compliance is an impossibility.

What Your Collections Need to Go Virtual

Virtual Collections Software Roundtable

Some would say virtual collections is the last frontier in debt collection, the omission of the debt collector completely. While it is highly unlikely collection floors will empty in our lifetime, the prospect of automating a time consuming portion of debt collection is tempting for the budget-minded. Collection Advisor rounded up the thoughts of thought leaders on the subject to analyze key analytics and what they could mean for virtual collection software implementation.

Carl A. Briganti President and founder of CSS, Inc.

briganti carlWhat key analytics allow collection professionals to modify and improve collection efforts?
There are a variety of key analytics that collection professionals are recommended to utilize and evaluate to modify and improve collection efforts including: account type, age, number of agency placements, file penetration, and others. This is why agencies are strongly urged to employ powerful reporting tools and real-time dashboards to provide this crucial information at both point-in-time and on a regularly scheduled basis.

What advice would help an agency best integrate virtual collection software into its collection efforts?
Virtual collection software is designed primarily for accounts with higher liquidation rates or are in the beginning stages of delinquency. Old, recalcitrant accounts will not benefit from this approach. The deployment of a virtual collection application will help an agency engender payments with a “soft” recovery approach. It would benefit the agency by saving from paying commissions, internal or external, when a debtor would pay regardless of the approach.

 

Matthew Hill President / CEO of InterProse

hill matthewWhat key analytics allow collection professionals to modify and improve collection efforts?
One of the most important data points that facilitate “tuning” of a virtual collection platform over time are the bail-out points. This is a tool that tracks the point where the consumers break the engagement; if before payment resolution, then when and where? For example, this knowledge can help us find off-putting or confusing language. By identifying flaws that can be reworked or moved to a more suitable place in the session.

What advice would help an agency best integrate virtual collection software into its collection efforts?
Use every possible communication channel available to drive the consumer to the site. Statistics show that nine out of 10 consumers prefer online to live collectors. If a site has the advanced capability to handle multiple debt types and complex offers, then you truly can divert as much as 15%-20% of all payments to a virtual agent with the bonus an additional lift in the dollar amount of payments.

 

Albert Rookard President and CEO of Applied Innovation

rookard albertWhat key analytics allow collection professionals to modify and improve collection efforts?
There are many responses to this question which are valid. Let’s start with the math. The investment in a collector for a month is $3,000. In an eight-hour work day they obtain 25 promises to make payment. Over a 21-day work month that’s 525 arrangements. The cost is $5.71 for each arrangement made. ($3,000 / 21 x 25) = $5.71

Okay? So far so good. Now, what if a virtual collection system can do the same work for something like 50 cents. That’s 8% - 9% of the current cost to obtain the same thing…a promise to make a payment on an account.

Additionally, a virtual collection system can use many of the tools available to a live agent when determining what is or is not an appropriate repayment plan, such as age of account, client, scoring analytics, balance, date of last payment… just to name a few. The decision tree can be every bit as complex as the creditor or agency would like it to be, even to the point of understanding prior “discussions” between the virtual system and the consumer.

What advice would help an agency best integrate virtual collection software into its collection efforts?
Do it. The risk is nearly zero. For every payment captured by way of a virtualized collector, resources are freed for other endeavors. Live agents can then spend their time on broken arrangement follow up or skiptracing. A virtual collection system, used fully, creates efficiencies in many areas.

Give it the attention it deserves. How many hours or days are spent hiring and training a new collector? Yet, a virtual collector may be addressed once and left to run on its own, utilizing the same strategies created with its original “hire.” Check into your virtual collector with some frequency. How is he/she doing? Effectiveness of the collection approaches. Review the language used to best develop confidence in the consumer and prompt a high frequency of payments.

Encourage consumers to “discuss” their accounts with the virtual collector. It’s in a safe environment that allows them to look and review repayment options at a time convenient for them. A link from a website or provided on a notice encourages exploration of the virtual option.

In the end, and if you so choose to implement a virtual collection system, use it as you see fit. Maybe conservative in the beginning with tweaks along the way to find where it best fits into your overall strategy.

Top 5 Predictive Dialer Solutions 2014

Overview

Better Via Bullets – Predictive Dialer Edition

Collection Advisor spoke with Jeryl Smith, director of operations at IAT to get his thoughts surrounding the progression of predictive dialers and how he thinks they should continue to develop. Here is a no-frills, meat and potatoes breakdown of his thoughts on helping the collection industry using a bullet point format.

What do you think have been some of the most helpful innovations in predictive dialers in the past decade?
smith jeryl• The ability of dialer products to integrate inbound and outbound call management.
Interface to call recording systems for call evaluation and scoring.
Cloud-based predictive dialing use and cloud-based availability for extra resource usage during abnormally high demands.

What do you think are the biggest obstacles for predictive dialer users today?
Legislation is always a major obstacle; e.g. restriction on calling cell phones with automated dialers without express written consent, conflict between the FTCP and the FDCPA on leaving messages on answering machines.
Threat of litigation over consumer complaints and the conflict of recording agent calls between protection and condemnation.

What advancements in predictive dialer technology would you like to see in the future?
Better ways to identify the called party to improve “right party contacts.”
Improved “best time to call” logic and software available to dialer companies for increased contacts.
Integrated voice mails with agent call management, i.e. allow agents to listen to voice mail messages and do call backs off of messages left.

 

Reviews

Add Accounts Mid Campaign
Castel Connect

- Users can define a schedule and let the system manage agents from campaign to campaign.
- Accounts can be added to projects in real-time without ever stopping a campaign.
- Users can define new inbound queues and assign agents to ensure service level.
- Users can manage call pacing, state and federal regulation compliance as well as add queues to sets and change routing rules real- time.
- Uses ISDN directly, allowing the user to hear the called party’s first “hello.”
- Responds immediately to network ‘disconnect’ requests, tears down the completed calls quickly.
- Recognizes and differentiates very granular special information tones, capturing numbers no longer in service or disconnected.

What Users Say

“Eastern Account System’s several hundred agents depend upon the Castel Connects’ solution to deliver unmatched customization and support for our breadth of clients and their businesses”, said, Steve Zank, vice president of Eastern Account System. “As a strategic business partner, we rely upon Castel to continue to pioneer and implement technologies that succeed in the call center industry.”

Castel Connects | Castel Communications
castel.com | 800-657-8215




Set Up Pre-Determined Call Scrubs
GC1 Peak Dialer

- Users can route calls to the correct agent based upon predefined account criteria and agent profiles. Each user has the ability to set up account and agent profiles, allowing for flexible set-up and changes in real-time.
- Users can set pre-defined 24, 48, and 72-hour call scrubs based on connected calls, total number of attempts, call time curfews by state, and area code/zip code scrubs. Users can run in different dialer modes across multiple dialer campaigns without the risk of double dialing a phone number within a specific account.
- The automated IVR solution allows contacts to interact with the system without the involvement of valuable agent time.
- Users can blend inbound and outbound calls into call centers, allowing agents to manage more than one call at any given time.

What Users Say

“As effective as the GC1 Peak Dialer is, Global Connect is constantly working to update and enhance it,” Jamie Sullivan, general manager at United Recovery Solutions. “Not only do they take my suggestions and quickly respond by programming custom features at no cost to my company, but they also solicit my advice on how to improve the system to meet our needs. I feel like we’re truly working together on the same team.”

GC1 Peak Dialer |Global Connect
gc1.com | 888-421-4151




Tracks for Optimal Dialing Rate
IAT SmartDial

- Tracks various factors to calculate the optimal outbound dialing rate and required resources. Call pacing automatically slows down or speeds up to accommodate changing circumstances in hit-rates, inbound call volume and individual agent work habits.
- Utilizes a pooled resource environment. Phone or session initiation protocol lines are distributed among prioritized tasks such as inbound, outbound agent-attended, and IVR messaging so no dialing resource goes unused.
- Features a variety of compliance tools including time of day control, PCI compliance, and call recording.
- Available as cloud services, site-premised systems or hybrid solutions. Each solution offers comprehensive IVR functionality used for payment reminders or other messages and predictive dialing to feed agents a steady stream of live contacts.

What Users Say

“After having customer service and quality issues with our previous vendor, we reached out to a number of our friends and they suggested IAT’s dialer solution,” said Brian Watkins, president at Southern Oregon Credit Service. “Our staff was able to learn and use the features easily, working lists and campaigns is simple and effective, and the supervisory features have been very helpful. They are an important partner for us and we are grateful for their customer-first approach.”

IAT SmartDial | IAT SmartDial
iatsmartdial.com | 800-574-8801



Roll-Up View of Campaigns
Interaction Dialer

- CCS Switchover enables the system to switch to a duplicate redundant campaign server.
- The new Interaction Supervisor Views adds views for agent management, penetration rate, phone type stats, stage overview, wrap-up overview, and time zone overview.
- The Campaign Command Center provides a roll-up view of campaigns, including their progress and status, along with the ability to adjust priority, start, stop, and pause.
- Multiple campaigns can now share the same contact list.
- Users can now filter by column values, add custom columns, access custom columns in call policies, and assign skills at the phone number level.
- Users can now place an expiration on the DNC record, and can tie phone to a record thereby excluding all phone numbers on the record.

What Users Say

“If we’re not dialing, we’re not making money, so we couldn’t tolerate a week-long deployment,” said Robert Ezsak, director of IT at Apex Financial. “We were able to turn off the old system on a Friday, and turn on the new one on Sunday. Once Interaction Dialer connects to a person, we can route the call to the right agent on our end. This means that calls are handled more efficiently, which increases our chance of collecting revenue.”

Interaction Dialer | Interactive Intelligence
inin.com | 800-267-1364



Manager, Agent and Call Flow Dashboards
Platform 3

- As users begin making contact through the Agent Gateway, customer information appears onscreen and notes can be recorded.
- Features cell phone identification and manual dial-only for TCPA compliance.
- Calls can be routed based on the skills level of the collector.
- Features real-time manager, agent, and call flow dashboards.
- The blended inbound/outbound calling can eliminate the need to designate specific inbound or outbound agents.
- TCN is a hosted contact center suite of cloud-based solutions and services.
- Collectors can be coached with scripted responses, manager barge-in, manager-to-agent messaging and manager dashboards.

What User Say

“Performance and dependability are so important in this industry,” said Tom Backal, operations manager at Lazarus Financial Group. “While there are many dialer options out there, TCN gives us the latest technology and the best service and consultative support that we have ever experienced. Your dialer should be a solution and not a headache. TCN has been a solution that has helped our business grow.”

Platform 3 | TCN, Inc.
tcnp3.com | 866-305-8262