Managing your receivables via your contact center is now more productive and profitable thanks to SoundBite Communications’ (News - Alert) new on-demand and scalable Intelligent Communications Platform for Collections. The new solution has been built on SoundBite’s family of products.


The Intelligent Communications Platform for Collections offers SoundBite’s Hold Queue and FastConnect features that reduce hold times and generate increased direct connect successes, generating more right party conversations.  By eliminating ring and hold times associated with dialing agents, they also reduce abandon rates.

The platform also allows organizations to place their best agents on the best accounts regardless of location, including home offices, with SoundBite’s Agent Skill Group routing. That will lead to higher agent utilization and productivity. More contact centers are having calls handled via agents’ homes to improve quality, productivity, tap into larger labor pools, and to lower costs.

There can be increased recovery from accounts when customers have relationships with agents who are then able to work out satisfactory payment arrangements.

Managing campaigns is easier with the Intelligent Communications Platform’s Contact Center Control Panel. It provides more detailed reports with key performance indicators such as average hold time. Managers can register and schedule agents and also view the status of individual agents, including real-time information on the current contact if the agent is busy.

Intelligent Communications Platform for Collections also has other key features including predictive and performance analytics, risk mitigation tools such as real-time number suppression, state and PCI compliance, and fully-automated payments and realtime reporting with SoundBite’s Payment IVR. It also has free-to-end-user text messaging to more than 80 percent of the U.S. wireless population.

“Today’s credit environment is challenging collections agencies to be more innovative and strategic to grow the bottom line,” says Matt Edmunds, general manager for Collections at SoundBite. “By packaging our domain expertise with this impressive array of collections-specialized features, we are delivering a truly robust solution that enables these organizations to succeed.”

 

The SoundBite platform has won praise from a prominent analyst, mainly because it is a hosted solution as opposed to being an on-premises product.

 

“SoundBite’s Intelligent Communications Platform for Collections changes the game in a radical way,'' said Frost & Sullivan (News - Alert) Strategic Analyst, Michael DeSalles. “While, in the past, on-premise solutions have enjoyed the lion's share of the market, this new SoundBite functionality is one of the key reasons that we believe that hosted solutions show greater promise for expansion and market acceptance; perhaps even taking significant share away from on-premise solutions in 2008 and beyond.”