- English US
Financial Institutions
Healthcare
Telecom & Media
Insurance Services
Decades of Doing It Right
50+ years
1973
1981
2016
2018
Today
Trusted by Industry Leaders
Right Customers, Real Results
Delivering the broadest volume of complex capabilities to highly compliant enterprises across the globe.
Premier National Banking Organization
Problem
Provide call recording on inbound and outbound calls for QA and dispute resolution.
Solution
An integrated digital recording system to record 100% of inbound calls.
Results
Management features allow the Bank to exclude line-side recording in states with dual consent laws on outbound calls, while retaining the agent-side for training purposes. Recordings are sorted by category for quick retrieval and playback and can be played for attorneys in resolving consumer disputes.
Financial Services & Mortgage Lending
Problem
Increase the flexibility to create new scripts and provide access to customer information.
Solution
An easy-to-use graphical application builder for managing campaigns.
Results
The bank can customize campaigns and scripts for different needs. User-friendly tools have reduced time to build campaigns from over 1 hour to only 10 minutes.
Government Collections Unit
Problem
Increase list penetration without hiring more staff and generate improved results from outbound campaigns.
Solution
Predictive Analytics solution, featuring contact targeting and campaign management tools.
Results
85% increase in outbound calls and 61% lift in RPCs.
Leading Telecommunications Provider
Problem
Improve staff productivity in the blended call center and increase right party contacts (RPCs).
Solution
Deployed a best time to contact solution along with advanced campaign management to enhance its call targeting and optimized outbound schedule.
Results
RPCs were boosted by 15% to 30% and agent efficiency improved by more than 8%.
Multi-Site Healthcare Patient Services Agency
Problem
Build relationships between healthcare patients and collectors to improve payments.
Solution
A blended solution with Account Ownership features.
Results
Collectors can manage their accounts to build customer relationships and to improve customer satisfaction. The collectors enjoy using the system; it lets them do what they do best - finding solutions for patients and clients.
Right Direction
