SoundBite Intros New Platform to Aid Virtual Contact Centers
July 23, 2008
SoundBite Communications, Inc. today launched its “Intelligent Communications Platform for Collections.”
Officials say the on-demand solution incorporates field-proven technology to help organizations maximize profits, accelerate the recovery of debt and mitigate risk. In addition, the company says it introduced a new set of platform features meant to enhance agent productivity and enabling virtual contact center operations for collections.
The enhanced Intelligent Communications Platform for Collections incorporates features in demand from collections agencies and collections departments of Fortune 1000 companies, SoundBite says. Using SoundBite’s Agent Skill Group capabilities, organizations can more easily leverage dispersed agents across their entire enterprise and place their best agents on their best accounts, according to the company. Ultimately, this can result in higher agent utilization and productivity, company officials say.
The SoundBite Hold Queue and FastConnect features can improve agent utilization through increased direct connect success rates and reduced hold times, resulting in increased agent productivity, more right-party
conversations, and a positive customer experience, officials say. These features eliminate ring time and hold times associated with dialing an agent, which in turn reduces abandon rates of these important calls, according to the company.
SoundBite’s Contact Center Control Panel offers managers with greater transparency into on-going campaigns including more detailed reports with key performance indicators such as average hold time, company officials say. 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, according to the company.
The SoundBite Intelligent Communications Platform for Collections is facilitates real-time visibility and control of campaigns across the enterprise through SoundBite’s Enterprise Manager, continual optimization of campaign results using predictive and performance analytics, robust risk mitigation tools including real-time number suppression, state compliance and PCI compliance, fully-automated payment transactions and real-time reporting through SoundBite’s Payment IVR in addition to customized campaign strategies based on escalations strategies, channel optimization, contact ordering, multiple contact attempts and reusable templates.
“Today’s credit environment is challenging collections agencies to be more innovative and strategic to grow the bottom line,” said 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.”
Niladri Sekhar Nath is a contributing editor for ContactCenterSolutions. To read more of Niladri’s articles, please visit his columnist page.
