Contact Center Solutions Featured Article

Collection Advisor Magazine Names Interactive Intelligence among its 2014 Top Collection and Dialer Solutions

September 23, 2014

For those in the collections business, one of the top concerns is assuring that agents have the ability to efficiently and effectively be able to reach those who they a seeking payment from. To this end, have the right tools available to agents is critical. This is particularly true when it comes to having the best software available to streamline business processes and have an enhanced view of activities along with a high-quality predictive dialer for facilitating customer engagement.


For those seeking such next generation collections capability, it is of note that Collection Advisor magazine has named Interactive Intelligence Group’ s software among its 2014 top collection and dialer solutions.

The Interactive Intelligence Interaction Collector software was named a Top 4 High-End Collection Solution. The company’s Interaction Dialer® software was named a Top 5 Predictive Dialer Solution.

Interaction Collector(formerly Latitude Center by Latitude Software), first released in 1997, is a scalable and configurable collection software application offering a browser-based collector workstation. It manages the debt lifecycle from early-stage delinquency through post charge-off and sales.

This is a comprehensive solution whose features include:

  • A  configurable contextual agent desktop
  • Advanced business process workflow automation
  • Extensive query and data mining capabilities
  • Import/export and reporting tools
  • Integration to loan servicing platforms and external data and process providers.

In a “What Users Say” section from the Collection Advisor magazine article that announced the top solutions, Interaction Collector customer, The Bureaus, had this to say: “In such a competitive industry, our Interactive Intelligence collection solution has been instrumental these past ten years,” said Marian Sangalang, vice president for The Bureaus. “Its ability to securely communicate and pass critical data between our service providers is paramount and can’t be understated.”

Interaction Dialer®, first released in 1999, is a predictive dialer application that offers functionality for outbound and blended dialing.

Features include:

  • Skills-based dialing
  • A patented staging algorithm that predicts when an agent will be available based on script position
  • A call analysis feature with patented audio fingerprinting and custom ring tone detection.

The article also cited Apex Financial who had this to say about Interaction Dialer®, “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 [Interaction Dialer®] 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.”

Interactive Intelligence offers flexible configuration options for its collection and dialer software, including a pre-built integration between Interaction Dialer® and Interaction Collector that enables screen-pop, single-entry disposition with notes, real-time cross-campaign account updates, multi-day scheduled callbacks, and account status alerts.

“Separately, Interaction Dialer® and Interaction Collectoroffer a host of benefits ranging from improved debt recovery rates to increased operational efficiencies,” said Tim Passios, vice president of solutions marketing for Interactive Intelligence. “Together, these products become even more compelling by increasing compliance and agent productivity.”

As with Interactive Intelligence’s portfolio of customer interaction solutions, the Interaction Dialer® and Interaction Collectorcan be deployed in the cloud or on-premises, and can be used with the entire suite of Interactive Intelligence contact center, unified communications, and business process automation solutions.

For those interested in reading the full articles, the links are: Collection Advisor Top 4 High-End Collection Solutions, and Collection Advisor Top 5 Predictive Dialer Solutions.

As noted at the top, having the right tools that can simplify business processes and increase the ability to connect are keys to collections success, and as the customers emphasized the Interactive Intelligence solutions enable them to do both.




Edited by Maurice Nagle



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