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Interactive Intelligence Deployment Increases Collection Company's Recovery Rates and Customer Service

March 24, 2011

Collection company, Smith Haynes & Watson, has effectively increased recovery rates and improved customer service as a result of deploying IP communications and Latitude debt collection software suite from Interactive Intelligence.

“Our Interactive Intelligence solution has enabled us to increase our daily outbound calls, while ensuring they’re made and routed based on the availability of agents with defined skills,” said Smith Haynes & Watson’s sales manager, Travis Kelso, in a statement. “This has helped us reduce abandon rates and improve customer service.”

Smith Haynes & Watson is now using the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center (CIC). This platform includes contact center automation, recording and blended dialing applications.

The Latitude Center is also included in this deployment and operates as a comprehensive debt collection solution. This platform is designed to manage all pre- and post-charge-off accounts, as well as the entire collection workflow process.

The Latitude Center was implemented as a way to replace the company’s eCollect system. As part of this platform, Smith Haynes & Watson also leveraged an online portal add-on application that will allow its customers to view account status and activity. This portal also provides an application to create collection strategy flowcharts.

“Before switching to the Interactive Intelligence Latitude Center, we experienced reporting inaccuracies and at times significant delays associated with building reports,” Kelso said. “Now we can create any type of report in seconds via an account analysis tool, which enables us to provide tailored reporting in real-time to our clients. In addition, clients can view our progress and success rate 24/7 via our online portal.

“The Interactive Intelligence Latitude Center has also helped us streamline operations by enabling us to easily define and map debt collection strategies, automate communications, and generally better manage projects. This has added to our ability to more efficiently collect on outstanding debts,” Kelso said.

Business users and contact center agents are being supported with this new Interactive Intelligence solution. The solution was deployed at the company’s two offices in Las Vegas and at the company’s headquarters in Kansas City, Kan.

“At Smith Haynes & Watson we are committed to using the most innovative technology to best serve our clients,” Kelso said. “The Interactive Intelligence
CIC and Latitude Center solutions offer a unique combination of best-of-breed contact center, dialer, recorder, and debt collection applications in a single suite. This has helped us more quickly build our business, while improving customer service and increasing efficiencies.”

In other Interactive Intelligence news, ContactCenterSolutions
recently reported that the company has certified the SIP trunking test results of IntelePeer, a provider of communications via cloud-based infrastructure. The company’s SIP trunking services can be used with Interactive Intelligence’s CIC platform.

Also reported earlier this month was Interactive Intelligence’s acquisition of Agori Communications, a German-based reseller of ININ’s multichannel contact center solutions. The acquisition was considered effective in late February when Interactive Intelligence purchased 100 percent of Agori’s privately held stock in cash transaction.

Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Janice McDuffee