Jan./Feb. 2010

Top 4 Voice Broadcasting Solutions 2010

Comtronic Systems: Missed Promise Dates Automatically Appear in Queues

Comtronic Systems CallThru program enhances productivity by routing inbound calls based on account assignment, language preferences, skill requirements and other factors. Calls are queued and verified so that agents receive the right calls. Missed promise dates automatically appear in agent queues to ensure timely follow-up. Inbound calls can receive priority or be blended with outbound traffic to maximize productivity.
Furthermore, inbound messaging connections result in an instant Debtmaster account screen pop to save agents the time of looking up accounts. This feature eliminates the need for a third party program to create pop-ups with the debtor's account information.
 
Benefits and Features

• No exporting of data to external or hosted solutions. Campaigns can be created, run and monitored with a few clicks.
• Native text-to-speech engine generates interactive messages as needed and on the fly, eliminating the problem of running stale lists or campaigns.
• Call dispositions and results are automatically logged back into the system throughout the day.
• Hosted voice broadcasting means no per-connection or by-the-minute fees charged by third party and outsourced IVR solutions.

What Users Say

"Because there are no third party, per-connection charges, we can run campaigns with even the most questionable accounts without having to worry very much about account collectability versus connection costs," says James Patrick, vice president, Shaffer & Associates. "We run it from open to close each day."

Summary
CallThru interactive right-party messaging is part of a host of integrated features uniquely delivered as a single telephony and collection software platform. This unified solution integrates messaging, recording, power dialing, PBX and reporting functionality without the overhead cost of multi-vendor systems and support.

Comtronic Systems
www.debtmaster.com
800-414-2814

Global Connect: Web-Based Solution Calculates Call Costs As They Happen

Global Connect was one of the first companies to introduce VoIP technology to the hosted dialer arena and specifically to the collection industry. Its Global Connect Hosted Dialing Platform is a Web-based communication system that enables users to send messages to thousands of telephone numbers within minutes. The IVR link back connects right-party contacts to collectors, who are able to spend less time on outbound calls. With real-time customized reports, users can analyze the results of the messaging campaign while it is in progress.

Benefits and Features

• Agent Dashboard features real-time agent reporting with screen pops and hot connect. It includes an enhanced Agent Portal that marks accounts, inputs dollar amounts of payments or promises to pay, and provides real-time key performance indicators by agent and campaign.
• Call Attempt Counter allows users to set attempt counters. If a phone number uploaded into the system has been dialed more than the set number of attempts, the number is put into an exclusion file.
• Users can add numbers to a real-time do-not-call list that cancels out the numbers for any future attempts that day.
• Multiple caller IDs can be used on recall attempts to avoid the same caller ID showing up repeatedly.

What Users Say

"The capacity for available lines in our outbound hosted dialer campaigns is impressive. At any given time, we may need up to 5,000 dialing lines available, and Global Connect offers this capacity on demand. This scalability provides us with the flexibility we need to amplify our collection and customer service efforts." — Accounts Receivable Management Firm North East Region

Summary
The Global Connect Hosted Dialing Platform gives collectors calling speed and capacity without capital outlay. The system is Web-based, so there are no setup fees. Clients can conduct their voice messaging campaigns at any time, from any location.

Global Connect
www.gc1.com
888-421-4151

IAT: Messaging Center Interfaces With Any Host Data Source

IAT is a leading call center technology developer, providing communication solutions for the collection industry. Since its founding in 1986, IAT has been in the dialer business. Its legacy product, SmartDial, was the first predictive dialer created specifically for collectors. IAT's call center — CT Center IVR Broadcast Messaging and Predictive Dialer — interfaces with any host debt collection software data source via real-time or batch loading of accounts.

Benefits and Features

• CT Center message offers right-party identification before collection messages are given.
• Advanced answering machine message control and variable message control (i.e., by client, campaign, geographical area, number of attempts).
• Integrates with the following electronic payment processing providers: Billing Tree, Autoscribe and Online Resources Corporation.
• Can run multiple campaigns (IVR and predictive dialing) simultaneously.
• New IVR messages include discounted/settlement and prerecorded payment options for credit card or check.

What Users Say

"Sometimes our account managers have worked and worked a list and can't collect on it," says Kevin Cochran, collection manager, Works & Lentz, Inc. "Then, when I put the list on [Broadcast Messaging], I get a payment. That's money I probably wouldn't have collected otherwise."

"It's like having 30 extra collectors taking calls," says Julie Crable, corporate collection supervisor, QC Holdings, Inc., Overland Park, KS. "We did department research and discovered that out of 250 calls, we only collect on one account. I couldn't do what I do without those 30 lines and being able to make thousands of calls a day. At times, it's almost like an inbound center."

Summary
In addition to its site-premised CT Center, this industry veteran offers hosted application, CT Impact.

IAT
www.iat-cti.com
800-574-8801

TCN: Logged-In Agents Receive Sub-Second Connect-Backs

TCN was the first voice broadcasting company to build entirely on a software platform. This has enabled the company to customize applications in three ways: First, TCN's API allows users to grab pieces of TCN software and bolt them onto their own software. Second, TCN's partnerships with major debtor management software companies allow users to start TCN campaigns from within their own collection systems, which eases data transfer. Third, TCN's all-software platform enables quick development of features required by clients. Others using the platform benefit because upgrades and feature changes are global.

Benefits and Features

• Calling rules can customize dialing windows for all phone numbers, just cell phone numbers or both.
• Link back or voice mail recordings delivered automatically.
• Agents can login to receive connect-backs with sub-second connections.
• Blended campaigns enable agents to passively login to work other accounts.
• Custom dial plans can be created based on any data in the upload file — such as time, day of the week.
• Sends different prerecorded messages to different accounts based on balance owed.
• Other features include skill-based routing; automated payments; and English, Spanish and French text-to-speech.

What Users Say

"What has really helped us keep ground this month is that new TCN interface platform for outbound IVR messaging ... " says Ryan D. Kazmark, P & B Capital, LLC. "Other vendors don't have the ability to utilize customized thresholds for sequential dialing. ... I get three times the link backs you do for the same number of accounts because of it."

Summary
The ability to combine voice messaging and other messaging services with dialer technology brings benefits beyond simply reaching more customers. Longtime customer relationships, renewal reminders and emergency announcements are a few of the integrated applications being used by TCN partners.

TCN
www.tcnp3.com
888-235-3149