CBHV (US) – Full Contact Center Integration with Collections Platform

Industry: Collections
Collection Bureau of the Hudson Valley, Inc (CBHV) is a 3rd party collection and debt recovery agency based in Newburgh, New York. Sytel teamed up with Quantrax to improve their collection rate.

About Collection Bureau of the Hudson Valley, Inc

Collection Bureau of the Hudson Valley, Inc (CBHV) is a 3rd party collection and debt recovery agency based in Newburgh, New York, which runs campaigns for clients all across the United States.

Since the early 1990s, CBHV had been using receivables management software developed by Quantrax Corporation. Running smaller campaigns and dialing in preview mode (a single account being retrieved when the agent is ready and screen-popped for his/ her approval), each agent had his own set of accounts to be followed up, and the system went through them one by one.

Collection Bureau of the Hudson Valley, Inc (CBHV) logo


During the early 2000s, Sytel and Quantrax worked together to integrate Sytel’s call control with the Quantrax collections software. This involved not only a tight software integration but also negotiation between quite separate systems; Quantrax on the IBM AS/400 (now known as the i5), Sytel on a standard Windows server. The joint system, branded as ‘I-Tel’, was released in 2003.


In 2007, keen to leverage the proven productivity gains of automated call control and predictive dialing, CBHV decided to upgrade to the new system.

While CBHV continued working as normal, Quantrax built and tested the substantial new system onsite.

The results

Since installation, CBHV has enjoyed the benefits of

CBHV currently log 230,000 agent minutes per month, 99% of which is controlled directly by the I-Tel system.

Commenting on the system’s IVR capability, Collections Manager Debbie DiRubbio said

“Designing IVR flows can be such a pain. The Sytel Scripter product takes a lot of this pain away by providing a visual design tool that provides logical branching, data access and the ability to integrate directly with card payment systems. Now IVR systems can be setup in a fraction of the time it used to take, and updated on the fly.


“One of the key benefits of the Sytel Scripter is being able to set up virtual agents and move them around without having to stop and restart the system. This means we can respond quickly to peaks and troughs in demand.


“Plus the new IVR system almost doubles our account turnaround. All the automated features allow us to get through more accounts in a shorter time, increasing our bottom line and allowing us to be very competitive in the marketplace.”

Regarding the dialer module, Ms. DiRubbio commented

“One of the biggest advantages of the new dialing system is that accounts are now dialed for a pool of agents, in anticipation of any of them being available to take a live call. This is a far more efficient way to get through our account load – in fact it’s about 4–5 times faster! And having bad numbers, etc, dealt with automatically without even involving an agent makes far better use of our agents’ time.”

Chief Operations Officer Kurt Najork added

“Quantrax have been very responsive to our needs and requests. And when our situation has demanded immediate attention, they have worked closely with Sytel to provide a fast solution.”

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    'Swap out' components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries


Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc - fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type
  • Dynamic Workforce Management

    Automated, ‘best available’ decisions to manage agents & balance work load, across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Optimised Inbound Routing

    Smart rules and 'best-available' decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations


A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment
  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators
  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialer; maximum performance under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for 'best available' connection
  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards
  • Softdial Campaign Manager™

    Automation to optimise any outreach strategy
  • Softdial Repository™

    Central storage and configuration of common resources
  • Sytel Global Compliance™

    Flexible 'no contact' rules to protect contact center and consumer


Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app