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

Development

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.

Installation

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

Flexible Contact Center Platform

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

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

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

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

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

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

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 channels

All Media Channels

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Dynamic Workforce Management

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

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

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

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

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

Modules

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

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

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

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

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

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

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app